Presentations
Welcome to our 24th Annual Call Center Industry CX Conference presentation collection! Here, you will find a comprehensive compilation of thought-provoking presentations being held at the conference in PDF format. Explore an array of captivating topics presented by industry experts, covering the latest trends, strategies, and insights in the call center industry.
Aftereffects of COVID-19 On Call Centers
Mike Desmarais
Founder and CEO — SQM Group
Quick CX Improvement Turnaround
Jesse Epting
Vice President of State Operations — BlueCross BlueShield of South Carolina
CX Journey Mapping to Improve FCR
Lynn Boucher
Assistant Director of Operations — Regence BlueCross BlueShield Plans
Hiring the Right Agents to Improve FCR, Csat, and Esat
Dave Difelice
Former SVP — Canadian Tire
Dhushan Thevarajah
Customer Quality Assurance to Improve FCR and Lower Cost
John Galibert
Vice President of Customer Operations — 407 ETR
Self-Service Customer Containment to Reduce Cost
Lindsey Goodall
Manager, Contact Centre — FortisBC
Kira Bennett
Manager, Customer Experience, Contact Centre — FortisBC
Agent Coaching & Training to Maintain High FCR and Lower Cost
Mindy Rubio & Chris Cline
Directors of Customer Service — Blue Cross and Blue Shield of Kansas City
2022 Call Center of the Year Winner
Laurie Stratton
Director of Customer Service — Blue Cross and Blue Shield of Kansas
2022 Best Performing Small-to-Mid-Sized Call Center Winner
Ken Baur
Director of Member Experience & Contact Center — Security Health Plan