Presentations
Welcome to our 25th Annual Call Center Industry CX/QA 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. More presentations will be added closer to the conference dates.
Looking at 2024 and Beyond: The Future of mySQM™ Automated QA
Mike Desmarais
Founder and CEO — SQM Group
Looking Back on 2023: Did Call Centers Improve Customer and Employee Experiences?
Nader Ghattas
Chief Customer Experience Officer — SQM Group
Leveraging Customer Analytics and Intelligence Solutions to Improve Call Resolution/CX
Joshua Dart
Director, Customer Experience Center — VSP Vision Care
How to Improve Agent Soft Skills, Empathy, and Friendliness with AI-Generated Self-Coaching
John Galibert
VP Customer Operations — 407 ETR
How to Improve Agent Engagement and Retention in a Work-from-Home Environment
Amoy Huggins
Director of Customer Advocacy — BlueCross BlueShield of South Carolina (National Alliance)
How to Achieve High Internal Collaboration and Supervisor Support
Elisa Rios
AVP, Customer Operations Support — Mr. Cooper
Jessica Forsman
Operations Support Specialist Sr — Mr. Cooper
Monitoring, Motivating, and Managing Agents for Improving Csat, FCR and Positive Behaviors
Maria Stopainig
Dir. Customer Service — Alberta Blue Cross
How Digital Touchpoints Can Improve CX and Create a Competitive Advantage
Ryan Chong
Sr. Director of Digital Service & Support — Rogers Communications
How to Provide Agent Training Knowledge to Resolve Complex/Challenging Calls
David Raposo
Sr. Manager Customer Operations — BC Hydro
Keynote #2: 2023 Call Center of the Year Winner
Laurie Stratton
Director Customer Service — Blue Cross and Blue Shield of Kansas
Matthew Volpert
Supervisor Customer Service Quality — Blue Cross and Blue Shield of Kansas
Keynote #3: 2023 Best Performing Small-to-Mid-Sized Call Center Winner
Christina Palughi
Director Strategic Business Operations — Highmark