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June 18-22, 2018
The Mirage, Las Vegas, NV

Media Center

Sponsorship Information

2017 CCW Sponsorship Prospectus

Interested in sponsoring the largest Call Center - Customer Service event in 2017? [Email Spex@iqpc.com] and we will follow up with you quickly and... Read More

Infographic: The CCW Experience

Put simply, CCW puts your brand in the spotlight. Our expo hall delivers a unique and unforgettable experience like no other. Download this infographic to see... Read More

Expert Interviews

The Employee Engagement Process Explained

Randy Woehl, Organizational Development at Cartwright Co., speaks about his impression of the implementation of an employee engagement process based on the Employee Engagement Institute's model of partnership. Woehl is joined by the author of the process, Thomas McCoy, Executive Director at... Read More

Interview With Chris Vennard Part 1 - CCW Goes to Google

Exclusive interview with Chris Vennard, Product / Business Leader at Google, who will be speaking at the upcoming Call Center Week. Part 1 focuses on integrating call and search... Read More

Next Generation Call Centers

Expedia moves millions of people around the world. It supports a multitude of languages, geographies and brands in more than 20 countries. And yet despite its scale, the company excels at making its customers feel like they know them personally. How do they do it? With their technology. In this interview, Mikko Ollila, Senior Project Manager at... Read More

Customer Experience & Centricity: Where Technology & Heart Collide

A look at what makes customer-centricity, experience and personalization an extremely important part of success in this interview with Mindy Lamb, Customer Experience Director at... Read More

Interview With Chris Vennard Part 2 - CCW Goes to Google

Exclusive interview with Chris Vennard, Product / Business Leader at Google, who will be speaking at the upcoming Call Center Week. Part 2 explores the benefits and challenges of the strategies discussed in Part... Read More

For More Effective Measurement, Put Away the Rulers

Chris Abel is a simple man. So, he isn't quite sure why call centers continue to struggle with measurement. Call Centers excel at measuring everything an agent does, he says, but not necessarily how what they do better services the customer. In this interview, Chris, Director of Contact Center Operations at Bright Horizons, answers the question;... Read More

Career Builder: Crack the Code to Superior Customer Service

Career Builder is at the forefront of customer engagement, employee motivation and the use of traditional call center metrics. Have a listen to this interview with Eric Newton to see how they cracked the... Read More

Interview With Chris Vennard Part 3 - CCW Goes to Google

Exclusive interview with Chris Vennard, Product / Business Leader at Google, who will be speaking at the upcoming Call Center Week. Part 3 covers metrics and Chris's closing... Read More

The Relationship Between Personalization & Product Marketing

Five9's Director of Product Marketing, Mayur Anadkat, shares his knowledge of personalization, first-contact resolution, TCPA Restrictions and Automated dialing in this exclusive interview. He also touches on the importance of automated technology when making outbound... Read More

Stephanie Dorman Interview Part 1 - Managing Messes

Stephanie Dorman, VP of Support and Training at Media Ocean, discusses how to approach disorganized departments. Continue on to Part 2 to hear her take on merging departments and customer... Read More

Identify & Rectify the Major Inhibitors to Employee Engagement

Thomas McCoy, Executive Director at The Employee Engagement Institute, speaks about the major inhibitors to employee engagement within call centers and how to rectify them by creating an environment of advancement and longevity. He also addresses the unique challenges to approaching executive-level versus managerial- and entry-level coaching in... Read More

Stephanie Dorman Interview Part 2 - Merging Departments & Customer Centricity

Stephanie Dorman, VP of Support and Training at Media Ocean, discusses how to approach disorganized departments and how to best serve the customer. Continue on to Part 3 to hear her take on company... Read More

AT&T's Key to Success: Align the Organization Around the Customer

Diane Magers at AT&T Business Services knows at thing or two about superior customer experience. Diane speaks about how to align the organization around the customer in order to be successful and how a toxic culture can poison a call... Read More

Stephanie Dorman Interview Part 3 - Company Culture

Stephanie Dorman, VP of Support and Training at Media Ocean, discusses how to improve company culture. Continue on to Part 4 to hear her take on internal... Read More

MetLife's Executive VP on Global Change Management

Exclusive interview with Christopher Smith, Executive VP and Head of Global Operations. Chris discusses global change management, company culture, employee engagement, and customer-centricity on a global scale, and shares best practices for consolidating international departments behind company values while allowing them to retain the local... Read More

Stephanie Dorman Interview Part 4 - Internal Growth

Stephanie Dorman, VP of Support and Training at Media Ocean, discusses internal growth and makes her closing... Read More

Empathetic Agents Matter in High-Crisis Situations

Kimberly Warrick, the Client Service Center Manager at New Jersey Shares, directs a team that regularly field calls from high crisis customers who may be low-income or elderly on a regular basis. Learn how she trains them to be empathetic, but also solution-oriented and calm under pressure during this exclusive interview at Call Center Week... Read More

Real Help. For Real People. In Real Time.

The theory behind excellent Customer Service isn't complex: Do everything in your power to assist caller inquiries in a timely manner and do so with a smile. Simple, right? Not so fast. Support environments are complicated and mired with numerous hiccups. Amy Latzer, Chief Operating Officer at 211 LA County,... Read More

Gamification is the Future of Learning & Coaching

Curt Behle, ITSM Leader at Zions Bancorporation, talks about the relationship between technology and customer service agents in this Call Center Week 2015 interview; how it empowers coaching, leading and providing excellent customer... Read More

Beyond the Headset: Listen to Your Agents to Create Culture

The first step to managing employee expectations, goals and demands is to understand what those demands are. The only way to do so is to ask them. Transamerica, a financial services institution, conducts annual employee satisfaction surveys, but they don’t just complete the survey and then put it in a box and file it away. Crystal Wyland, Vice... Read More

Fonolo on Enabling CX Success with Technology

Shai Berger, CEO of Fonolo, discusses the company’s history with forging the hottest products and services for contact centers as well as their plans for the future in this interview from Call Center Week... Read More

Best Practices for At Home Agents

Teddy Liaw, the of CEO NexRep, went over best practices for virtual and at-home contact center agents in his presentation at the Virtual Call Center & Home-Based Agent Summit in November. Watch his presentation to preview the at-home agent sessions at Call Center... Read More

The World Bank: How to Create a Winning Culture

Exclusive interview with Call Center Week past speaker Troy White, Service Delivery Executive at World Bank. Troy discusses the wants and needs of clients, empowering your agents, the importance of IT to agent operations, translating customer satisfaction surveys into service improvement plans, and... Read More

Complexity Is the Enemy of Customer Service

Save money. Save time. These are the main benefits to implementing a truly streamlined technology suite. Call centers all have the same end goal, but has anyone truly created the formula to successfully align technology with business strategy? What are the ways in which call centers or customer care centers can achieve that balance? Liz Osborn,... Read More