Contact Center Forum

Show all

Contact Center Forum

October 22–24, 2017, The Biltmore Hotel, Coral Gables, Florida

Join like-minded Heads of Contact Center, Call Center, and Customer Service for inspiration and insight, networking and learning, and proven strategies to improve your business practices.


Faculty Members Include

SEE ALL FACULTY MEMBERS
  • MIKE BROWNING (Verascape), Vice President, Sales & Marketing
  • SHANNON BURCH (Scotiabank), Director, Customer Solutions
  • JACKIE BURDEN (FIS), Client Relations Executive
  • JESSICA CURRY (Family Dollar), Director, Contact Center
  • KIM DANS (Weight Watchers International, Inc.), Vice President of North American Service Operations, Member Experience
  • LISA DAVIS (ACCO Brands), Director, Customer Care
  • JERRY ELLIS (Omni Hotels and Resorts), General Manager, Customer Contact Center
  • TOM FARRELL (Web.com), Senior Vice President, Customer Service
  • CASEY FELLOWS (Tourico Holidays), Assistant Vice President of Operations
  • JERRY GISCLAIR (Colliers International Valuation & Advisory Services), Executive Managing Director, National Client Services
  • ADRIAN GUENTHER (Lincoln Financial Group), Vice President, Contact Centers
  • DAN HALE (Best Western Hotels & Resorts), Managing Director, Customer Care
  • KIMBERLY HAYES (New York Life), Corporate Vice President
  • KAREN HOBBS (ABB Optical Group), Vice President, Customer Service
  • GRETCHEN HOPKINS (Universal North America Ins. Co), Vice President of Customer Service & Total Quality Management
  • BURG HUGHES (GE Healthcare), Call Center Operations Leader
  • TOM KENNY (Republic Services, Inc.), Director, Customer Resource Centers
  • JIM LEMERE (Northwestern Mutual), Director, Contact Center Operations
  • ILENE LUSTIGMAN (NCCI), Director, Customer Service
  • JIM MURPHY (SalonCentric), Vice President, Customer Care
  • GILLIAN NOBLE (BMO Financial Group), Vice President and Head of Transformation
  • STACY OWENS (American Water Resources), Director, Operations
  • PRESTON PALLAS (American Water), Senior Director, Customer Service Operations
  • JENNIFER PENSA (WSFS Bank), Vice President, Contact Center
  • PAMELA PETZ (Great Wolf Resorts), Director, Customer Contact Center
  • TAMMY POOLE (AIA, an AmeriLife Company), Vice President, Customer Care
  • ABEL RHYNE (Erie Insurance), Vice President, Customer Service
  • PRESTON ROGERS (Unum Life Insurance Company), Assistant Vice President, Head U.S. Contact Center
  • LIBBA SAPITSKY (Siemens Healthineers), Senior Vice President, Customer Service
  • SCOTT SCHLEISMAN (Bright Horizons Family Solutions), Vice President, Contact Center
  • DAVID SCHOTZ (Direct Energy), Senior Director, Care & Sales Contact Centers
  • GREG SHERRY (Verint), Vice President, Marketing
  • CHRISTINA SHORTALL (DestinationXL Group), Vice President, Contact Center Operations & Store Communications
  • KELLY SWANSON (First Data), Vice President, Self Service Strategy & Client Experience
  • SCOT THOMAS (Verascape), Chief Executive Officer
  • BOB VALLIERE (CSAA Insurance Group), Vice President, Policyholder Service and Solutions
  • RICHARD VOLEL (NationStar Mortgage), Vice President, Call Center Operations
  • JAN WIGINGTON (Wyndham Vacation Ownership), Vice President, Owner Services Support
  • HUI WU-CURTIS (Choice Hotels), Senior Director, Customer Care Strategy
  • ALEX WYATT (Gardner Dixie Sales), Vice President, Customer Care
  • SHANNON YEATS (WageWorks), Vice President, Contact Center & Claims Operations

Advisory Board:

  • KIM DANS (Weight Watchers International, Inc.), Vice President of North American Service Operations, Member Experience
  • ADRIAN GUENTHER (Lincoln Financial Group), Vice President, Contact Centers
  • BILL LEINWEBER (School Speciality Inc.), Vice President, Customer Care
  • JIM MURPHY (SalonCentric), Vice President, Customer Care

Download Full Agenda

Enter your information below to
receive a link in your inbox.

Topics For Discussion

  • Managing Engaged At-Home Agents
  • Fostering A Sense Of Customer Advocacy
  • Metrics & Data: When To Stop Analyzing & Take Action
  • Automation Chatbots, IVR & The Digital Agent
  • Voice Of The Customer: Keeping Your Ear To The Ground

Venue: The Biltmore Hotel

1200 Anastasia Avenue, Coral Gables, FL 33134

A 15-minute drive from Miami International Airport, the Biltmore Hotel is a National Historic Landmark.

General Sessions

Address top-of-mind issues in a conversational exchange among industry thought leaders, enabling participants to share lessons, expertise, leadership skills, and practical tools.

KnowledgeBridges™

Engage in advanced dialogue in an informal boardroom-style setting on specific topics that are particularly suited to smaller group discussions.

Networking Meals

Participate in all meals and networking functions hosted on-site by Consero. These intimate gatherings provide countless opportunities to develop lasting business relationships.

Customized Itineraries

Meet with the most innovative service providers in the industry, one-on-one, based on your individual and departmental priorities. Our reputable partners are referred and vetted by your peers.

Head of Contact Center?

Request an invitation to join the upcoming event.


REQUEST INVITATION

Best-In-Class Solution Provider?

Learn more about our partnership opportunities.


LEARN MORE

Attendees Rave About Consero

  • “Very good experience and would strongly recommend for new and experienced leaders.”
    Irene Ferro | Simply Healthcare Plans
  • “The Consero Forum is an engaging, edifying experience in an intimate setting.”
    Jonathan Chalker | Purchasing Power LLC
  • “Great week, tremendous networking and learning opportunities and a great amount of knowledge!”
    Clint Olsen | Stryker
  • “Very interactive and good peer discussion.”
    Bill Shepherd | Gru
  • “This is so far the best I have attended. Small with high level of experience and talent.”
    Berto Fernandez | Road America
  • “Intimate enough to be able to meet the majority of attendees but large enough to include diverse content, careers, and experiences.”
    Bill Leinweber | School Specialty
  • “A great use of my time, and very informative. I’m always able to take-away 3-4 things I can use immediately.”
    Anthony Gwirtz | CSAA IG
  • “Very informative. Enjoyed the knowledge sharing.”
    Tavares Taylor | The Hartford
  • “Other conferences are like a high school dance. This is more of an intimate walk on the beach.”
    Kelly Coston | NTTA