Contact Center Forum

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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

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  • MICHAEL BEGALA (Sweetwater Sound), Vice President, Customer Service & Support
  • SHANNON BURCH (Scotiabank), Director, Customer Solutions
  • 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
  • TOM FARRELL (Web.com), Senior Vice President, Customer Service
  • CAROL FINK (Verizon), Director, Executive Relations
  • 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
  • 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
  • BILL LEINWEBER (School Speciality Inc.), Vice President, Customer Care
  • JIM LEMERE (Northwestern Mutual), Director, Contact Center Operations
  • ILENE LUSTIGMAN (NCCI), Director, Customer Service
  • 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
  • TAMMY POOLE (AIA, an AmeriLife Company), Vice President, Customer Care
  • MARY PYTKO (Brooks Brothers), Executive Vice President, Global Human Resources
  • ABEL RHYNE (Erie Insurance), Vice President, Customer Service
  • PRESTON ROGERS (Unum Life Insurance Company), Assistant Vice President, Head U.S. Contact Center
  • SCOTT SCHLEISMAN (Bright Horizons Family Solutions), Vice President, Contact Center
  • CHRISTINA SHORTALL (DestinationXL Group), Vice President, Contact Center Operations & Store Communications
  • CHRIS SPRATTO (The Hartford), Assistant Vice President, Small Commercial Operations
  • DALE STURGILL (Direct Buy), Contact Center Director
  • MIKE BROWNING (Verascape), Vice President, Sales & Marketing
  • 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

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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?

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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