Featured Speakers

 Marybeth Jenkins
Marybeth Jenkins
Chief Operating Officer
UPMC Health Plan and UPMC WorkPartners
Josée Bourdages
Vice-president, Customer Care and Planning
Rogers Communications
Vickie Johnson
Vice President of Customer Care Centers
First National Bank of Omaha
Vamsi Bogullu
Vice President, Information Technology
SouthWest Credit
Jean Mitchell
Past President
British Columbia Contact Centre Association
Jo'ann Alderson
President
Progressive
Karen Shafferplatt
Vice President, Access and Rev Cycle
UPMC
Cliff Martz
Vice President of Contact Centre Operations and Portfolio Management
Pitney Bowes Inc.
Sharon Burleau Johnson
Call Center Operations Exectutive
Spectra Energy
Cippy Seidler
Director of Call Center
Banner Health System

The 10th Annual Contact Centre Summit Canada

Bringing together Leading North American Customer Service Executives to Strategize and Collaborate on Building a Stronger and More Efficient Contact Centre

About the Event:

IQPC is proud to present the 10th Annual Contact Centre Summit Canada: the only call centre event in Canada that truly brings together executive level decision makers the key industry leaders at the forefront of the customer service market.

What makes this conference different from all others?

This event is part of the Call Center IQ portfolio, which is the world’s leading information source for contact centre professionals and reigns as the most significant hub for call center and customer experience professionals. Our Canadian iteration is built as an executive level think-tank which gathers key industry leaders to discuss today’s challenges and opportunities present in the market and lurking on the horizon. This senior level summit will bring together proven thought leaders from high ranking organizations in an interactive and engaging environment where both speakers and attendees alike are free to network and discuss innovative trends and best practices. This event was built with a very strong emphasis on networking and cross organizational collaboration.

Last year this event grew by 150% and over 80% of attendees were end-users! But in 2014 we are raising the bar again, taking your experience to a whole new level. We will provide you with the most important case studies and proven strategies from the most innovative companies in North America in a way that only Contact Centre Canada can. This event will discuss the most pressing challenges and opportunities in the market including:

  • Benchmarking your way to excellence
  • New business models and enhancing the multi-channel customer experience to drive growth
  • Coping with the digital environment
  • Maximizing the customer experience through new and trending technology
  • Utilizing creativity and innovation to maximize human talent
  • New ways to attract and retain talent in your contact centres
  • And much more!

New for 2014!

  • Detailed examples and best practices for utilizing social media and other innovative channels
  • An in-depth look at today’s consumer and how demographics are changing as rapidly as their expectations
  • Strategies for success in an age of out-sourcing, on-shoring and remote agents
  • Viewpoints on new technologies including VOIP, transitioning to the cloud and what to expect in the future
  • Legislation concerns and the new Canadian Spam Law
  • Comprehensively representing the North American call centre industry including large, medium-sized and small call centres
  • Even more opportunities for networking in a relaxed, casual atmosphere
  • Site tour providing you the opportunity to meet with the site tour leadership team and see first-hand how they deal with everyday issues

Media Partners

Download the Agenda

Resource Center

Visit the Resource Center for complimentary industry related content!

Featured Content

Sponsorship Opportunity

Learn more about sponsor & exhibit opportunities

IDGA

Become a CallCenter IQ Member and receive our weekly newsletter!

Quick Links