The 4th annual “Virtual Contact Center Conference” to Focus on Best Practices in Workforce Management, Quality Assurance and Performance Management

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Learn from the experts, get the latest product information, exchange ideas and meet with peers—Online. No expensive travel or time lost out of the office. Online event for workforce management, quality assurance and performance mangement professionals.

In today’s frenetic contact center world and economic climate it is more important than ever to stay on top of the latest developments and trends. But it is becoming increasingly difficult and costly to leave the office to attend important conferences.

The fourth annual Virtual Contact Center Conference—Nov. 2nd to the 5th—is the answer, providing contact center/customer care professionals with an online place to meet, exchange ideas with peers and learn from the experts.

The conference (formerly the Symposium on Optimal Performance) is presented by CRMXchange, the Society of Workforce Planning Professionals (SWPP), and the Quality Assurance & Training Connection (QATC). Last year’s conference attracted more than 900 registrants.

In real-time over four days, attendees will meet with industry experts and colleagues who will answer questions and offer insightful business solutions ….all with no travel expenses or time away from the office. Because the conference is fully interactive, participants will attend learning sessions as they would in an on-site conference.

Representatives from the Call Center School, members of QATC and the SWPP Advisory board, and leading vendors will deliver live presentations. Rapid-fire 60 Ideas in 60 Minutes roundtables will draw on the expertise of industry superstars. The Exhibit Hall, open to all registrants, will offer up-to-date information about leading products and solutions, and registrants will be able to download free whitepapers and articles, and watch demos.

The Optimal Lounge Network Room will be THE PLACE where attendees can learn what others are doing in their contact centers, meet colleagues, pose questions to presenters and offer their own insights.
Registrants can attend the sessions that best meet their individual needs. And because the event is virtual, all sessions are recorded and available on demand for 14 days following the conference — giving those who could not attend the opportunity to view the missed sessions.

Penny Reynolds, founding partner, The Call Center School, will deliver the keynote address: Six Strategies for Improving Workforce Productivity and Quality. Other sessions will include: Fundamentals of Coaching, Skill-Based Routing Challenges for Workforce Management, How To Measure And Manage Customer Experience In The Call Center, Top KPI mistakes, and The Impact of Social Media and How it Affects Your Contact Center.

For complete information, to register online, or to become a sponsor please visit


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Sheri Greenhaus
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