To focus on growing customer-centric cultures and initiatives that grow the top line in organizations of all industries, IQPC (News - Alert) and Customer Management IQ held the 11th Annual Call Center Week at Caesars Palace in Las Vegas, NV.
Attendees of the 11th Annual Call Center Week, with over 35 case studies presented, learned from organizations that not only survived the recent economic stresses, but actually grew over the past year.
The event, due to the increased interest in the program, was live-streamed over the Internet. Participants from New Zealand, India, Mongolia, Canada, the United Kingdom and the United States tuned in online as keynotes, panel discussions and case studies were presented.
Audio and video recordings are now available on demand for call center leaders to leverage.
Stuart Beame, Director of the Student Information Center at Central Piedmont Community College attended the event and commented, 'I had a tremendously outstanding time! The fresh ideas, wonderful sessions and people were so good for my mind. It was a great opportunity to be around such positively charged and righteously motivated individuals in my own profession that really understand and appreciate what we do!'
Discussions at Call Center Week included:
-- Mastering performance through the company culture
--Lessons learned from consumer purchases in a downturned economy
--Turning a call center from a cost center into a profit center
--Hiring and employee development practices that reduce turnover and grow engaged employees
Gordon Pullan, Assistant Vice President of MassMutual's Participant Information Center and speaker at Call Center Week commented, 'I want to offer a personal thank you for a fantastic conference.' He continued about receiving a Call Center Excellence Award at the event, 'It was particularly gratifying to receive recognition for the work we have done over the past year focusing on building our culture that supports world-class excellence. Your organization has helped us strive to be better.'
In related news, the International Quality and Productivity Center has awarded Virtual Hold Technology (News - Alert) with a Call Center Excellence Award in the category of Best Technology Solutions (News - Alert) Provider.
Deepika Mala is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny