The role of the call center is changing. Omnichannel support, AI, end-to-end customer experience, and other trends are changing the customer support and outbound sales landscape every day.
How do you keep up with those trends and ensure that your call center is functioning as effectively as possible?
There’s no better way to stay informed and learn best practices than by attending a call center conference. Customer contact events let industry professionals share their knowledge, learn about new trends, and get a better handle on customer contact technology.
But which should you attend? We’ve gathered the top call center conference of 2019 (and early 2020) to help you figure out which is best for you. Check out the dates, locations, sample sessions, and a short list of speakers to see which catches your interest.
Dates: April 7–10 | Location: Marco Island, FL
Frost & Sullivan’s conference is aimed at customer service and customer contact executives, so it includes lots of high-level breakout sessions. While much of the conference is focused on customer experience, you’ll also find service-focused sessions.
- Connected Service Management: A Model for Proactively Resolving Issues
- How to Eliminate Multichannel Friction for the Agent
- Being Transparent in Your Communication with Customers and Employees
- Michael O. Cooper, Founder, Innovators + Influencers
- Rachelle Dever, Global Brand & Guest Experience Director, IHG
- Bruce Millard, Vice President, Digital & Customer Innovation, Safelite Group
Other speakers include executives from Dell, Walmart, Quicken Loans, Hertz, and Google.
Dates: April 9–11 | Location: Washington, DC
With a wide variety of customer-service-oriented tracks and events, this conference is a great event for everyone from CEOs to call center managers. There are plenty of sessions focused on AI and social media, but you’ll get call-center-specific options, too.
- Are You Running Your Contact Center On Fake News?
- Take Charge: Confidence In Customer Service
- Improving Customer Service By Not Focusing On Customer Service
- Tisa Sinclair, Social Response Director, AARP
- Alexandre Guay, Manager, Digital Customer Service, National Bank of Canada
- Robert Weideman, EVP & General Manager, Nuance Communications
You’ll also get expert perspectives from companies like Zoho, Freshdesk, and SAP.
Dates: April 15–16 | Location: Washington, DC
While this summit is primarily focused on connecting call center managers with potential service providers, you’ll still find some keynotes and breakout seminars (though they haven’t been detailed at the time of this writing).
The main attraction, though, is meeting with representatives from companies like Fonolo, Aspect, and Datamark.
Dates: April 15–17 | Location: Las Vegas, NV
With a huge number of tracks and a wide variety of customer service and customer experience sessions, most call center managers will find this conference to be a useful one.
- Customer Service Best Practices
- Workforce Management
- CX Strategy and Emerging Trends
- Ashton Kutcher, Actor
- Gordon Ramsay, Chef/Actor
Dates: April 26–27 | Location: Denver, CO
This is a smaller conference (only 150 tickets are available), but it brings some big names to the table. Speakers from Trello, Slack, Guru, Lucid Software, Freshworks, Crazy Egg, and Microsoft will be sharing their tips on improving customer experience.
Elevate CX does things differently than most other conferences. Instead of panels or Q&A sessions, they hold 15-minute, TED-style talks. But you can always get in touch with speakers via the conference’s private Slack Channel.
- CS Lessons from HR
- Avoiding Burnout in Support Roles
- Evaluating and Buying Tech Tools for CS & CX Teams
- Michael Labrecque-Jessen, Senior Support Engineer, Trello
- Yael McCue, Customer Success Manager, Guru
- Ian Jordan, Senior Support Manager, Hudl
Dates: May 13–16 | Location: Ft. Lauderdale, FL
Want full-day contact center workshops? Tons of sessions focused specifically on call centers? Information on call center metrics, incentives, and performance? This is the expo for you.
- Transform Your Contact Center into an Insight Center
- Empowering Agents Through Automation
- The Profit-Center Mentality – Managing Contact Centers as a Business!
- Jeff Toister, President, Toister Performance Solutions
- Ginger Hardage, former SVP of Culture & Communications, Southwest Airlines
- Henry Winkler, Actor/Producer/Author
With big-name sponsors like Salesforce, Genesys, Twilio, Cisco, and RingCentral, you’ll get a look at the technologies you can use to better run your call center, too.
Dates: June 3–4 | Location: San Diego, CA
The first thing you’ll notice about the Customer Service Summit is the speaker lineup. It includes speakers from Mastercard, Samsung, Uber, Amazon, WeWork, eBay, Hilton, Home Depot, and other world-renowned names.
This year’s tracks include social, omnichannel, upskilled agents, and B2B customer service.
- Out with the Old: Sourcing and Implementing a Flexible Platform to Synchronize Omnichannel Customer Service
- Unify your Social Support Voice and Retain the Human Element
- Restructure Customer Service for the Connected Customer
- Lance Gruner, Executive Vice President, Global Customer Care, Mastercard
- Stan Friedlander Former Director/GM, Amazon
- Heidi Rote, Sales Center Director for North America, Jenny Craig
Dates: June 11 | Location: Foxborough, MA
Despite being a smaller event (last year’s included about 400 people and 8 workshops), the NECCF conference gets attention from some big names. Sponsors include Aspect, Lessonly, Zendesk, and Cisco.
This year’s agenda hasn’t yet been announced, but the theme is “Delivering the Ultimate Customer Experience.”
Dates: June 24–28 | Location: Las Vegas, NV
There are other CCW events around the country throughout the year, but this is the flagship call center conference. With 2500 expected attendees, 250 speakers, and 200 sponsors and exhibitors, this is one of the biggest call center and customer service conferences in the country.
- Beyond the Hype: Contact Center AI and Knowledge That Works
- PACE Panel: Import Compliance Considerations for Contact Centers
- Optimize the Human Factor in Agent and Customer Engagement
- Tony Hsieh, CEO, Zappos
- Jared Benesh, Executive Director of Contact Center Technology / Product Strategy, Quicken Loans
- Anthony Weinberg, VP of Call Center Operations, Dream Center Education Holdings
Dates: September 16–29 | Location: Austin, TX
CCW Digital is focused on “the transformation of CX in a new era of digital engagement. This includes cultural innovation, employee engagement innovation, learning innovation, and of course technology innovation.”
There’s not much information available about CCWD 2019, but Shark Tank’s Daymond John was a keynote speaker last year. So you can expect big things.
Dates: October 13–16 | Location: San Antonio, TX
Whether you use Calabrio or not, you’ll be interested in the topics discussed at this conference. C3 is focused on helping customer contact professionals manage the challenges of growing contact centers, increasing customer and employee engagement, and sharing voice-of-the-customer innovations.
Sessions and speakers haven’t yet been announced.
Dates: October 21–23 | Location: Las Vegas, NV
This credit-union-call-center-specific conference caters to a small niche—but if you’re a member of that niche, you’ll get valuable information you can put to use right away.
There’s also plenty of time to chat with vendors about software and tools that will help your credit union call center make the most of its resources. Lots of time for executive roundtables and networking event helps you make valuable contacts in a small field.
Dates: October 23–24 | Location: New York, NY
This conference looks to explore “the cutting-edge of what’s possible to fulfill customer expectations,” so there’s a lot of forward-looking content at this event. Some of the country’s most well-known businesses are represented here, so you’ll hear great advice from customer service heavyweights.
- How Much Is Good Support Really Worth? – The Business Case for Customer Service
- Moving from Seamless to Personalized Omnichannel Care
- Getting Customers to Answer Their Phones Again
- Scott Chilson, Vice President, Customer Connectivity, Johnson & Johnson
- Pete Poul-Graf, CIO, VP IT & Customer Care Executive, DHL
- Bruce Nelson, Director of Customer Support Services, Ricoh
Dates: January 21–25, 2020 | Location: Nashville, TV
CCW continues its travel around the country with an early-2020 stop in Nashville. Past speakers include Zappos Chief Happiness Officer Jenn Lim, as well as speakers from USAA, Electronic Arts, Subway, and LexisNexis.
There are several breakout session formats, including small-group discussions, Future Leaders Lab, and the Executive Club.
We’ll keep this list updated, so if you don’t see a conference that works well for you, be sure to check back!