Use the Add to My Agenda buttons to compile a Personalized Agenda of the sessions you wish to attend. Then submit an email address at bottom of screen to receive your Personalized Agenda in your inbox!

Wednesday | April 10

10:35 AM – 11:25 AM

Balancing Self-Service and Hands-On Support in Customer Care

Room: Theater 1
11:35 AM – 12:25 PM

Shifting Gears: Preparing Your CS Team for New Channels, Opportunities

Room: Theater 1
1:50 PM – 2:40 PM

Handling Challenges: Preparing Agents Who Rock at Resolution

Room: Theater 1
3:20 PM – 4:05 PM

Strategic Co-Opetition: Letting Your Competitor Help Delight Your Customers

Room: Theater 1
4:15 PM – 5:00 PM

Social Listening and the Customer: The Eyes and Ears of Your Brand

Room: Theater 1

Thursday | April 11

9:00 AM – 9:50 AM

Fostering a Culture of Gender Equality in Customer Care

Room: Theater 1
10:00 AM – 10:45 AM

Insourcing vs. Outsourcing Customer Care: The Pros and Cons

Room: Theater 1
11:30 AM – 12:15 PM

Balancing Ever-Rising Customer Expectations with Your Bottom Line

Room: Theater 1