Call Center Leaders to Map Out Contact Center Strategies for 2011

The International Contact Center Expo and Conference being held October 25-27, 2010 at the Doral Golf Resort & Spa in Miami, provides an opportunity for industry operations, technology, and customer care executives from companies around the world to meet, exchange ideas, and network.

Joseph Morrisroe, Deputy Commissioner and Executive Director of the Office of the Mayor for the City of New York is scheduled to deliver the keynote address on the morning of Tuesday, October 26.  The 311 Customer Service Center, which launched in 2003, now serves more than 8 million residents of New York.  Morrisroe plans to shed some critical insight around the continuously evolving call center, which receives more than 53,000 calls every day.  “This is an incredible story of how revolutionizing the contact center improved the overall citizen experience of living in New York,” said Ian McRae, Director of Conference Production at IQPC.

The conference spans three days and includes over 65 sessions, keynotes, panels, case studies and workshops covering: Customer satisfaction, speech analytics, IVR performance, home agents, outsourcing customer care, efficiency measurement, technology trends, social media, and regulatory updates.

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