The Optimizing Customer Contact Series is designed for executives, managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving contact center optimization technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in contact center technology at these 2012 "Optimize" events.

The Optimizing Customer Contact Series is designed for executives, managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving contact center optimization technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in contact center technology at these 2012 "Optimize" events.

The 2012 Call Center Week was the largest in its event history. Over 1,000 customer-focused executives came together to discuss executing innovation in a multi-channel environment. We are well underway planning the 2013 event and expect it to be bigger and better than ever before.

The Optimizing Customer Contact Series is designed for executives, managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving contact center optimization technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in contact center technology at these 2012 "Optimize" events.

Best Practices in Quality Assurance and Speech Analytics:

• The Customer Effort Game Plan
• Best Practices in Calibration and Scoring
• Intelligence from Customer Interactions: An Important Part of Quality Monitoring
• KPI: What to Measure and How to Measure It
• Quality Driven Dynamic Decisions in the Social Enterprise:
• Coaching with Style - It’s not just what you say, but how you say it!
• 60 Ideas in 60 Minutes - Quality Assurance and Speech Analytics
• Customer Insight Metrics

The Optimizing Customer Contact Series is designed for executives, managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving contact center optimization technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in contact center technology at these 2012 "Optimize" events.

The Optimizing Customer Contact Series is designed for executives, managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving contact center optimization technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in contact center technology at these 2012 "Optimize" events.

The Optimizing Customer Contact Series is designed for executives, managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving contact center optimization technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in contact center technology at these 2012 "Optimize" events.

The Optimizing Customer Contact Series is designed for executives, managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving contact center optimization technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in contact center technology at these 2012 "Optimize" events.

• Lawsuits Just Waiting to Happen: Employment and Legal Issues for Today’s Contact Center
• Any Agent Can Make A Mistake, But To Really Foul Things Up You Need An IVR
• Accelerating Success With Real-time Performance Management
• Creating High Performance Teams Through Insight And Engagement
• Top Five Learn How to Achieve Dramatic Results by Aligning Your Contact Center and Back Office Workforce Management Trends
• Taking Workforce Management to the Next Level
• Mobile WFM Defines Success for Next Gen Contact Centers:
• Empowerment Without Compromise: Building a Working Customer-Centeric Culture in the Contact Center

• Educate - We will continue to provide superb educational sessions and top notch vendors will combine to make ours the most knowledgeable membership in the Nation.
• Enlighten - We will spark the imaginations of our members and inspire them to be even better public servants.
• Empower - We will give our members the tools they need to continue to make a difference in their communities and to grow both personally and professionally.

Attend the live demonstration to learn:

• How to save time searching for, assembling and exporting multimedia emergency incidents.
• How easy it is to upload photos, videos and documents to recorded incidents.
• Advantages of tagging incident ID, incident type and incident location from your CAD system to your recorded communications.
• Best practices for automating your Quality Assurance program.
• How to reduce liability by automatically delivering and tracking personalized training sent to your staff based on their QA scores.

Who Should Attend?

The Public Safety Best Practices Forums are designed for emergency dispatch center managers and supervisors, quality assurance analysts, trainers, and IT decision-makers who need to stay informed about the latest industry trends, best practices, and rapidly evolving NG9-1-1 recording and QA/QI technology.

Interact with 9-1-1 Emergency Management Experts and Peers

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in public safety technology.

Who Should Attend?

The Public Safety Best Practices Forums are designed for emergency dispatch center managers and supervisors, quality assurance analysts, trainers, and IT decision-makers who need to stay informed about the latest industry trends, best practices, and rapidly evolving NG9-1-1 recording and QA/QI technology.

Interact with 9-1-1 Emergency Management Experts and Peers

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in public safety technology.

Who Should Attend?

The Public Safety Best Practices Forums are designed for emergency dispatch center managers and supervisors, quality assurance analysts, trainers, and IT decision-makers who need to stay informed about the latest industry trends, best practices, and rapidly evolving NG9-1-1 recording and QA/QI technology.

Interact with 9-1-1 Emergency Management Experts and Peers

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in public safety technology.

Connect ith over 4,500 public safety communications professionals at the largest gathering of its kind. This is your chance to share with individuals in the same field from across the country and discover solutions to your most pressing issues.

Who Should Attend?

The Public Safety Best Practices Forums are designed for emergency dispatch center managers and supervisors, quality assurance analysts, trainers, and IT decision-makers who need to stay informed about the latest industry trends, best practices, and rapidly evolving NG9-1-1 recording and QA/QI technology.

Interact with 9-1-1 Emergency Management Experts and Peers

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in public safety technology.

Who Should Attend?

The Public Safety Best Practices Forums are designed for emergency dispatch center managers and supervisors, quality assurance analysts, trainers, and IT decision-makers who need to stay informed about the latest industry trends, best practices, and rapidly evolving NG9-1-1 recording and QA/QI technology.

Interact with 9-1-1 Emergency Management Experts and Peers

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in public safety technology.