Contact Center Conference & Expo 2011 Commences

Mar 21, 2011, 14:35 ET from Contact Center Association

COLORADO SPRINGS, Colo., March 21, 2011 /PRNewswire/ -- Contact Center Conference & Expo 2011 commences today in Nashville, Tennessee at the Gaylord Opryland.  The conference is produced and managed by the Contact Center Association and offers pre-conference workshops, keynote presentations, site tours, 36 high-level sessions and networking events.  Thought-leaders are presenting topics within the following session tracks:  Strategic Planning, Quality and Customer Experience Management, Workforce Management, Multi-Channel Management, Agent Hiring Development and Retention, Contact Center Technology and Virtual Workforce.


The association leveraged the input of their strategic advisory board and conference program board – selected from the contact center community – to help define the overall direction of the conference and ultimately develop the conference program.  The desired impact of the board's input is to give the community a conference which addresses the fast-moving evolution of the contact center industry, giving attendees the competitive edge to advance their career.

Peggy Libbey, Contact Center Association President and CEO, stated, "Contact Center Conference & Expo 2011 is focused on the needs of contact center professionals who are dedicated to advancing the profession and elevating the customer experience to center stage.  The conference experience encourages professionals to interact and share their knowledge with the ultimate goal of improving industry methodologies thereby improving an organization's customer satisfaction.  It is our desire to garner the feedback of the community, as the contact center industry and its technologies evolve, in order to shape and mold future conference experiences to the benefit of the community overall."

Conference attendee Janet Diaz, Assnt Call Center Manager at Preferred Health Partners stated, "I am attending the conference to help gain knowledge in contact center staffing and training.  I am also looking forward to the networking opportunities which are important to gather information which I can take back to the workplace."

Contact Center Association launched a website which provides live coverage of the conference taking you behind the scenes, to the keynotes and sessions, as well as the networking events.  Visit the live site at:  The site features an up-to-date agenda, podcasts, video interviews, twitter feed, photos and a conference blog.  

About Contact Center Association

Contact Center Association serves the global contact center community, providing professionals with news and information, training, professional development and networking opportunities.  Contact Center Association is a Redwood Collaborative Media community.  For more information, visit

SOURCE Contact Center Association