Presentations
Welcome to our 26th Annual Call Center Industry QA/CX Conference! Here, you will find all the PowerPoint presentations that are available now. In addition, we will be recording all the presentations and transcribing them so that you don’t have to take notes and can concentrate on the messaging of the presenters. The presentation transcriptions will be available one day after the presentation. The PowerPoint and the transcriptions will be available in a PDF format and added to the cards below as they become available.
Higher CSAT & Lower Costs. GenAI-Powered QA & CX Analytics that Delivers Real Improvement
Keynote #1Mike Desmarais, Founder and CEO
SQM Group
Our mySQM™ automated QA solution is the #1 ranked QA Tool on G2 reviews for user customer satisfaction in the Americas market. We will share our best practices for leveraging QA to improve First Call Resolution and Customer Satisfaction.
mySQM™ Auto QA Solution for Evaluating QA, Call Resolution, and CSAT - Proof of Concept
PresentationSteve Toth, FEP Service Manager
Florida Blue, FEP Program
In this part of the session, you will hear directly from clients who participated in the mySQM™ Auto QA Solution proof of concept.
State of the Call Center Industry
PresentationNader Ghattas, Chief Customer Experience Officer
SQM Group
Looking Back on 2024: What is the State of the Call Center Industry for CX Delivery, where we will share the Top 10 Contact Center Benchmarks.
Personalization and Empathy in Customer Service
PresentationSteve Toth, FEP Service Manager
Florida Blue, FEP Program
This speaker will discuss how they excel in personalization and empathy, tailoring each interaction to the Customer's unique needs and preferences using data from past interactions to provide relevant and seamless support.
Empowering Customer Service Agents
PresentationCorey Nykamp, Director of Customer Operations
Consumers Energy
This speaker will discuss how their call center empowers its customer service agents and focuses on comprehensive training, equipping them with the skills and tools needed to excel.
Agent Coaching
PresentationMindy Rubio, Director, Customer Service
Blue Cross and Blue Shield of Kansas City
Discover how Blue KC transformed their approach to call handling by shifting focus to resolution-driven service skills back in 2018—and how they've kept the momentum going ever since.
Understanding Customer Expectations
PresentationMaria Stopainig, Director, Customer Services
Alberta Blue Cross
This speaker will discuss how their call center excels at understanding customer expectations, prioritizes active listening, and uses data-driven insights to anticipate needs and preferences.
2024 Call Center of the Year Winner
Keynote #2Laurie Stratton, Director Customer Service
Blue Cross and Blue Shield of Kansas
Discover how Blue Cross and Blue Shield of Kansas provides world-class First Call Resolution, Customer and Agent Satisfaction performance.
2024 Best Performing Small-to-Mid-Sized Call Center Winner
Keynote #3Janalee Willett, Director, Customer Service
Lindsay Segale, Customer Service Operations Manager
Blue Cross and Blue Shield of Vermont
Learn how Blue Cross and Blue Shield of Vermont provides world-class First Call Resolution, Customer and Agent Satisfaction performance.