Sunday – October 15, 2017 

Early Registration
4:30 – 6:30 pm


Monday – October 16 

Registration and Networking Breakfast: Sponsored by CO-OP Member Center
8-8:45 am 

Opening Keynote
8:45 – 9:45 am
The Courage to Take Command:  Secrets to High Performance Leadership 

Colonel Jill Morgenthaler 

You are in for a high-octane presentation!  Some people roar ahead in their careers while others stagnate.  Some advance their careers and some unknowingly sabotage their careers.   The difference between the two is having the tools to lead and succeed.  Colonel Jill, an internationally recognized speaker, is an energized and entertaining speaker who will share secrets to leading.  Starting with her stare down with Saddam Hussein, she will take you on a journey of learning, laughing and leaving with “Ah Ha! I can do that.”

Audiences will learn:
Universal and Essential Leadership strategies
The H.O.O.A.H. method – five skills to lead during change
Visual and mental techniques to be seen as a leader 


Demo brought to you by CO-OP
9:45-10:00 am

Networking Break with Exhibitors

10-10:30 am

General Session

10:30 - 11:30 am

Mike Baker, President KIVA Group, Inc.

Demo brought to you by fonolo


Networking Lunch - Sponsored by fonolo
11:45 – 1:00pm 

General Session
1:00-2:00 pm

Meagan Johnson: Zap the Gap – From Bookers to Linksters, how to work with multiple generations.

Our generations and the gaps that separate them are in constant flux, what worked last year probably won’t work today. Anybody still using their VCR? What seemed like a perfect solution yesterday is the source of tomorrow’s problem. You really need to get all those home movies put on disc! … Wait! I mean Digital Storage. Oh No! I mean The Cloud!

The potential for collision, conflict and confusion between the generations has never been greater and the chasm is growing wider every day we ignore the problem. Unwilling to accept standard, by-the-book generalizations, Meagan tackles the generational challenges, myths and misunderstandings head on. Meagan demonstrates to audiences, through her own experience, in depth research and program customization, that all generations have differences and strengths that go beyond mere age and appearance. 

Networking Break with Exhibitors
2-2:30 pm 

General Session

Demo brought to you by PSCU

Round Table Discussions

Reception: Sponsored by PSCU
5:30-6:30 pm 


Tuesday, October 17 

Networking Breakfast: Sponsored by KIVA Group, Inc.
8-8:45 am 

General Session: Rapid Operational Improvement - a Failsafe Methodology
8:45-9:45 am

Sean Tyler and Steve Campbell, Marathon Partners Consulting
brought to you by CO-OP

Sean Tyler and Steve Campbell will show you Marathon Partner's fail-safe methodology for achieving rapid operational improvement in the contact center or back office. And what it takes to sustain those improvements year over year! Highlights of their approach include: the two-week analysis, a roadmap for change, urgent yet sensible change management, agile process improvement and the system for managing (SFM). Core to sustainable change is the premise that the SFM is not intended to occur once in a while. It is a philosophy, a way of communicating and is designed to be a commitment to coaching and continuous improvement (3Cs).

Demo brought to you by KIVA Group, Inc.
9:45-10:00 am 

Networking Break with Exhibitors
10-10:30 am 

General Session: Don Arkell
10:30-11:30 am 

Demo brought to you by Upstream Works Software, Ltd.
11:30-11:45 am 

Networking Lunch: Sponsored by Unstream Works Software, Ltd.
11:45-1:00 pm 

Breakout Sessions
1:00-2:00 pm

Rory Rowland: Listen So Others Will Speak, Speak So Others Will Listen
This program takes the power of communication further. Listening is the most important tool in the communication skill box. The more we listen the more we are heard. This is a powerful program that will change how you view the power of listening. 

Janie Warner: Why Hiring Call Center Employees is Different
You have a position opening. You advertise. You interview. You hire. Done. Move on. But, wait! You are hiring for a call center position. Many of the “rules” of hiring do not apply here! This session will discuss 5 distinct differences in hiring for a “Center of Excellence”. From how you advertise, to the specifics of how you interview, the process is and should be different from most any other job. Participants will learn how to target the people they REALLY want working for them – and why the tried and true methods of the past get thrown out when it comes to call centers. 

Kerri Smith: Genius Begins in the Sandbox
“Creativity involves breaking out of established patterns in order to look at things in a different way” – Edward de Bono

In this session, the audience will explore how to break out of their “norm” to create success and finding unique ways to “lead” their organization or career to the next level. Great leaders from Steve Jobs to Walt Disney to Henry Ford believed that innovation and creativity happened when we change routines and action.


Networking Break with Exhibitors
2:00-2:30 pm 

Breakout Sessions Repeat
2:30-3:30 pm 

Transition Break
3:30-3:45 pm 

Roundtable Discussion
3:45 – 4:45 pm
Discuss with your peers best practices, current trends and hot topics 

Tuesday Evening Event
6:30 – 9:30 pm


Wednesday, October 18 

Networking Breakfast
8-8:45 am

General Session: Adapt Telephony Services, LLC
8:45-9:45 am

Is your Company at Risk because of your Call Center?  Ensuring your Call Center is not an easy target for Social Engineering attacks.

Demo brought to you by Adapt Telephony Services, LLC

9:45-10:00 am 

Networking Break
10-10:30 am

Closing Keynote: Lori Bocklund
10:30-11:30 am


Safe travels home…..see you in 2018