This track is packed with compelling and actionable sessions on how leading contact centers attract, train, engage and assess top agent talent to ensure optimal performance and customer loyalty. If you are looking to fortify your front line with highly capable and committed specialists in customer service, support and/or sales, with an ultimate goal of retaining your top performers, you can’t afford to skip this critical track!

105: Why Making the 'Sales Connection' is Your Contact Center's Key to Empowerment (So You Can Stop Begging for Funds!)
Anne Slough Director, Sales and Service Practices, LSA Global Jane Pearson-Wray CSG - Sr. Manager, Continuous Improvement, Electrolux Major Appliances, NA

205: Staffing Challenges and Successes in a Small Contact Center
David Gingrich Operations Director, Customer Support – Laboratory Medicine, Geisinger Health System

305: Generation Y? Designing Learning to Engage the New Agent Workforce
Jim Guilkey President, S4 NetQuest

405: Engage Your Agents With Web-Based 3-D Animated Gaming Simulations: The Wave of the Future in Training
Bob Davis President, Robert C. Davis and Associates

505: A Whole New Set of Writing Skills: How to Train Phone/E-Mail Agents to Chat with Customers
Leslie O’Flahavan Owner, E-Write

605: Per-Fessional: 7 Steps to Improving Your Culture Inside and Out
Greg Troxell Customer Care Manager, United Stationers

705: New Ways To Use Gamification To Curb Tardiness, Absenteeism and Turnover
Bob Cowen Representative, Snowfly

805: Transitioning Call Centers for Success with Gen Y
Kevin Childs Contact Center Practice Leader, ManpowerGroup Solutions Kate Donovan Managing Director, ManpowerGroup Solutions

901: Improve Sales Performance by 56 Percent
Tab Norris President & Co-Founder of Aslan Training & Development, ASLAN T&D

1003: Building a Culture that Cares
Rich Hand Director, Publication and Membership, Contact Center Association

1004: Teach, Train, Transition a Winning Team!
Jonnita Pleasant Director of Patient Access, Baylor College of Medicine