Call Center Campus equips attendees with essential tools to provide customer service excellence and to understand the changes facing our industry
Three days of courses, keynotes, sessions and conversations, providing opportunities to learn, share, network, and solve challenges together.
Our program will strengthen skills, provide fresh insights, and inform you about the latest technological advancements and emerging trends in AI that impact Customer Experiences and your management objectives.
Courses from our College of Call Center Excellence™, with over two decades of experience, featuring the industry’s premier team of instructors:
- Contact Center Manager Certification
- Quality Assurance Management Certification
- Workforce Management Certification
- Supervisor Certification
Symposium providing thought-provoking keynote and breakout speakers who will cover crucial issues and share use cases and the latest best practices. Dive deeper into the topics that matter to you, with interactive discussions that will inspire innovative thinking and encourage you to explore strategies for advancing your call center in this age of evolving AI.
Contact Center Site Visit (Optional) to a local contact center. Talk with the managers and share questions, experiences and solutions with the other attendees. Coach transport and visit included in cost.
Evening Out at the nearby Austin Domain Punch Bowl Social
Vendor Exhibit Booths provide you opportunities to talk informally with technology and other providers during breaks and evening mixers. Participants appreciate this no-pressure, high-information approach to technology discovery. Gain insights you can bring back to your center.
Awards Ceremony will recognize the achievements of high performers in our Top Contact Centers Contest and those who have attained Center of Excellence status.
Unique Learning Opportunity. There is no better use of your training and development budget. Don’t miss out on this exceptional opportunity to connect, learn, and grow with industry leaders. Secure your spot now for Call Center Campus 2024!
Conference Overview
Wednesday, October 22
Training Courses
Thursday, October 23
Day One: Connection, Inspiration, and Industry Insights
8:00 AM – 9:00 AM: The Power of Community Networking Breakfast with Valerie McSorley, Executive Producer, Call Center Campus
Fuel your body and your spirit with a warm and welcoming breakfast designed to spark meaningful conversations and connections. This is more than just coffee, it’s the first step in building the community that will support, inspire, and grow with you over the next two days. Whether you’re reconnecting with familiar faces or meeting someone new, this casual and inclusive gathering sets the tone for collaboration, camaraderie, and collective growth.
9:15 AM – 9:45 AM: Official Welcome & Opening Remarks, Bruce Belfiore, CEO, BenchmarkPortal
Join Bruce Belfiore as he sets the stage for Call Center Campus with a warm and inspiring welcome. He’ll share key conference highlights and offer a glimpse into the journey ahead. This is your opportunity to get grounded in the theme, connect with the mission, and embrace the energy that will guide us through the next two days of learning, networking, and growth.
9:45 AM – 10:45 AM: Opening Keynote – Grace Under Pressure – Mental Health in the Contact Center
The modern contact center can be a high-stress environment—and the well-being of our teams has never been more important. This session shines a light on the mental health challenges frontline employees face and provides actionable strategies for leaders to support, uplift, and empower their people.
11:00 AM – 12:00 PM: Real-World Case Study – Innovation in Action
Hear firsthand how a leading organization tackled a complex challenge and came out stronger. This session dives deep into strategies, lessons learned, and the transformative impact of bold, innovative thinking.
12:00 PM – 1:00 PM: Networking Lunch – Industry Vertical Roundtables
Share a meal and meaningful conversation with peers from your industry during this guided networking lunch. Whether you’re in healthcare, financial services, retail, insurance, or another key vertical, you’ll have the chance to dive into targeted discussions, exchange insights, and make powerful connections with those who truly understand your world.
1:00 PM – 2:00 PM: Designing Empathetic AI: Creating Compassionate Digital Interactions
Learn how to design AI bots that genuinely connect with users through empathy. This session explores key techniques like active listening, emotional validation, and personalized responses to create more human-centric experiences. Through real-world examples and engaging discussion, discover how empathetic AI can build trust, offer meaningful support, and enhance the way people interact with technology.
2:00 PM – 3:00 PM: Unlocking Hidden Potential – Maximizing Your Tech Investment
Explore how to go beyond the basics and tap into underutilized features within your existing technology platforms. This session will spotlight the often-overlooked “bells and whistles” your company may already have access to—tools that can streamline operations, elevate the customer experience, and drive smarter decision-making. You’ll leave with practical strategies to identify what’s being left on the table and how to optimize your tech stack without adding new tools or increasing costs.
3:00 PM – 4:00 PM: The State of AI in Action: An Interactive Town Hall
Join us for a dynamic, attendee-fueled session on the current state of AI in our industry. Moderated by Jim Iyoob, Chief Customer Officer, eTech Global Services and a panel of respected thought leaders, this interactive town hall will address the most pressing questions submitted in advance. From automation to augmentation, this open discussion will explore what’s working, what’s not, and what’s next. Expect honest dialogue, diverse perspectives, and an open forum that encourages bold thinking.
4:00 PM – 4:30 PM: Chairman’s Closing Thoughts & Day One Wrap-Up
Before we head into the evening, the Conference Chairman Bruce Belfiore will offer reflections on the day’s key themes and takeaways and set the stage for Day Two.
4:30 PM – 5:30 PM: Networking Reception
Unwind and continue the conversation during our closing reception. Grab a drink, reconnect with new contacts, and toast to a fantastic first day.
6:00 PM: Offsite Evening Event – Punch Bowl Social
Get ready for a night of relaxed fun, games, cocktails and light bites at Punch Bowl Social. Shuttle transportation will be available beginning at 6:00 PM for all attendees.
Friday, October 24
Day Two: Reflection, Action, and Acceleration
8:00 AM – 9:00 AM: Contact Center Leadership Networking Breakfast
Start Day Two on a high note by joining Valerie McSorley for a warm and welcoming morning of connection, coffee, and conversation. This is your chance to continue building meaningful relationships, revisit yesterday’s takeaways, and ignite fresh ideas as we gear up for another day of powerful sessions and inspiration.
9:00 AM – 9:15 AM: Day One Reflections
Led by Conference Chairman, Bruce Belfiore, this opening session will recap key moments and insights from Day One and prep you for our Day Two sessions.
9:15 AM – 10:00 AM: Day Two Keynote – TBD
10:00 AM – 10:45 AM: Breakout Roundtable Discussions – Session One
Dive into focused conversations on today’s most pressing topics. These small group discussions offer peer-to-peer learning and real-time problem-solving in an open, collaborative format.
10:45 AM – 11:30 AM: Breakout Roundtable Discussions – Session Two
Switch tables and topics as we continue to explore solutions, share perspectives, and build on the momentum of the morning. Each session offers new voices, fresh thinking, and space to explore challenges and ideas with a group of your industry peers.
11:30 AM – 12:00 PM: Final Wrap-Up & Awards Ceremony – Turning Insight Into Action
We’ll come back together to close out the program with highlights from the experience, final reflections, and award distribution. Leave inspired, informed, and ready to take action in your Contact Center.
12:00 PM: Boxed Lunch Send-Off
Pick up a boxed lunch and join us for one final gathering as we say goodbye. Whether you stay to chat or grab and go, take this moment to reflect on the meaningful connections made, the ideas shared, and the sense of community we’ve built together over the past two days.
1:00 PM: Optional Site Visit – Local Austin Contact Center Tour
Cap off your conference experience with an exclusive behind-the-scenes tour of a leading local Contact Center. See best practices in action and take-home practical inspiration for your own operation. Transportation will be provided for registered participants.
4:00 PM: Event Concludes
*Conference Agenda Subject to Change
Registration
Your registration includes:
· all Symposium sessions
· all breakfasts and lunches
· all evening networking events, including Punch Bowl Social
· awards ceremony
· Call Center Visit
Courses
-
Call Center Campus Quality Assurance Certification Training & Symposium – October 22-24, 2025
$1,995.00 -
Call Center Campus Workforce Management Certification Training & Symposium – October 22-24, 2025
$1,995.00 -
Call Center Campus Supervisor Certification Training & Symposium – October 22-24, 2025
$1,995.00 -
Call Center Campus Management Certification Training & Symposium – October 22-24, 2025
$2,995.00
Testimonials From Past Events
“I love being connected to BenchmarkPortal and the valuable information that is provided. Has been an amazing experience.” Call Center Campus Attendee
“Definitely can take things back to improve effectiveness in our center.” Call Center Campus Attendee
“This experience was invaluable. Being able to meet peers and discuss successes and challenges, was a great learning and growth experience.” Call Center Campus Week Attendee
“Well organized, we were properly informed of all events and it was a good use of our time. Joe is a great instructor and Crystal provided excellent customer service.” Call Center Campus Attendee
“BenchmarkPortal’s Call Center Symposium is an excellent event! The content shared covers tried-and-true as well as tried-and-failed solution discussion opportunities for problems unique to the contact center industry. The forum allows participants to network, share ideas, and walk away with immediately applicable actions they can take back to their teams to begin making positive impacts. It’s always a pleasure to attend this event and meet with other contact center professionals who really “get” it!” Mindy Lamb Director, Call Operating Effectiveness Cigna
“An amazing event with wonderful carefully chosen speakers with much good information to impart. It was energizing! I felt totally rejuvenated about our contact center and how we can make it better!! This was well worth the trip and the time to come! Makes me want to work even harder to engage and motivate our agents!” Cindy Trow, Quality Assurance Manager, MedicAlert Foundation
“I have learned new information on how to apply changes based off of the collective sharing of knowledge performed at the class as well as at the symposium.” Call Center Campus Attendee
“This event including our Center of Excellence certification was really useful. It brought to us many areas for improvement and made us think of new initiatives in Al Hilal Bank.” Eman Amein, Quality Manager, Al Hilal Bank
“Very good conference. Very informative and the presenters were very knowledgeable and presented the information well.” Tim Dawkins, Associate Manager Member Services, MESSA
“Workforce Management class and the Symposium gave us a wealth of knowledge that we will take back and start to work on.” Clint Rosser, Manager of Installation and System Support, Karmak Technologies
“Thank you for inviting us and allowing us to share a little of our story. The whole week was a great, each of us took away something from the training and networking event. We look forward to attending Call Center Campus again.” Matt Conant, Director Customer Experience, PLATO Learning