Call Center Campus New Orleans

Call Center Campus Symposium – Apr 6 – 7, 2017


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Product Description

Call Center Campus Week Symposium – April 6-7, 2017

The Call Center Campus Symposium offers sessions that provide a hands-on learning environment. Attendees can obtain new skills, reflect critically on their work, and learn from other individuals and organizations confronting dilemmas similar to their own. At the same time, call center leaders can learn how to raise their best practice skills to new levels, while sharing their best practices with peers.

Call Center Campus TimelineBenchmarkPortal intends that attendees gain new and practical insights, as well as strategies that contribute to their organizations’ strengths and sustainability. The training at the Call Center Campus Symposium should also enhance individual leadership skills of attendees. As a Call Center Campus attendee, not only will you benefit from the opportunity to interact with your peers, BenchmarkPortal Experts, and other industry leaders, but you will walk away with incredible tools that can be immediately applied in your center. Our mission is to create a significant networking event for the call center industry – one that focuses on networking and building relationships and that does not require exhibiting or catering to end-users. This event focuses on core topics, hands-on learning, increasing one’s knowledge of best practices and driving success in your career and center.

Breakout Sessions, Roundtables & More…

  • Industry-Leading Speakers
  • Hands-On Learning Environment
  • Obtain New Skills
  • Reflect Critically
  • Learn From Other Individuals & Organizations
  • Raise Best Practice Skills to New Levels
  • Breakout Sessions & Roundtables: Share business challenges, approaches and best practices on a number of hot topics among your peers

Registration Includes:

  • Attendance to the Call Center Campus Symposium
  • Networking reception on Thursday evening with mixed drinks, wine, beer and hors d’oeuvres
  • Complimentary daily buffet breakfast (lunch is open)
  • Social Meetup on Wednesday evening with mixed drinks, wine, beer and snacks
Social Hour at Mannings, Call Center Campus
Top Contact Centers Contest Awards Ceremony
Call Center Campus Group Discussions

Welcome Social | Networking Reception | Networking Breaks

  • Social Meet-up at Manning’s Restaurant | Wednesday, April 5, 2017 – 6:00pm-8:00pm.
    Meet and network with other attendees and the BenchmarkPortal team in a relaxed, social setting. Mixed drinks, wine, beer and snacks are included!
  • Networking Reception & Awards Ceremony | Thursday, April 6, 2017 – 4:30pm-6:30pm.
    This is another networking opportunity. Enjoy an open bar and hosted hors d’oeuvres . BenchmarkPortal will recognize centers that have placed in our Top Contact Center Contest, as well as centers that have achieved Center of Excellence status.
  • Networking Breakfasts and Breaks: Get to know your peers while enjoying complimentary buffet breakfasts and coffee breaks.


5:30pm – 7:30pm, Wed., Apr. 5th
8:00am – 6pm, Thur., Apr. 6th
8:00am – 12pm, Fri., Apr. 7th


Harrah’s New Orleans Hotel, 228 Poydras St, New Orleans, LA 70130

Harrah's New Orleans Hotel

Countdown to 2017 Call Center Campus








Social Meetup – Wednesday, April 5

6:00pm – 8:00pm: “Social Meetup at Mannings” – Meet and network with other attendees and BenchmarkPortal team in a relaxed, social setting. Alcoholic beverages and appetizers provided


Call Center Campus Symposium – Thursday, April 6

8:00am – 8:30am: Networking Buffet Breakfast

8:30am – 8:45am:  Welcome to Call Center Campus

8:45am – 9:45am:  Opening Keynote – The Future, Bruce Belfiore, CEO, BenchmarkPortal

9:45am – 10:00am: Networking Break

10:00am – 10:45am: Multi-Channel Transitioning – Interactive Discussion

Our expert panel will make short presentations and then engage with our attendees on these hot topics.

10:45am – 11:45pm: Workforce Management & Technology

  • Session 101: Today’s Technology Challenges: Omni-channel, Premise vs. Cloud, Voice Analytics
  • Session 102: How to Design, Optimize and Handle your WFM For Success

12:00pm – 1:30pm: Lunch Break (on your own)

1:30pm – 2:30pm: All About Agents & Customers

  • Session 201: Developing A Customer First Culture That Drives FCR
  • Session 202: Peak Performance & Engagement Equals Results From Your Team

2:30pm – 2:45pm: Networking Break

2:45pm – 3:45pm: Quality Assurance & Coaching

  • Session 301: Agent Coaching & Training In a Millennial World
  • Session 302: How to Enhance Your Culture by Changing Your Coaching Approach: How to Build Trust & Accountability

3:45pm – 4:00pm: 1-Minute Session Highlights – Did You Have an “AHA” Moment Today?
Take the mic and share in 1-minute the most impactful take-away/idea you learned or created today! Volunteers be ready as there is only 15 minutes/15 ideas/15 people.

4:00pm – 6:00pm: Networking Reception & Awards Ceremony


Call Center Campus Symposium Friday, April 7

8:00am – 8:30am: Buffet Breakfast

8:30am – 9:00am: Forward Thinking – Bruce Belfiore, CEO, BenchmarkPortal

9:00am – 10:00am: Customer & Agent Satisfaction (Presentation & Breakout Discussions)

  • Session 401: Satisfaction Super Session: Stories about Surveys, Results, Actions & Success for Customer & Agent Satisfaction

10:00am – 10:15am: Networking Break

Our expert panel will make short presentations and then engage with our attendees on these hot topics.

10:15am-11:00am: Benchmarking & Excellence

  • Session 501: Messing With Metrics: Changing Behavior Through Data
  • Session 502: Journey to Excellence – Improvement Ideas That Make A Real Difference

11:00am – 11:45pm: Problems & Solutions – Open Discussion
A fun interactive discussion among the community to discuss difficulties you are facing and share possible solutions. This is an open air discussion driven by the audience.

11:45am – 12:00pm: 1-Minute Session Highlights – Did You Have an “AHA” Moment Today or Yesterday?
Take the mic and share in 1-minute the most impactful take-away/idea you learned or created today! Volunteers be ready as there is only 15 minutes/15 ideas/15 people.

12:00pm – 12:15pm: Closing Remarks Bruce Belfiore, CEO, BenchmarkPortal

Harrah’s New Orleans Hotel and Casino

You will be responsible for confirming your own lodging needs. Call Center Campus is being held at Harrah’s New Orleans Hotel and we have secured a fantastic discounted hotel group rate. This hotel is unlike any Harrah’s you have seen before!
Nightly Rate: $139 per night** (not including tax & resort fees)
Booking Nights Available: Sunday, April 2, 2017 – Thursday, April 6, 2017
Hotel Location: 228 Poydras St, New Orleans, LA 70130, View Map

**Bookings must be made no later than Monday, March 13, 2017 to receive our special discounted group rate. After that date our room block will be released. Rooms will be available depending on hotel availability and will be priced at the current rate at that time.

Nearest Airport and Directions:

  • Louis Armstrong New Orleans International Airport – 30 minutes to Harah’s New Orleans: Map Link
  • Taxi or Shuttle Service to Harrah’s from Airport: Harrah’s does not provide shuttle service to and from the airport. Taxi fare to and from the airport is normally no more than $40 one way. The airport is approximately 15 miles from the hotel. The shuttle service available at Louis Armstrong International Airport is Airport Shuttle and they may be reached from 7am until 7pm daily at 504-522-3500. The one-way fare is approximately $25.00. You may also purchase tickets online at “A” Airport Limousine Service is located at 900 Airline Drive, Kenner, LA 70062 and can be reached at 504/305-2450.

Early Bird Discount:

Register early to receive $150 off. Discount expires March 18, 2016. Please register by payment or invoice before this date. Discount code is CCC2016. Early bird discounts cannot be combined with other offers or discounts.

Group Discounts:

If you have 2 or more individuals that would like to take the call center training course, please contact us for a group discount! Discounts cannot be combined with other offers or discounts. Group discounts cannot be combined with other offers or discounts. Groups must all be submitted and registered at the same time in order to receive the group discount.


Preferred Partner Discount:

Center of Excellence Members- 15% off. Please contact your relationship manager to get your preferred partner discount code. Discounts cannot be combined with other offers or discounts.

Center’s of Excellence:

Please contact your relationship manager for a “COE Package.” This package offers 1 free pass to the symposium. This package includes daily breakfast, symposium event, networking night with cocktails & hors d’oeuvres. In addition you receive a 15% discount off of the workshops for your team.

“I have 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

“Benchmark Portal’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

American Family InsuranceDesjardins Cards ServicesDelta Dental of California
State of North CarolinaHewlett PackardColumbia Sportswear
RedboxSirius XMEgis Projects Canada
IBMState of GeorgiaPitney Bowes
Bright HorizonsSafe AutoState of Michigan
Booz Allen HamiltonMcKessonBank of America
Sierra HealthBoeingMedtronic
VerizonJohn DeereAT&T
PerrierUrban OutfittersNestle
Chicos FAS IncEdfinancialCisco
AAA ClubsHarris BankNationwide
Choice HotelsRide UTAGAF
University of MichiganHyattMazda
3MPLATO LearningTD Ameritrade
Principal Financial GroupWilliamson-Dickie Mfg. Co.Georgia Perimeter College
Veterans Administration Health Resource CenterNational Government Services/WellPointEgis Projects Canada Inc.
Atlantis Resort & CasinoGeorge Mason UniversityEmployees Retirement System of TX
KPMGCitizens Energy GroupEmaratech
Capital Market Authority, CMANutri-Health SupplementsOxford Properties Group
Gift Certificates.comRoyal Credit UnionSXC Health Solutions
BroadStarAlbridge SolutionsRCI
VerifoneMetro Credit UnionVistaPrint
Forethought Life Insurance CompanyIndianapolis Power & LightViracor-IBT Laboratories
Dayton Power & LightMotion Picture & Television FundDepartment of Treasury
NorthWestern MutualSmith Haynes & WatsonUnited Healthcare
HerbalifeUnited States Coast GuardSecurity Assistance Corporation
SymcorPortico BenefitsNIPSCO

In-Person Course Cancellation Policy:

  • All students attending a In-Person/Classroom course have up to thirty (30) days before start date to cancel registrations for a refund. Any cancellation within 30 days will become a credit for a future course. Credits must be used within one year (12 months of issue).
  • Any cancellations within 14 days before the course will incur a $100 late cancellation fee. This fee will be deducted from your credit.
  • In rare instances, a course will be cancelled, rescheduled or postponed:
    • All students attending in-person courses have up to thirty (30) days before start date to cancel your registration for a refund. Any cancellation within 30 days will become a credit for a future course. Credit must be used within one year (12 months of issue.)
    • Any cancellations within 14 days before the course will incur a $100 fee. This fee will be deducted from your credit.
    • You may receive a full refund or we can issue a credit for your company
    • BenchmarkPortal cannot be held responsible for penalties resulting from travel arrangements of any kind.
    • In the event that we do have to cancel a training course at the last minute, the college manager will contact you to either reschedule you into an alternate course or provide you with a full refund of the course price.
  • No shows will pay full course rates.

Purchasing Information:

  • Full payment is required 1-day prior to attendance.
  • If you are purchasing one or more of the courses with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit).

General Information:

  • After completion of an in-person course,  you will receive a certificate on the final day of class.
  • Certification through BenchmarkPortal and the College of Call Center Excellence is an achievement that is recognized internationally.
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