Colin Taylor
I spent last week at the IQPC Call Center Summit in Orlando Florida. The venue was quite nice, though there was some distance to travel to find the lundcheon rooms. The speakers convered the gamut for such events and the topic of Social Media was once again prominent. The presentation by Michael Biondo from Thumbplay was suggested by a number of other attendees as one of the best as was the one by Steve Riddell of Blinds.com.
The number of delegates was up from last year as were the number of exhibitors in the trade show and both of these points bode well for the burgeoning recovery. There seemed to be a lot more managers and line staff in attendance this year, however. So while the number of attendees increased it appears the quality and seniority of the attendees declined.
I had a number of great meetings during the event and and also completed a couple of interesting interviews: one with Barb Bleiler of WPS who was speaking at the event, she and I sat down to discuss self service in call centers in general and the WPS call center in particular. My second interview was with Michael Biondo of Thumbplay, we discussed social media and the opporunities of call centers to use these channels to get closer to their customers. Both of these videos are availab on our YouTube Call Center Channel .
I also enjoyed my tour of the CCA (Call Centers of America) facility in Orlando, it was both interesting and informative.
Overall I would rate the event a 6 out of 10 and look forward to the next IQPC event ‘Call Center Week’ in Las Vegas this June.
1 comment:
The post was regarding the Call Center Summit. As you may know the Summits play a matchmaker role, matching solution providers (vendors) to delegates (prospects). This aspect of the event was lacking: the delegates were often junior, generally not the decision maker and the number of promised meetings wasn’t met. With thousands of dollar invested these results were disappointing.
As I said in my post the speakers were good and the trade show and venue were fine.
So the next Summit will need to improve on the above points to warrant a score of 10.
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