{"id":12011,"date":"2023-05-16T14:12:42","date_gmt":"2023-05-16T14:12:42","guid":{"rendered":"https:\/\/premiernx.com\/?p=12011"},"modified":"2025-07-29T15:31:46","modified_gmt":"2025-07-29T15:31:46","slug":"call-contact-center-expo-2023-insights-and-key-takeaways","status":"publish","type":"post","link":"https:\/\/premiernx.com\/uk\/blog\/call-contact-center-expo-2023-insights-and-key-takeaways\/","title":{"rendered":"Call &#038; Contact Center Expo 2023: Insights and Key Takeaways"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p>The Call &amp; Contact Center Expo is an industry event catering to professionals in the\u00a0customer care, contact center, and customer experience field. This year, it was held at the Las Vegas\u00a0Convention Center.<\/p>\n<p>This year\u2019s expo offered educational sessions, keynote presentations, and networking opportunities on\u00a0customer strategy, employee engagement, technology, and innovation. The event was an excellent\u00a0opportunity for organizations to connect and strategize on optimizing Customer Experience (CX) for\u00a0their client base. The exhibition covered various aspects of customer support, CX, UX, Channel\u00a0Partnering, Cyber, Data &amp; Smart Security, and Collaboration Technology.<\/p>\n<p><img decoding=\"async\" class=\"lazyload aligncenter size-full wp-image-12013\" src=\"https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-scaled.jpg\" data-orig-src=\"https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-scaled.jpg\" alt=\"\" width=\"2560\" height=\"1338\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271338%27%20viewBox%3D%270%200%202560%201338%27%3E%3Crect%20width%3D%272560%27%20height%3D%271338%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-200x105.jpg 200w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-300x157.jpg 300w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-400x209.jpg 400w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-600x314.jpg 600w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-768x401.jpg 768w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-800x418.jpg 800w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-1024x535.jpg 1024w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-1200x627.jpg 1200w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-1536x803.jpg 1536w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/call-contact-center-expo-Insights-and-key-takeaways-scaled.jpg 2560w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h2>C&amp;CC Key Takeaways:<\/h2>\n<p>Delivering a breakout session on \u201cCo-Sourcing vs. Outsourcing \u2013 How to Maximize Your Partner\u00a0Relationship\u201d, Premier leadership also shared insider takeaways from the two-day exhibition.\u00a0Providing a unique perspective on how the changing business landscape requires a partnership\u00a0mentality, Premier COO, Dave Shapiro highlighted how co-sourcing fits the narrative.<\/p>\n<p>The <strong><a href=\"https:\/\/www.einpresswire.com\/article\/631375167\/outsourcing-veteran-shares-insights-in-las-vegas-convention-of-professionals\">Call &amp; Contact Center Expo 2023<\/a><\/strong> had over 100+ speakers from various companies and organizations.\u00a0Some highlights from collective event sessions included:<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-1 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">The need for technology and automation in call centers is still prevalent.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Companies are looking to improve customer service and still finding it hard to reach the right talent to scale.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Businesses are open to outsourcing to enable Process Improvements, cost savings, and to be able to find the right skill set<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">\n<p>Considering <strong><a href=\"https:\/\/premiernx.com\/uk\/how-sales-team-can-enhance-customer-interaction-using-chat-gpt\/\">Chat GPT<\/a><\/strong> and utilization of software and AI to improve the call center experience E.g., reducing background noise<\/p>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">\n<p>How to speed up handling times and utilize autonomous tech to create a seamless experience for staff and customers<\/p>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">\n<p>Discovering new developments within immersive technologies<\/p>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Using AI to put customer support on autopilot and get 8x faster results &#8211; Microsoft &amp; Google<\/p>\n<ul>\n<li style=\"list-style: disc;\">The latest and greatest in customer support AI<\/li>\n<li style=\"list-style: disc;\">Case studies showcasing how key insights boost customer retention<\/li>\n<li style=\"list-style: disc;\">Integrating AI to get 8x faster<\/li>\n<\/ul>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Simplifying complexity to improve customer experience &#8211; AT&amp;T<\/p>\n<ul>\n<li style=\"list-style: disc;\">Using AI\/ML to leverage patterns and simplify the customer experience<\/li>\n<\/ul>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Optimizing CX With a Relevant Wage and Labor Strategy \u2013 TTEC<\/p>\n<ul>\n<li style=\"list-style: disc;\">Retaining top talent through wage strategy for top performers<\/li>\n<li style=\"list-style: disc;\">Understanding current market conditions can impact the CX industry<\/li>\n<li style=\"list-style: disc;\">Proven strategies can quickly respond to market conditions<\/li>\n<\/ul>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Beyond Bots &#8211; Doing so much more with AI in the Contact Center &#8211; RingCentral<\/p>\n<ul>\n<li style=\"list-style: disc;\">AI in contact centers goes beyond bots<\/li>\n<li style=\"list-style: disc;\">AI can help do more with less, improve customer experience, and agent productivity<\/li>\n<li style=\"list-style: disc;\">insights on operations and customer sentiments<\/li>\n<li style=\"list-style: disc;\">embedding AI in every part of the customer journey for transformative results<\/li>\n<\/ul>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">The Hard and Hidden Costs of Attrition in Contact Centers &#8211; Cinareo Solutions<\/p>\n<ul>\n<li style=\"list-style: disc;\">Agent attrition is a significant unwanted expense in contact centers<\/li>\n<li style=\"list-style: disc;\">Estimates often exclude hidden and indirect costs ($6,000 to $10,000 per agent)<\/li>\n<li style=\"list-style: disc;\">Can undermine decision-making and planning<\/li>\n<li style=\"list-style: disc;\">Six Myths about the Cost of Attrition<\/li>\n<li style=\"list-style: disc;\">How to calculate hiring, training, nesting, and attrition expenses accurately<\/li>\n<\/ul>\n<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-2 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p>Attendees had the chance to attend masterclasses for first-hand knowledge of the latest customer\u00a0service and support tools. 300+ exhibitors showcased innovative services and products that have\u00a0revolutionized the customer experience journey.<\/p>\n<p>Industry experts, thought leaders, and business owners alike, shared best practices for success in the\u00a0contact center industry. The event also showcased the latest products and services from vendors to\u00a0improve contact center operations. The expo highlighted the latest advancements in contact center\u00a0technology, including AI, chatbots, speech analytics, omnichannel solutions, and cloud-based platforms.\u00a0Overall, the event encompassed the utilization and improvement of automation tools, CX strategies,\u00a0data analytics, compliance regulations, and industry-specific solutions.<\/p>\n<h3>About Premier<\/h3>\n<p>Premier seeks to be a seamless extension of its client\u2019s business processes by immersing in\u00a0the\u00a0client\u2019s values and objectives. The company offers co-sourcing, a hybrid approach to\u00a0outsourcing,\u00a0across multiple functions for several industries through its global sites. Premier has\u00a0invested in\u00a0security and compliance processes including obtaining PCI certification and has been serving\u00a0clients\u00a0since 2003.<\/p>\n<p>To learn more about our <strong><a href=\"https:\/\/premiernx.com\/uk\/co-sourcing\/\">co-sourcing<\/a><\/strong> capabilities, <strong><a href=\"https:\/\/premiernx.com\/uk\/contact-us\/\">reach out to us for a free consultation<\/a><\/strong><\/p>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":12013,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[285],"tags":[421],"webevents":[],"post-industries":[520,528],"post-services":[531],"post-solutions":[],"class_list":["post-12011","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-event-blogs","tag-all-blogs","post-industries-ecommerce","post-industries-tech","post-services-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Call &amp; 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