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Consero 2014 Contact Center Forum To Explore How Social Media Is Transforming Contact Centers

Forum to be Held in Palm Beach Gardens, Fla. Dec 7-9

BETHESDA, Md- (November 13, 2014) – Consero Group, an international leader in creating high-level, invitation-only events for senior executives, today announced the 2014 Contact Center Forum to be held December 7-9 at the PGA National Resort & Spa in Palm Beach Gardens, Fla. The upcoming Forum will address current challenges facing executives, including how social media is transforming contact centers.

“Contact Center leaders are tasked with adapting to increasingly complex customer needs and delivering an outstanding customer experience across a variety of touch points,” said Paul Mandell, Founder & CEO of Consero. “Consero’s 2014 Contact Center Forum will bring together senior-executive peers to network and engage in discussions based around Consero’s high-level content, yielding insights that will help them set a course for their companies’ continued growth.”

“Consero’s 2014 Contact Center Forum will explore current challenges, including ways executives can optimize the use of social platforms,” said Jessica Druckman, Founder & SVP of Program Development at Consero.  “Discussion will focus on integrating social media contact-handling with the more traditional approaches, as well as how to use the talents of current employees to cross-handle the ever-growing list of social media platforms.”

Additional topics will include:

  • What Gets Measured Gets Managed: Aligning KPIs With Your Customers’ Experience: This session will focus on identifying quality attributes and determining which are most important when measuring the quality of customer service, as well as ensuring that employees receive the tools they need to meet customer demands.
  • On The Home Front: Integrating Your At-Home Contact Center Into Your Brick-And-Mortar Strategy: This session will address challenges such as training at-home agents so that they provide the same customer experience as those employees who are at your main center.
  • Up In The Air: Creating And Improving Your Cloud-Based Infrastructure: This discussion will focus on examining the facts that go into the decision to deploy a cloud-based infrastructure, including examining the main challenges that must be overcome in order to make the deployment a success.

About Consero

Founded in 2010, Consero Group is an international leader in creating industry-specific events for senior-level executives in industries that include: Legal, Compliance, Shared Services, Customer Experience, Finance, IT, HR, Procurement, among others. With operations in the U.S. and in Europe, Consero is best known for transforming the executive experience through intimate, invitation-only programs in a sophisticated learning environment with high-level content. For more information on Consero, please visit

Mark Pasetsky
Mark Allen & Company