Denise Munro – SCTC President

All participants introduce themselves

Speaker:  Dr. Marc Hoit, Chief Information Officer, North Carolina State University  

Speakers:  Beth English (EE & Associates) and Melissa Swartz (Swartz Consulting, LLC)

Artificial Intelligence (AI) is a hot topic in the industry, and it seems to be everywhere. With all the buzz it can be difficult to parse out what is real.  What should consultants (and their clients) be planning next?  What do consultants need to know to advise clients who are considering the use of AI? This session will provide:

• A high level overview of AI and potential use cases
• An approach for evaluating the value of AI projects
• Guidance on the factors required for a successful project
• Risks and other considerations

AI is not a “one size fits all” solution. How are vendor approaches different, and why? How is AI used in various vertical markets? What does the future hold?

Speakers: Steve Brock, Brian Reijngoud, Amir Hameed, Chris Vitek

Moderator: Jon Arnold

Speaker:  Jon Arnold, J Arnold & Associates

Speaker: Amir Hameed, Senior Vice President Worldwide Solutions Sales and Engineering, Ring Central

Learn more about what NG911 is and how is it differs from E911.  In this session we’ll explore what it means to your clients, the adoption rates, and what consultants need to know to help their customers.

Speakers: Kevin Kito, Christian Militeau, Martha Buyer, Beth English, John Purnell

Moderator: Greg Pittman

Speaker: Art Yonemoto, Yonemoto & Associates

These myths can lead to increase costs, hasty decisions, loss of function during an emergency.This is a financially and techincally oriented session that identifies common myths, how they can negatively impact your clients. The session provides solutions and ideas. Included is a step by step review of different types of disasters and the pro’s/con’s for each solution (POTS, VoiP, 

Tools, solutions, and guidance are available to create an overall better experience from the agent, customer, and client perspective – and are providing REAL results.

Speakers: Hardy Myers, Becky Powell, Brad Shaw, Karen Smith

Moderator: Barb Grothe

Speaker: Tim Zarkovacki, InTec Consultants 
This session explores how stress is affecting Contact Center Agents, increasing turn overrates, and reducing productivity in call centers all around the work. All attending will also get an exclusive preview of key findings on how stress is affecting productivity and agent turnover. We will explore how the use of AI via chatbots, and other self-service options is raising expectations and increasing the stress on agents.