Call Center Conferences 2018: Must-Attend Events for Support Leaders

Navigating the quickly evolving realm of call center support is not an easy task. As customer support and experience remain essential in today’s business world, companies need to stay up-to-date on best practices and emerging trends to remain competitive. Attending the right call center conference for your company provides an opportunity for educational and networking opportunities.

With 2018 quickly approaching, your company should be looking to enhance call center productivity, increase customer experience, and improve agent performance. Any number of Customer support conferences will inspire and equip you to set, meet, and beat your call center goals.

But which events are the best customer service conferences to attend? We’ve got you covered with a handful of different contact center industry events that provide in-depth expertise and access to valuable resources.

Elevate Support

When: March 30-31

Where: Philadelphia

What: Elevate Summit is an exclusive conference created just for customer support and customer experience professionals. Elevate events started in 2012 to meet the immediate need for education and career development for customer support teams. Sessions are organized to bring actionable takeaways for every attendee, no matter their job title. The first day’s talks, which are TED-style—15 minute or less sessions, focus on soft skills for support teams. The second day includes topics such as how to implement technical changes, use effective metrics, and improve team efficiency.

Who: Most attendees are on the front line of customer support—they’re support agents, managers, or team leads. This conference provides an intimate setting for attendees, with only 150 total seats sold per event.

Speakers: Elevate’s events have showcased more than 250 companies. The 2018 schedule includes speakers from companies including Buzzfeed, Pinterest, HubSpot, Trello, and many more.


When: April 17-19

Where: Indianapolis

What: Yellowship, Lessonly’s inaugural user conference, propels individuals, teams and businesses to learn—and win—like never before. This event includes two full days of compelling keynotes and relevant breakout sessions that features engaging discussion and captivating content—all with the goal of helping teams do better work. Attendees also have the opportunity to take part in pre-conference training sessions that cover training best practices.

Who: Yellowship is for leaders of all kinds, including support leaders, who want to help their teams improve and grow.

Speakers: This event features more than 20 industry influencers such as Jay Baer and Kyle Maynard. Speakers represent companies including Thumbtack, Spredfast, Inc., Sprout Social, and more.

ICMI Contact Center Expo

When: May 21-24

Where: Orlando

What: According to its website, the ICMI Contact Center Expo “is the highest rated and most trusted contact center event in the industry.” The ICMI Expo unites contact center professionals “looking to further their knowledge in an industry in constant transformation.” The program, which includes more than 75 sessions from over 100 speakers, attracts an estimated 1,500 plus attendees each year.

Who: There’s something for everyone at the ICMI Contact Center Expo. Each year, ICMI provides content designed to meet the needs of all contact center professionals, including senior level VPs and directors, new and experienced managers, customer support professionals, and CTOs. Attendees plan their conference experience around seven different learning tracks that best fit their roles and needs.

Speakers: 2018’s lineup includes keynote presentations from the Disney Institute, Eric Whitacre, Nataly Kogan, and many more.

Customer Service Summit West

When: June 7-8

Where: San Diego

What: The Customer Service Summit will guide attendees into the future of customer care, social care, and multichannel customer service. The event highlights practical, real-world case studies from proven leaders. The agenda focuses on the next generation of customer service and will provide insights on multichannel resolutions, technological innovations, scalability, and personalization. The event will also head East in October for Customer Service Summit East.

Interested in attending? Use Lessonly’s discount code LESSONLY300 at either event.

Who: Over 2,500 customer experience executives have attended Incite events since they started in 2010. Attendees include senior leaders in director, manager, vice president, and executive roles.

Speakers: The agenda features more than 25 expert speakers who work in-house at globally recognizable brands including MasterCard, Airbnb, Delta Airlines, and many more.

CCW Expo

When: June 18-22

Where: Las Vegas

What: CCW, which started in 1999, is the world’s largest customer contact event series. CCW brings the entire customer contact community together for interactive discussion groups, ‘lunch and learns’, and keynote presentations. The event features more than 150 expert speakers, 12 hours of networking, and 200 sponsors. Attendees have the opportunity to discuss strategies for equipping and maximizing agent potential and attend presentations that share best practices from a variety of customer service operations.

Who: With a balance of conference and expo formats, CCW is a place where approximately 2,500 customer care, CX, and contact center leaders come together.

Speakers: Attendees will hear insights from Barbara Corcoran, Jeanne Bliss, and Shep Hyken—just to name a few.

Contact Center & Customer Service Summit

When: November 12-13

Where: Austin

What: The Contact Center Summit is a one-of-a-kind complimentary business event. The summit provides attendees with the opportunity to sit down with solution providers—the top minds of the contact center industry—who can offer their services or thoughts about specific projects, goals, or industry trends. In addition to meeting with solution providers, the event offers the chance to attend workshops where industry experts will share insights that help contact center leaders improve and grow.

Who: This event brings 50 VPs and Directors of contact centers—or “delegates”— together.

Agenda: Because of its unique format, attendees have the ability to create a customized itinerary based on their selected meetings, covering topics such as eLearning, training and development, call monitoring, management/optimization and more.

It’s important to note that this is just the tip of the iceberg for customer service conferences. 2018 is full of fantastic and exceptional events, in fact, ICMI and CCW host a variety of other events in addition to the contact center conferences listed above. We’re also looking forward to learning more about the following events:

Zendesk Relate
Contact Center World
QATC Annual Conference

We look forward to seeing you out on the road—or here in Indy in April!

Provide Learning Opportunities to your Entire Support Team with Lessonly

Call center teams across the globe use Lessonly to share important knowledge and skills with their agents. Apply the best practices and information you receive at a call center conference to create engaging training opportunities with our team learning software. Take a tour today, or connect with us at Yellowship!

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