2017 AGCCP Conference Chattanooga

Chattanooga, Tennessee
Monday, June 12, 2017

Follow us on social media - @AGCCPConference - and share with other government contact center professionals!

  

 

Contact Liz at 423-643-6302 or lhenley@chattanooga.gov 
Select registrant type:
Summit Sponsor
CONFERENCE REGISTRATION  
Add to calendarMonday, June 12, 2017 3:00 PM - 6:00 PM (Eastern Time)
Location: Main Lobby

Roundtable Discussion  (details)
You don't want to miss this session.  It is your 1st chance to meet and learn about other attendees, make connections with a diverse group of professionals with whom you can share your experiences, ask questions, and brainstorm solutions.  Discussion items from this session will help guide the remainder of the conference.  
Add to calendarMonday, June 12, 2017 3:00 PM - 5:00 PM (Eastern Time)
Location: Walker Room

Board of Directors Meeting  
Add to calendarMonday, June 12, 2017 5:00 PM - 6:00 PM (Eastern Time)
Location: Kinsey Board Room

Welcome Reception and Tennessee Aquarium Tour
Sponsored by Incapsulate
 (details)
Meet in Main Lobby at 6:00 pm to begin Trolley Rides to Tennessee Aquarium.  Event sponsored by:

In today’s world, data is the lifeblood of any organization looking to be its best. We specialize in developing real-time analytics and data visualizations that complement our solutions. We have helped government agencies from the White House to much smaller organizations build dashboards that provide public transparency, operational intelligence, and actionable insights.


Add to calendarMonday, June 12, 2017 7:00 PM - 10:00 PM (Eastern Time)
Location: Meet in Main Lobby @ 6pm


Tuesday Breakfast Buffet Sponsored by Qscend  (details)
Breakfast Sponsored By:

Add to calendarTuesday, June 13, 2017 7:00 AM - 9:00 AM (Eastern Time)
Location: Broad Street Grille

Welcome to Chattanooga  
Add to calendarTuesday, June 13, 2017 9:00 AM - 9:30 AM (Eastern Time)
Location: Walker Room

Ideation Session  (details)
Facilitated by Monica Cichowlas,Customer Service Manager from Jacksonville, FL and AGCCP Board Member.
This is a creative process of generating, developing and communicating ideas.  Everyone's input if valued and needed to make the most of this session and guide us in formulating the topics discussed the remainder of the week.  
Add to calendarTuesday, June 13, 2017 9:30 AM - 11:15 AM (Eastern Time)
Location: Walker Room

Tuesday Brain Break Sponsored by Incapsulate  (details)
Sponsored by:
Incapsulate, a woman-owned small business with offices in Washington DC and Boston MA has extensive experience helping commercial clients and governments at all levels – Federal, state, county and local – leverage innovative, cloud-based technologies to streamline operations and to better deliver for the public.


Add to calendarTuesday, June 13, 2017 11:15 AM - 11:30 AM (Eastern Time)

Tuesday Rapid Demo  (details)
Three short presentations/demonstrations from our sponsors, exposing you to different concepts, industry best practices, and innovative technology
Add to calendarTuesday, June 13, 2017 11:30 AM - 12:00 PM (Eastern Time)
Location: Walker Foyer

Tuesday Lunch Buffet Sponsored by Motorola Solutions  (details)
Sponsored by:
As a longtime partner to Government, Motorola’s cloud solutions help cities and counties transform the manner in which it interacts with its residents, businesses, visitors and community.  Motorola provides turn-key solutions for CRM/311, business automation, citizen mobile apps, field worker mobile apps, asset management and  cloud hosting services for the solutions.

Add to calendarTuesday, June 13, 2017 12:00 PM - 1:00 PM (Eastern Time)
Location: Broad Street Grille

Welcome from Mayor Andy Berke's Office(Details)  
Add to calendarTuesday, June 13, 2017 1:00 PM - 1:30 PM (Eastern Time)
Location: Walker Room

Customer Service Soft Skills Certification Facilitated by GCS  (details)
Facilitated by: 



In this interactive training and certification session, you will learn 14 soft skill tools to master
Customer Service interactions.
Add to calendarTuesday, June 13, 2017 1:30 PM - 3:00 PM (Eastern Time)
Location: Walker Room

Tuesday Follow-Up with Exhibitors  
Add to calendarTuesday, June 13, 2017 3:00 PM - 3:15 PM (Eastern Time)
Location: Walker Foyer

Tuesday Announcements  
Add to calendarTuesday, June 13, 2017 3:15 PM - 3:20 PM (Eastern Time)
Location: Walker Room

Walking tour of Chattanooga 311 Center  (details)
Tour Chattanooga 311 Center at 100 E 11th Street, Suite 104.  We will be coming out of the previous session and go straight to the lobby and out the front door facing Broad Street. The 311 Center is just a little over a block from the Hotel and transportation has been arranged for those who will need that.  
Add to calendarTuesday, June 13, 2017 3:20 PM - 4:30 PM (Eastern Time)
Location: Meet @ Lobby Door Facing Broad Street

Dinner on your own  
Add to calendarTuesday, June 13, 2017 5:00 PM - 8:00 PM (Eastern Time)
Location: Chattanooga

Dance Party & Karaoke Reception
Sponsored by GCS  (details)
Sponsored by:

 

Join us back at The Chattanoogan for a fun night of singing, dancing and getting to know your fellow attendees!  

Add to calendarTuesday, June 13, 2017 8:00 PM - 11:00 PM (Eastern Time)
Location: Ball Room 3 & 4


WEDNESDAY JUNE 14TH  


Wednesday Breakfast Buffet Sponsored by Verint  (details)
Sponsored by:

Add to calendarWednesday, June 14, 2017 7:00 AM - 9:00 AM (Eastern Time)
Location: Broad Street Grille

Unconference Session Wednesday Morning
Facilitated by Debra Hudson  (details)
Facilitated by Debra Hudson 311 Operations Manager for the City of Minneapolis.  Tap into the knowledge of successful Contact Center leaders during this interactive unconference session.  

Add to calendarWednesday, June 14, 2017 9:00 AM - 9:45 AM (Eastern Time)
Location: Walker Room

Avoiding Digital Rust: Shifting to Cloud-Based Subscription for CRM
Presented by Incapsulate  (details)
Avoiding Digital Rust: Shifting to Cloud-Based Subscription for CRM
Presented by Incapsulate
In this session, hear about the latest trends of deploying customer service solutions in the cloud where the software is always being updated and never develops rust!  Incapsulate will present and discuss topics including:
• Focus on how the cloud can increase service agility, lower maintenance costs, and drive continuous innovation
• Provide best practices for shifting to the cloud in areas such as: procurement, budgeting, workforce and change management
• Discuss the shift in mindset required to move from ownership to a subscription-model

Add to calendarWednesday, June 14, 2017 9:45 AM - 10:30 AM (Eastern Time)
Location: Walker Room

Wednesday Brain Break
Sponsored by GCS(Details)  
Add to calendarWednesday, June 14, 2017 10:30 AM - 10:45 AM (Eastern Time)

Wednesday Rapid Demo  (details)
Six short presentations/demonstrations from our sponsors, exposing you to different concepts, industry best practices, and innovative technology.
Add to calendarWednesday, June 14, 2017 10:45 AM - 11:45 AM (Eastern Time)
Location: Walker Foyer

Wednesday Lunch Buffet
Sponsored by Rock Solid Technologies/Respond  (details)
Sponsored by:
Add to calendarWednesday, June 14, 2017 11:45 AM - 12:45 PM (Eastern Time)
Location: Broad Street Grille

Wednesday Announcements  
Add to calendarWednesday, June 14, 2017 12:45 PM - 1:00 PM (Eastern Time)
Location: Walker Room

Key Note: Electric Power Board of Chattanooga – GIG City(Details)  
Add to calendarWednesday, June 14, 2017 1:00 PM - 1:45 PM (Eastern Time)
Location: Walker Room

Wednesday Afternoon Brain Break
Sponsored by Oracle(Details)  
Add to calendarWednesday, June 14, 2017 1:45 PM - 2:00 PM (Eastern Time)

Smarter Customer Experience for Government
Presented by Oracle  (details)
Smarter Customer Experience for Government
Presented by Oracle
Our experience as consumers with accelerating technological change continues to set our expectations for customer service. You can track deliveries practically in real time. Your car sends you an email when it needs service. You can engage customer service through social media, or chat with service agents via mobile devices. Cloud-based customer experience applications continue to deliver these innovations rapidly, and are getting even smarter with capabilities like automated conversational experiences. In this session, we will look at how government agencies are affordably deploying these modern customer experience applications.

Add to calendarWednesday, June 14, 2017 2:00 PM - 2:30 PM (Eastern Time)
Location: Walker Room

Unconference Session Wednesday Afternoon
Facilitated by Debra Hudson  (details)
Unconference session facilitated by Debra Hudson
Tap into the knowledge of successful Contact Center leaders during this interactive Unconference session.


Add to calendarWednesday, June 14, 2017 2:30 PM - 3:15 PM (Eastern Time)
Location: Walker Room

Walking tour of  Chattanooga Development Center  (details)
Tour of the Development Center at 11250 Market Street.  We will be coming out of the previous session and go straight to the lobby and out the front door facing Broad Street. Transportation has been arranged for those who will need that.  
Add to calendarWednesday, June 14, 2017 3:15 PM - 4:30 PM (Eastern Time)
Location: Meet @ Lobby Door Facing Broad Street

Dinner and Southern Belle Riverboat Cruise
Sponsored by Oracle
 (details)
Add to calendarWednesday, June 14, 2017 6:00 PM - 9:00 PM (Eastern Time)
Location: Meet in Lobby


Thursday Breakfast Buffet
Sponsored by Call Recording Center(Details)  
Add to calendarThursday, June 15, 2017 7:00 AM - 9:00 AM (Eastern Time)
Location: Broad Street Grille

Chat with the 2017 Award of Distinction Winner  (details)
Hear how this municipality rebranded their Contact Center and restored citizen confidence in requesting city services using technology and citizen engagement
Add to calendarThursday, June 15, 2017 9:00 AM - 10:00 AM (Eastern Time)
Location: Walker Room

Life in a Call Center
Presented by Liz Henley  (details)
Presented by Liz Henley
Chattanooga 311 and Conference Host
Add to calendarThursday, June 15, 2017 10:00 AM - 10:45 AM (Eastern Time)
Location: Walker Room

Thursday Brain Break Sponsored by Accela(Details)  
Add to calendarThursday, June 15, 2017 10:45 AM - 11:00 AM (Eastern Time)

Thursday Unconference Session
Facilitated by Debra Hudson  
Add to calendarThursday, June 15, 2017 11:00 AM - 11:45 AM (Eastern Time)
Location: Walker Room

Thursday Lunch Buffet Sponsored by AST(Details)  
Add to calendarMonday, June 12, 2017 12:00 PM - 1:00 PM (Eastern Time)
Location: Broad Street Grille

AGCCP Board of Directors Meeting  
Add to calendarThursday, June 15, 2017 12:00 PM - 1:00 PM (Eastern Time)
Location: Kinsey Ante Room

SURPRISE CLOSING SESSION  (details)
Nice Try !  It's a surprise - but fun will be had by all who can stay.  
Add to calendarThursday, June 15, 2017 1:00 PM - 3:00 PM (Eastern Time)
Location: Walker Room

 

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