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2016 GTACC Conference
 


 




November 3, 2016 8:00 am - 4:30 pm
Pearson Convention Centre
Come join us for a day celebrating various successes right here in Canada. We will have interactive workshops, engaging panel discussions, lots of networking along with sharing best practices across our industry. We plan on delivering a GREAT experience to all who work so hard every day to provide great Customer Experiences!!!
Don't forget to share your experience on social media with #GTACC2016

This day is for YOU!


GTACC 2016 is Sold Out!
 

 


 



Event Details
 
Location: Pearson Convention Centre
2638 Steeles Avenue East
Brampton, Ontario
L6T 4L7


www.pearsonconvention.com 
Pearson Convention Centre Map                                              
 
Registration: 7:30am - 8:30am
Time: 8:30am - 4:30pm

Click here to download the agenda

Hotel Accomodations

Hilton Garden Inn Toronto/Brampton
2648 Steeles Avenue East
Brampton, Ontario
L6S 6J9
905-595-5151



GTACC 2016 Morning keynote speaker
 
Bruce Croxon  

Bruce Croxon wants to invest in the next Canadian wave. The co-founder of the wildly successful dating site Lavalife, and a former “Dragon” on CBC TV’s Dragons’ Den, shares his informed insights into what it takes to succeed in today’s demanding entrepreneurial environment, speaking on the importance of collaboration, innovation, an open mind, and the need to stay on the cusp of technology when going after your business dreams.

After co-founding Lavalife in 1987, Bruce served in many roles with the company—as partner, chairman, and CEO—guiding it to the position of category leader: it achieved revenues of close to C$100 million prior to Bruce leading its sale in 2004 for a stunning C$180 million. Since that time, Bruce has been active as both an investor and advisor in early stage companies in the technology and hospitality sectors, continuing to expand the reach of his entrepreneurial successes.

As an ex-Dragon on Dragons’ Den, he adds a broad range of businesses and products to his portfolio that tap into his passion for digital media, health, and marketing. He currently helms Round13, a company dedicated to investment in growth stage digital Canadian companies. With a focus on healthy living, Bruce also owns Vida, a chain of high-end holistic spas on the west coast of Canada


Disruptors: The OLD and the NEW!
 
Check out our amazing MC's!!!

Panels and Sessions:

Come be part of our leading edge discussions!
Some topics include:


Mobile
Forces of Disruption: Mobile and the Constant Need to Evolve
Chat Workshop
How is growing use of Chat disrupting your workforce planning, recruitment strategy and training?  Share with your peers to continue the discussion around leading edge practices.  Be part of creating an industry white-paper! Attendees will be working in groups to discuss topics such as:
  •   Chat KPIs
  •   Recruiting/Training
  •   Planning/Forecasting for Blended Environments combining Chat/voice/Email/ SMS contacts
  •   Click versus Proactive Chat


Industry Disruptors
How does being an industry "Disruptor" disrupt your contact centre? Hear how contact centres have survived and thrived when their companies shook up major industries.


Compliance, PIPEDA and the Customer
With PIPEDA legislative changes imminent, the role of the contact centre will become more critical to managing and protecting customer data along with Frontline communications when a breach occurs.
Technology and great customer/employee experiences
The role of technology and great customer/ employee experiences. Stories of how companies leveraged various technologies to create great customer and agent experiences. 
Customer Panel - Learn how companies have become #disruptors with a little help from their friends......

Session A: Session B:
Share your thoughts and bring the discussions online using #GTACC2016

Afternoon Keynote Speaker
 
Karl Subban  

Karl Subban is a former school principal in one of Toronto's toughest neighbourhoods, and the father of five children, including three NHL players. He's dedicated his life to helping others reach their potential—to be better at their careers and better as people. His gregarious, powerful talks explore teamwork and leadership, and offer a fresh take on what it means to succeed. 

In his thirty years of coaching, teaching, parenting, and leading, Karl Subban has learned how to inspire people. "Your greatest gift is your potential,” he often says, “and your greatest gift to the world is the development of that potential." Hailing from the Caribbean, where he never played hockey, Subban has nonetheless raised three NHL players, including Montreal Canadiens defenceman P.K. Subban—one of the league's brightest stars and an Olympic Gold Medal winner. As parents, Karl and his wife, Maria, have raised five accomplished children.

Their two oldest daughters are teachers, one a record-setting university basketball star and the other an acclaimed visual artist. Each of their three sons, P.K., Malcolm and Jordan, have been drafted and signed by NHL teams. The Million Dollar Question he is often asked about his family is, "How did you do it?” A natural storyteller, Subban mixes personal stories with lessons he learned as a coach and principal—lessons about goal-setting, perseverance, and accomplishment—that resonate with audiences from the boardroom to the classroom. Subban is presently writing a book with Toronto Star writer Scott Colby.

2016 Agenda
 
Time Session
7:30 – 8:30 a.m. Registration
8:30 – 8:55 a.m. Opening  Remarks & Introductions
9:00 – 10:00 a.m. Morning Keynote SpeakerBruce Croxon, Managing Partner, Round 13 Capital. TV Co-host, The Disruptors, former Dragon on Dragon’s Den
10:00 – 10:30 a.m. Wellness Break / Networking / Connecting with our Sponsors
10:35 – 11:35 p.m. GTACC Awards Recognition & Panel discussion
11:40  – 12:40 p.m. Lunch
12:45 –1:35 p.m.  
Breakout Sessions:

Industry Disruptors - Main Hall
How does being an industry "Disruptor" disrupt your contact centre? Hear how contact centres have survived and thrived when their companies shook up major industries.

Session A - Technology and Great Customer / Employee Experiences - Hall E
The role of technology and great customer / employee experiences. Stories of how companies leveraged various technologies to create great customer and agent experiences.

 
Chat Workshop - Hall F
How is growing use of Chat disrupting your workforce planning, recruitment strategy and training?  Share with your peers to continue the discussion around leading edge practices.  Be part of creating an industry white-paper!
 
 
1:45 –2:35 p.m.  
Breakout Sessions:


Mobile - Main Hall
Forces of Disruption: Mobile and the Constant Need to Evolve

Session B - Technology and Great Customer / Employee Experiences - Hall E
The role of technology and great customer / employee experiences. Stories of how companies leveraged various technologies to create great customer and agent experiences.


Compliance, PIPEDA and the Customer - Hall F
With PIPEDA legislative changes imminent, the role of the contact centre will become more critical to managing and protecting customer data along with Frontline communications when a breach occurs.
 
2:35  – 2:55 p.m. Wellness Break / Networking / Connecting with our Sponsors
3:00 – 4:00 p.m. Afternoon Keynote SpeakerKarl Subban, former School Principal, Team Builder
4:00 – 4:30 Wrap – Up and Closing Remarks & PRIZES!!
 



Watch footage from the GTACC 2015 Conference!

 
Share YOUR pics and videos from this year's event with #GTACC2016
 

 
  PLATINUM SPONSORS
 
 
 
  GOLD SPONSORS
 
 
 

    

A portion of ticket sales will be donated to:

   
 
Room to Read
www.roomtoread.org/
 
 Daily Bread Food Bank
www.dailybread.ca/
 
Fire Fighters Toy Drive
www.torontofirefighters.org

 

 




 

Customer Panel – Session A - Learn how companies have become #disruptors with a little help from their friends......
 
 
 
 
     
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