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Ever wonder about how a high performing, higher ed contact center works? Take a few hours for a professional development trip (including breakfast and lunch) to the Killeen Contact Center. Learn about how the center operates, how our team is trained and upskilled, listen in on calls, and check out the deliberate efforts made to support an on the ground IT or Student Services Center. You’ll be back in Austin in time for the Opening Keynote!

Who Should Attend?

VP/SVPs of Technology/IT
VP/SVPs of Distance Learning
IT Directors
Service Desk Directors

Tuesday, July 23, 2019 – Breakfast in Austin, TX followed by Killen, TX Excursion


8:00 am – 9:15 am Offsite Welcome Breakfast at Austin Convention Center
9:15 am – 9:30 am Board Coach Bus to Student Services Contact Center in Killeen
9:30 am – 11:00 am Travel to Killeen
11:00 am – 11:45 am Welcome & Overview of Student Services Contact Center
11:45 am – 12:00 pm Small Group Contact Center Tour
12:00 pm – 12:45 pm Lunch & Technology Demos
12:45 pm – 1:15 pm Shadow Contact Center Agents & Listen to Actual Calls
1:15 pm – 1:45 pm Closing Remarks, Final Q&A, and Board Coach Bus
1:45 pm – 3:15 pm Travel to Austin Convention Center
3:30 pm BbWorld 19 Opening Keynote begins

A BbWorld 2019 registration is required to attend.

Seating is limited.

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