2023 Contact Center Pop-Up Classroom Presentations

St. Louis, MO
March 21-23, 2023

For all AAMVA members

If you are not logged in already, you will be prompted to log in. After logging in, files will be accessible. Most files are PDFs of the presentations. Some files are zip folders that contain presentations with companion multimedia files (videos and audio clips). Depending on the size of the file, you may experience a wait before it successfully downloads. 

Check out the photo album from the classroom.

The attendee list from the classroom can be found here (available to all AAMVA members). You can find contact information for attendees by visiting our Member Directory (member log in required).

Contact Center Pop-up Classroom


Handouts



file - 03/20/2023

Glossary of Terms and Acronyms Handout

Handout with terms and acronyms used at the 2023 Contact Center Pop-Up Classroom

file - 03/20/2023

Modern Contact Center Resources Handout

Handout listing resources for modern contact centers

file - 03/20/2023

Road Mapping Handout

Handout for road mapping contact centers

file - 03/20/2023

Road Mapping Sample Worksheet Handout

Handout for sample road mapping worksheet

file - 03/20/2023

Road Mapping Sample Worksheet Handout Blank Version

Blank version of handout for road mapping sample worksheet


Presentations



file - 03/22/2023

Welcome Back

Presentation to welcome back attendees to day two of the 2023 Contact Center Pop-Up Classroom

file - 03/22/2023

Operational Resiliency

Presentation on operatonal resiliency in contact centers

file - 03/22/2023

California Journey

Presentation and video on California's contact center journey

file - 03/22/2023

Maryland Journey

Presentation on Maryland's contact center journey

file - 03/22/2023

Kentucky Journey

Presentation on Kentucky's contact center journey

file - 03/22/2023

Assessment and Road Mapping

Presentation on assessment and road mapping

file - 03/22/2023

Q&A/Summary and Wrap-up

Presentation on the Q&A/Summary and Wrap-up 

file - 03/21/2023

Industry Showcase

Presentation featuring Slalom, Duncan Solutions, Salesforce, and Intellicheck

file - 03/21/2023

Modern Contact Center Tools, Technology, and Integration

Presentation on modern contact center tools, technology, and integration

file - 03/21/2023

Welcome

Presentation to welcome attendees to the 2023 Contact Center Pop-Up Classroom

file - 03/21/2023

Call Center Evolution to Contact Centers

Presentation for Call Center Evolution to Contact Centers

file - 03/21/2023

Road Mapping: Importance and Elements

Presentation on road mapping and its importance and elements

file - 03/21/2023

Contact Center Trends

Presentation on trends in contact centers

file - 03/21/2023

Culture and Engagement

Presentation on the culture and engagement in contact centers

file - 03/21/2023

Delivery Strategies

Presentation on delivery strategies for contact centers

file - 03/21/2023

Analytics in Action: Enhancing the Agent and Customer Experience

Presentation on the use of analytics to enhance the agent and customer experience

file - 03/21/2023

Governance

Presentation on the governance of contact centers