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Home21st Annual Conference

21ST ANNUAL CONFERENCE
Conference Tools
APRIL 3-6, 2023

NASHVILLE, TN





 

 

**All Events are Central Time Zone

Monday April 3

8:00am: Exhibit Space Opens for Vendor Set Up 

2:00pm-8:00pm: Registration or Check-In

6:00pm-8:00pm: Welcome to Music City Reception 



Tuesday April 4

8:00am-9:00am: Breakfast at Old Hickory Steakhouse
8:30am-9:30am: Same Day Registration or Check-In
9:00am-9:30am: Connect with Sponsors in the Exhibit Hall
9:30am-9:45am: Welcome from Metro Nashville Davidson County
Mayor John Cooper
9:45am – 10:30am: Welcome from AGCCP
10:30am – 10:45am: Meet our Sponsors
10:45am -11:00am: Break
11:00am – 11:45pm: Rapid Demos Round I
12:00pm – 1:00pm: Lunch at Old Hickory Steakhouse
12:45pm – 1:15pm: Connect with Sponsors in the Exhibit Hall
1:15pm – 2:00pm: Smarter Government: How to Govern for Results in the Information Age
Governor Martin O’Malley
2:00pm-2:30pm: eGain Thought Leadership Presentation
2:30pm – 3:00pm Break and Connect with Sponsors in the Exhibit Hall
3:00pm – 4:00pm Breakout Sessions #1
  • AI: Chatbots, Voice Bots, Social Media Scraping
  • Utility Billing Discussion

4:00pm – 5:00pm  Tour of hubNashville Contact Center
5:00 pm: Happy Hour Hosted by Incapsulate at Fuse Sports Bar

 

Wednesday April 5

8:00am – 9:00am: Breakfast at Old Hickory Steakhouse
8:45am – 9:15am: Connect with Sponsors in the Exhibit Hall
9:15am - 10:15am: Breakout Session #2

  • Effects of Emergencies on Non-Emergency Services
  • Compassion Fatigue, Peer to Peer Support
  • Remote Work / Metrics

10:15am – 10:30am: Break
10:30am – 11:15am: Rapid Demos Round II
11:15am – 12:00pm: Employee Engagement: Overcoming Burnout - Stephanie Brown, Community Relations Manager City of Columbia
12:00pm – 1:00pm: Lunch at Old Hickory Steakhouse
1:00pm – 1:45pm: Community Engagement with Engage Toledo
Jenny Jaqua, Commissioner, Customer Service & Engagement, City of Toledo
1:45pm - 2:30pm: Nashville: More Than Black and White and Country Music – Andrea Blackman, Chief Diversity Equity and Inclusion Officer for Metro Nashville Davidson County
2:30pm – 2:45pm: Break and Connect with Sponsors in the exhibit hall
2:45pm – 3:00pm: Salesforce Thought Leadership Presentation
3:00pm – 3:30pm: Honoring an Extraordinary Leader: Tribute to Dee Crayton
3:30pm – 3:35pm: Afternoon Wrap-up and Announcements
5:00pm – 6:45pm: Dinner at Studio A, Backstage at the Grand Ole Opry, Awards Presentations
6:00pm - The Dee Crayton Award of Excellence – Sponsored by CitiBot
6:15pm – Award of Distinction – Sponsored by hubNashville and AGCCP Board of Directors 
7:00pm: Grand Ole Opry show begins

Thursday April 6

8:30am-9:30am: Light Breakfast - Networking and Connect with Sponsors

9:30am-9:45am: Final Day Greetings from Nashville

9:45am – 10:45am: Hitting the High Notes with the Award of Distinction Winner

10:45am – 11:45am: AGCCP's Infamous Roundtable Discussion -  Come Prepared To Ask Questions, Share Experiences, and Celebrate Your Successes

11:45am – 12:00am Announcements & Closing Remarks