About CX Insights Forum

CX Insights Forum (formally Partner Days) is a Five Star Call Centers event delivering insight into the latest customer experience trends and shared learning opportunities between our partner programs. With formal education sessions, independent opportunities to share and discuss, and excursions to enjoy the city Five Star Call Centers calls home, this is a can’t miss event for our valued partners. 

Cost

Five Star Call Centers will cover the cost of hotel, education events, excursions, group dinners and socials. Clients are responsible for travel and miscellaneous expenses.

Dress

Business-casual is appropriate for all socials and dinners, as well as the educational event. information on the dress for each excursion is noted below. 

Registration Deadline

RSVP by Tuesday, August 22, 2023.

From Last Year's Attendees

“The team building and engaging with other clients was fantastic. I was impressed by the other clients and enjoyed hearing about their experiences with Five Star. Solid group. “

cannot put into words how much I enjoyed this experience. In my 25+ years of working with contact management companies and vendors, I have never had the opportunity to connect and leverage best practices of other clients.”

“I really enjoyed getting to know everyone at Five Star along with the other clients! Another great way to network! Thank you again! Well done!”

Education Sessions

Speaker Panel

State of Customer Service

Joel Sylvester-8x10
Joel Sylvester

Joel will walk through the latest in contact center best practices and technology to improve the both the customer and agent experience. 

Analytics & AI

Nick-Ramstad
Nick Ramstad

AI is the buzzword of 2023, but the technology is not new to the contact center industry. Nick discuss how AI is being used across the industry to improve the customer experience and contact center efficiency. 

 

What Does Success Look Like?

Georgette Weavill
Georgette Weavill

Behind the scenes of contact center account management is a key element in providing exceptional customer and agent experiences. Georgette will discuss CSAT, DSAT, and practices that will help your team make the most our of your data.

Breakout Round Tables

Attendees will join one of three breakout round table sessions designed for collaboration and shared ideas. At the end of the sessions, information discussed during the session will be shared with the larger group.

Breakout 1 | Employee Engagement & Retention

A leading key to success for any contact center program is agent engagement and retention. During this breakout, groups will dive into what has worked and what has missed the mark with agents.

Breakout led by Ray Peterson, chief culture and people officer, along with a client presenting on use case.

 

Breakout 2 | Strategies for Growing Customer Expectations

NAP and CSAT are down. During this breakout, the group will dive into strategies they have tried (or plan to try) to change this around. 

Breakout led by Joel Sylvester, chief client officer, along with a client presenting on use case.

Breakout 3 | Technology

What technology is driving business forward? During this breakout, the group will dive into technology that is, and is not, moving their company forward. 

Breakout led by Troy Holt, chief operating officer.

Schedule

Monday, September 18, 2023

Agenda Item & Time

Location

Details

Arrival & Check-In

Hotel On Phillips

Transportation will be provide from Sioux Falls Regional Airport to Hotel On Phillips located in Downtown Sioux Falls. 

Account Services

Hotel On Phillips

If arriving early, we encourage you to meet with your account services representative. They will be reaching out to you prior to the event. There are several great locations downtown to meet or you can check out the new offices in south-central Sioux Falls. 

Social

4:30-9:30 pm

Hilton Garden Inn

Join us for an evening of socializing and heavy hors d’oeuvres on the deck of Hilton Garden Inn, located on the Big Sioux River in Downtown Sioux Falls, just a short bridge walk across the river from Hotel On Phillips. 

Tuesday, September 19, 2023

Agenda Item & Time

Location

Details

Breakfast 

7:45-8:15 am

Hotel On Phillips | Hattie’s Parlour

Transportation will be provide from Sioux Falls Regional Airport to Hotel On Phillips located in Downtown Sioux Falls. 

Education Sessions

8:15-11:45 am

Hotel On Phillips | Hattie’s Parlour

Click here to see the full agenda. 

Lunch

11:45 am – 12:30 pm

Hotel On Phillips | Hattie’s Parlour

Excursions

1:00-5:00 pm

Various Locations

Click here to see excursions details. 

Social

4:30-5:45 pm

The Treasury | Hotel On Phillips

Join us for beverages and light hors d’oeuvres before traveling to dinner. 

Dinner

5:45-9:30 pm

Minerva’s

At 5:45 pm, gather in the lobby of the Hotel on Phillips for a short walk to our dinner location for the evening. 

Wednesday, September 20, 2023

Agenda Item & Time

Location

Details

Travel

Hotel On Phillips

Travel will be arranged to take you from Hotel on Phillips to Sioux Falls Regional Airport.

For those leaving later in the day, you are welcome to join us at Five Star Call Centers’ offices where space has been reserved for your working needs. 

*Agenda subject to change. 

Excursions

Five Star Call Centers’ is offering three excursion options for our honored partners to selection from when registering for CX Insights. Whether a tour of Downtown Sioux Falls with tasty treats, taking aim through shooting sports, or hitting a hole-in-one while golfing, you are sure to have a great time. Click the orange links below to learn more about each location during the excursions. The costs of all excursions are covered by Five Star Call Centers.

Downtown Tour

Shooting Sports

Golf

OPTION 1

Take a tour of Downtown Sioux Falls during the executive coach tour which includes three stops throughout the afternoon. 

Visit our city’s namesake, Falls Park. Stretch your legs and take in the beautiful sight of the falls. While you’re there, we highly encourage taking the trip to the top of the lookout tower.  

Enjoy a sweet treat at CH Patisserie, owned and operated by World Champion Pastry Chef Chris Hanmer. Offering a little bit of Paris in downtown Sioux Falls, during this stop guests will enjoy a selection of macaroons and a seasonal drinks.

The Sculpture Walk in Downtown Sioux Falls contains 67 works from artist around the country. Take a 30 minute walking tour to take in some of the works located on Phillips Avenue. 

Enjoy the tastes of Remedy Brewing Co. during our final stop. Taste four delicious beers, take a peak at the brewing hub, and enjoy the outdoor patio as we bring the afternoon to the end. 

 

DressCasual

OPTION 2

Whether you are a seasoned pro or this is your first time taking part in a shooting sport, this excursion is fun at any level. 

We’ll travel to The Alliance in Sioux Falls, for an hour at the gun range.

After the event, you’ll join the Downtown Tour for their stop at Remedy Brewing Co.. Taste four delicious beers, take a peak at the brewing hub, and enjoy the outdoor patio as we bring the afternoon to the end. 

DressClosed toe shoes (required), long pants and long sleeve shirts are recommended for the shooting range.

OPTION 3

If spending time on the greens is just what you’re looking for, then join us as we take in 18 holes on The Falls at Grand Falls Casino and Resort

This world-class golf course spans 7,100 yards, with a 300-foot waterfall that drops into a 12-acre lake. 

Dress: The Falls requires appropriate attire at all times. For men, golf shirts (with collar or mock neck) and slacks or golf shorts are standard. Women shall wear a suitable golf blouse or shirt and slacks, golf shorts or golf skirt. Denim of any color is prohibited.

Accommodations

Your stay in Sioux Falls includes accommodations at Hotel on Phillips. This historic building holds the beauty and charm from it’s history as a bank and is also located along the Big Sioux River right in Downtown Sioux Falls. Accommodations will be arranged and paid for Monday and Tuesday. 

Transportation will be arranged for you to and from the airport to Hotel on Phillips. Just let us know your arrival and departure times! 

The Hotel On Phillips in Downtown Sioux Falls

Register

RSVP by Tuesday, August 22, 2023. 

Five Star Call Centers will reach out closer to the event for flight details, if you cannot provide them at this time. 

Each person must register separately. 

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