The Greater Irving – Las Colinas Chamber of Commerce will host the 4th Annual Contact Center for Excellence Forum from 8 a.m. to noon on Nov. 13 in The Vault, 5201 N. O’Connor Rd., Suite 100 in Irving.

The free forum will focus on social media’s profound impact on customer service. Attendees must register online.

“We organized the Contact Center Forum to bring together local contact centers to help them identify best practices,” said Marvin Bond, Irving Chamber vice president of investor relations. “For the Chamber it’s all about jobs. We realized there are a lot of contact centers in Irving that conduct seasonal hiring and then those individuals are without a job after a peak season, so we wanted to bring the contact center community together to help these individuals identify other call center jobs.”

Irving is home to 95 call centers or businesses with a contact center, making it the North Texas city with the most centers, according the Greater Irving – Las Colinas Chamber of Commerce.

There are about 285 call centers or contact centers in the Dallas-Fort Worth area. Texas is the No. 1 state for call center job creation following the Great Recession, according to Site Selection Group. Texas created 72,590 call center jobs from July 2009 through September 2014.

Keynote speakers for the 4th Annual Forum are Donna McElroy, head of Cox | Smith’s Labor and Employment Department; Elizabeth Voss, Associate with Cox | Smith; and Roger Nunn, executive vice president of Assessments and Solutions for TeleperformanceUSA. Speakers will discuss best practices to embrace social media in the call center, the legal implications of social media under the National Labor Relations Act and utilizing social media to serve customers.

“Social media can be a cost-effective way for companies to improve their relationships with customers and clients, easily obtain feedback regarding customer preferences and recruit new employees – issues that are particularly important for contact centers,” said McElroy. “However, social media raises significant concerns regarding confidential information and legal compliance. We will outline some of the most pertinent legal risks so that call centers can strike the right balance in using this new, powerful tool.”

For more information on sponsorships or to register for the 4th Annual Contact Center for Excellence Forum, visit or call 214-217-8484.


MEDIA NOTE: Media interested in interviews or covering the event should email Gloria Hernandez, Director of Marketing and Communications, at

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