13th call center week 2012, contact center social media, call center social media, call centre transition, call centre social media, call centre mobile technology, call center mobile technology, profit centre, home based agents, speech recognition, workforce optimisation, employee engagement, call centre motivation, call centre leadership, call centre 2.0, call centre virtualisation, call centre analytics, quality performance, call centre training & coaching solutions, automated technologies, call centre outsourcing, call center offshoring, business process management, real time data, continuous improvement, call centre six sigma, call centre analytics, call centre engagement, social media customer experience, customer experience, call centre excellence, contact centre management, call centre management, seamless customer experience, voice of the customer centre, call center excellence, contact center management, call center management, voice of the customer center, social media customer experience, customer experience, call centre excellence, contact centre management, call centre management, seamless customer experience, voice of the customer centre, call center excellence, contact center management, call center management, voice of the customer center, june 4 - 8, 2012, caesars palace, las vegas , nv , iqpc