---
title: Agenda | Centurion Cares
description: Agenda | Centurion Cares
---
[](http://centurioncares.com?hsLang=en)
- [Event ROI Letter](https://www.centurioncares.com/hubfs/4C24%20ROI%20Letter.pdf)
- [Event ROI Letter](https://www.centurioncares.com/hubfs/4C24%20ROI%20Letter.pdf)
**To the CenturionCARES Customer Conference Attendees:**
In order to protect the health and safety of our CenturionCARES Customers and Staff, we have decided to postpone the April 27 – May 1 CenturionCARES Customer Conference. Our hope is to find suitable dates to reschedule 4C for later this year.
We will have more information shortly regarding registration fees and refund procedures. Those of you that have booked your stay at the hotel may have already received a cancellation notice.
We know that you will fully understand the unprecedented circumstances that led to this decision, but we are very sorry for any inconvenience it has caused. We hope that you will remain safe and healthy, and that we’ll be able to meet again very soon.
# Agenda
Welcome to the Annual CenturionCARES Customer Conference!
- Day 1
- Day 2
- Day 3
### Wednesday, April 29th, 2020
*Session Tracks: Industry Trends Cares Technical Training Call Center Management*
10:00 am - 5:00 pm
**4C Registration/Check-in**
3:00 pm –4:30pm
**Call Flow Designer 101**
The basics for building effective call flows in CARES.
- Understanding basic call flow
- Recording phrases
- Loading phrases
- Change parameters
- Queue call with over flow
- How to make a copy of a call flow
- Call Flow Simulator
- Create Call Flows from Templates
- Setting Playback and Microphone device to listen or record phrases
**Call Flow Designer 102**
More advanced techniques for CARES Call Flow Designer.
- Add or remove events (Set Field Value)
- Add or remove voicemail
- Create mailbox associations
- Illustrate how events are tallied within Call Distribution Report
- How to back up call flows?
- Import and Export a project
- Else If and Go To's
- Prompt & Collect
- Survey Setup
4:30 pm –5:00pm
**Call Flow Designer Lab**
- Follow up Call Flow Designer training session with hands-on practice with guidance from CenturionCARES instructors.
6:00pm - 8:00pm
**4C Welcome & Networking Reception**
### Thursday, April 30th, 2020
*Session Tracks: Industry Trends Cares Technical Training Call Center Management*
8:00 am - 9:00 am
**Continental Breakfast**
9:00 am - 9:30 am
**General Session**
- **Welcome to 4C -** Kirk Wormington, Pres. & CEO
9:30 am – 11:00 am
**General Session**
- **Keynote:** Keynote Speaker Announcement Coming Soon!
11:00 am- 11:15 am
**AM Break**
11:15 am - 12:30 pm
**General Session**
- **CARES Update & Pipeline –** Paul Wysocki, EVP & Chief Technical Officer
12:30pm – 1:30pm
**Lunch**
1:30 pm– 2:25 pm
**General Session: Customer Innovation Stories**
- Hear the unique manner customers have utilized CARES to overcome obstacles and find a better way to achieve their business objectives.
2:30 pm – 3:15 pm
**Reports Building**
Better Reports, Better Analytics, Better Decisions
- Customize Grids, Graphs & Charts
- Scheduling Reports
- Exporting Reports
**CARES Supervisor Essentials**
Discover how CARES drives process improvements in the call center:
- Useful Daily Tools
- Important KPIs
- Setting up agents, passwords, skills
- Adding call types, idle reasons
- Using CRM Notes
3:15 pm- 3:45 pm
**PM Break**
3:45 pm - 5:00 pm
**Survey Building**
Improve Customer Experiences by finding and applying pertinent Data.
- Survey Builder Tool
- Storing Surveys
- Find & Filter Surveys
**CARES Courtesy Call Back**
Understanding its benefits and setting parameters for optimal performance.
- When/how to enable & disable
- How many calls in Call Back mode
- Ensuring call backs are completed
7:00pm – 10:00pm
**Cocktails and Dinner**
### Friday, May 1st, 2020
*Session Tracks: Industry Trends Cares Technical Training Call Center Management*
8:00 am - 9:00 am
**Breakfast Buffet**
9:00 am – 9:45 am
**Call Flow Designer 101**
The basics for building effective call flows in CARES.
- Understanding basic call flow
- Recording phrases
- Loading phrases
- Change parameters
- Queue call with over flow
- How to make a copy of a call flow
- Call Flow Simulator
- Create Call Flows from Templates
- Setting Playback and Microphone device to listen or record phrases
**Call Flow Designer 102**
More advanced techniques for CARES Call Flow Designer.
- Add or remove events (Set Field Value)
- Add or remove voicemail
- Create mailbox associations
- Illustrate how events are tallied within Call Distribution Report
- How to back up call flows?
- Import and Export a project
- Else If and Go To's
- Prompt & Collect
- Survey Setup
**Quality Assurance**
Investing in Quality Customer Experiences
- Pre-Authentication
- ProSpeak
- Voice/Screen Recording
- Live Monitoring & Coaching
- Agent Scorecards
9:45 am – 10:30 am
**Call Flow Designer 101**
- Session Continues
**Call Flow Designer 102**
- Session Continues
**Quantum Signpost**
- Understanding the basic administrative tasks associated with your CARES IVR.
10:30 am – 11:00 am
**AM Break**
11:00 am- 12:00 pm
**Customer Roundtable and Q&A**
- Technical
**Customer Roundtable and Q&A**
- Call Center Management
12:00 pm - 12:45 pm
**General Session: Customer Success Stories**
- TBD
12:45 pm - 1:00 pm
**General Session: 4C Wrap Up and Close**
- Kirk Wormington, President & CEO
- Paul Wysocki, EVP & Chief Technical Officer
1:00 pm
**Box Lunch and Departures**
# Event Speakers
Here are some of our speakers
### [Kirk Wormington](https://www.centurioncares.com/4c/speakers/kirk-wormington/?hsLang=en)
President & CEO CenturionCares
### Paul Wysocki
EVP & Chief Technical Officer
The goal of CenturionCARES is to produce the industry’s finest Customer Conference, delivered to the industry’s finest customers. We hope you’ll join us.
Capacity at 4C is limited so please act now to ensure your place!
#### Useful Links
- [Home](https://www.centurioncares.com/4c/home/?hsLang=en)
- [Agenda](https://www.centurioncares.com/4c/agenda/?hsLang=en)
- [Venue](https://www.centurioncares.com/4c/venue/?hsLang=en)
- [Register](https://www.centurioncares.com/CenturionCARES_May2020/src/?hsLang=en)
#### Contact Us
200 Emerald Bay Drive, Ste. 100
Oldsmar, FL 34677
**Phone:** +1 (727) 431-5218
**Email:** info@centurioncares.com
© Copyright **CenturionCARES**. All Rights Reserved