Your call center is often the first interaction a customer has with your business—and that first impression can make or break the relationship. But it’s more than just answering phones; it’s a powerful tool for driving growth, building loyalty, and uncovering new revenue opportunities.

Join Chad Peterman, President and CEO of Peterman Brothers, in this session where we’ll look beyond the basics to explore how your call center can become a strategic asset. From improving the customer journey to strengthening operational performance, you’ll gain insights and strategies that deliver measurable impact.

As the leader of one of the nation’s most successful heating, cooling & plumbing companies, Chad has first-hand experience in improving his call center to increase revenue.

In this session, Chad will:

• Explore the connection between your call center operations and sales performance —focusing on how customer experience impacts revenue and why first impressions matter
• Highlight opportunities for customer retention and upselling, backed by real-world examples of success
• Dive into strategic dispatching and discuss the key metrics your team should be monitoring to drive performance
• Share practical steps you can take to optimize your call center and boost your bottom line