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C3 replays now available


See what’s in store for 2024

TCN’s C3 User Group Conference is back with more trainings, tips and trends for 2024. C3 fuels the passion that drives the most innovative and successful contact center leaders. Get up to date on the latest trends, seek inspiration from thought leaders, and learn what it means to provide a better customer experience.

With every session carefully curated with contact center operations and metrics in mind, you’ll come away with unique insights to solve the everyday challenges contact centers are facing. Expect to increase proficiency in using TCN’s contact center software through product demos and Q&A sessions with TCN executives, engineers, product managers and clients. 

Be a part of the conversation at this year’s C3 2024!

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Meet Our Keynotes

Dave Durocher

Executive Director of The Other Side Academy

A good manager and inspiring public speaker who once grappled with addiction and incarceration, Dave helps others regain their dignity and transform their lives.

Tim Haag

ACA International President-Elect

As a third-generation collection agency owner, Tim highlights and seizes opportunities that benefit the collections industry and its creditors.

Scott Purcell

CEO of ACA International

An enthusiastic supporter of the ACA’s advocacy initiatives, Scott educates legislators on the accounts receivable industry to help members succeed in their businesses by reducing costs.

Speaker Introductions

Industry experts and inspired leaders

  • dave-durocher-circle

    Dave Durocher

    Executive Director | The Other Side Academy

  • tim-haag-circle

    Tim Haag

    President-Elect | ACA International

  • scott-purcell-circle

    Scott Purcell

    CEO | ACA International

  • beth-conklin

    Beth Conklin

    Director of Organizational Training & Development | State Collection Service, Inc.

  • jack-brown

    Jack W. Brown III

    President | Gulf Coast Collection Bureau

  • maria-soria

    Maria Soria

    Collections Operations Director | Gulf Coast Collection Bureau

  • g-ruffino

    Greg Ruffino

    Sales Manager | InterProse

  • bird-terrel-circle

    Terrel Bird

    Co-founder and CEO | TCN

  • jesse-bird

    Jesse Bird

    Co-founder and CTO | TCN

  • darrin-new

    Darrin Bird

    Executive Vice President | TCN

  • bryce-payne-circle

    Bryce Payne

    Vice President of Business Development | TCN

  • dave-bethers-circle

    Dave Bethers

    Vice President of Product | TCN

  • scott-bownlee-circle

    Scott Brownlee

    Product Training & Customer Engagement | TCN

  • Taylor_C-circle

    Taylor Checketts

    Healthcare Sales Executive | TCN

C3 2024 Sponsors

Thanks to our incredible sponsors who have partnered with us to make this event possible. Your generosity and dedication are deeply appreciated, and we look forward to a successful and memorable conference.

A more efficient contact center starts with C3

C3 2024 Agenda

All times MST

9:00 – 9:10 a.m. Welcome to C3 – Opening Remarks

Presenters: Terrel Bird and Bryce Payne

Join us as we kick off C3 2024!

9:10 – 10:00 a.m. A Life Reformed

Presenter: Dave Durocher

Dave Durocher started getting arrested at 13 and by the time he was 38, he had been to prison four times for a total of fifteen years. Dave was arrested yet again, and this time he was facing a 19-year prison sentence, but instead a judge allowed Dave to go to a residential self-help program. Since then, he has dedicated his life to being a vocal figure in criminal justice reform and helped countless others regain their dignity and their lives.

10:00 – 10:45 a.m. Are You Using Your Digital Channels Effectively?

Presenter: Taylor Checketts

With many different channels available to reach consumers, what are the best ways to optimize your usage and overcome modern challenges? Learn about how to implement solutions like Text to Pay while managing consent and handling integrations. You’ll walk away from this session with everything you need to know to improve your customer communications using today’s most popular digital channels like a pro.

10:45 – 11:00 a.m. Break

11:00 – 11:45 a.m. Solving the Challenges of Agent Staffing and Customer Satisfaction

Presenters: Beth Conklin, Maria Soria, Greg Ruffino and Jack W. Brown III

So many contact centers are facing issues finding high-quality agents that won’t break the bank. Hear from a panel of industry experts about hiring retention, hybrid workforces, the pros and cons of outsourcing and the challenges of AI.

11:45 a.m. – 12:00 p.m. TCN Product Vision: Working Together for Future Success

Presenter: Jesse Bird

Look into the future of the contact center with TCN executives as we learn about upcoming innovations in 2024. Also, get insight into trends and how contact centers are transforming.

12:00 p.m. Conclusion of Day One

9:00 – 9:10 a.m. Welcome to Day Two of C3

Presenter: Bryce Payne

Join us as we get the final day of C3 started.

9:10 – 9:45 a.m. What’s Happening at the ACA

Presenters: Tim Haag and Scott Purcell

With a combined wealth of knowledge and experience, Tim Haag and Scott Purcell offer insightful information as they continue the initiatives of the ACA’s past, current and future plans.

9:45 – 10:30 a.m. Agent Efficiencies: Getting the Most Out of Your Agents

Presenter: Dave Bethers

Agents are the biggest cost a contact center faces. Are you using them effectively? With automated reporting and Workforce Management, you can easily get an inside look into your contact center operations to predict and prepare for the future while managing agent performance. You’ll come away from this session with insights on how to better account for your workforce while reducing operational costs.

10:30 – 10:45 a.m. Ecosystem Solutions Built for You

Presenter: Bryce Payne

TCN works with various partners to bring you all the solutions your contact center needs for smooth operations. With the ultimate collection of contact center tools from omnichannel to reporting and everything in between, TCN Operator has it all. Looking to add a solution to your toolbox? Or maybe there’s something you didn’t know your contact center needed? You don’t have to go looking anywhere else for the solutions your contact center needs. With TCN and its partners, all of your bases are covered in one place.

10:45 – 11:00 a.m. Break

11:00 a.m. – 11:45 p.m. Strategies for Productivity Enhancement Using Workforce Optimization

Presenters: Dave Bethers and Scott Brownlee

What’s the most important part of running your contact center successfully? Optimizing your resources. In this session, you’ll see how you can utilize user-friendly solutions like Voice Analytics, screen recording, and TCN’s Workforce Optimization to increase your agent engagement.

11:45 a.m. – 12:00 p.m. Closing Remarks

Presenter: Darrin Bird

Thank you for joining us for C3 2024!

12:00 p.m. Conclusion of Conference

Frequently Asked Questions

Get your questions answered right here

What is C3?

C3 is a user group conference powered by TCN that allows individuals and companies to come together to connect, communicate and collaborate. It features speakers who will help educate attendees on industry trends and the best way to utilize TCN’s cloud-based software to achieve contact center goals.

Who is TCN?

TCN is a global provider of a comprehensive, cloud-based contact center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999 and based in St. George, UT, TCN supports billions of interactions every year between contact center agents and customers.

Why should I attend C3?

C3 will take the average TCN user and turn them into a power user. It provides key insights into features that are currently untapped and full of growth potential. Attendees will gain valuable industry insights and inspiration from keynote speakers. Registered attendees will also receive a complimentary gift box to enjoy during and after the conference.

Where and when will C3 take place?

C3 is happening virtually on January 30-31, 2024. This two-day event will be exclusively online, with on-demand viewing available at a later date.

What is the cost of C3 and how do I register?

TCN’s C3 User Conference registration can be submitted on the registration form and is entirely free.

Is C3 virtual or in-person?

TCN C3 will be held exclusively online. No travel is necessary.

What can I do to get ready for C3?

To prepare for C3, make sure to register ahead of time and write down any questions you might have about compliance or contact center software.

Make sure you have the latest version of Zoom. In order to get the most out of C3 be sure to join a test meeting prior to the event.

Who can I talk to if I want to learn more about TCN’s contact center software?

To learn more about TCN and its contact center software, you can call our account services team at 866-745-1900 or email

More information on Operator can be found online at

How can I access past C3 events?

You can access past C3 events here.

I have more questions about C3 2023. Who can I contact?

For general questions about TCN’s C3 User Conference, you can contact TCN directly.

Toll-free: 866-745-1900 Email:

Replay at any time

With every session carefully curated with contact center operations and metrics in mind, you’ll come away with unique insights to solve the everyday challenges contact centers are facing. Be a part of the conversation at this year’s C3 2024!

Watch Now

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