August 26 & 27, 2020
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The Virtual Companion to CCW Las Vegas

We’re bringing the best of CCW to you – join us for Customer Contact Week in Las Vegas and at home. Learn from the most innovative brands in the world. Discover the latest CX technology. Join sessions on today’s challenges, priorities and focuses impacting customer contact executives and business leaders most. Stay tuned for the full agenda!

Workshop Week:  Tuesday, August 11 - Thursday, August 13
Think Tank Week:  Tuesday, August 18 - Thursday, August 20
Main Conference:  Wednesday, August 26 - Thursday, August 27

Why Attend

Organizations are redefining how they engage with their employees and customers in this new era. Customer contact executives, in particular, are managing significant changes in contact volume and pivoting in real-time from operating brick-and-mortar facilities, to leading agents in a home-based environment. Attend CCW At Home to glean best practices and benchmark strategies for organizational resiliency and business continuity from the comfort of your workspace.

Key Topics

  • Leading a Remote Workforce
  • Essential Areas of Focus for Business Continuity Planning
  • Expanding Digital Services and Automated Customer Self Service Tools
  • Build A Ramp-Up Plan for Post COVID-19 Operations
  • Defining Remote Work Expectations for BPOs
  • Develop Contact Prioritization Scheme to Support Customers Immediate Needs

Operational Readiness & Remote Workforce Management

Customer contact executives are managing significant changes in contact volume and pivoting to leading WFH agents. This checklist reflects the latest operational priorities of the CCW Advisory Board.

CCW Las Vegas Full Event Brochure

CCW is back in Las Vegas August 24-28 at a brand new location – Caesars Forum! View the current brochure to check out all the cutting-edge content we have planned, and check back for agenda updates in the coming weeks! 

Market Study: New Standards for Customer Contact Performance

Robust WFH and AI strategies have become essential. This study reveals how to build a performance management strategy using the right metrics, coaching, technology, and customer journeys. 

@CustomerContactWeek #CCWVegas20