CCW Virtual Exchange June » Thursday, June 17, 2021

11:00 am - 12:10 pm Business Meetings

12:10 pm - 12:20 pm Welcome Orientation + Opening Remarks

12:20 pm - 1:05 pm Channel Strategy & Optimization: How to Identify and Deliver on New Channel Opportunities

You've listening to the voice of your customers and have collected data that suggests the need for a new channel offering. How can you validate that a particular new channel will get you the ROI you need, and how do you go about onboarding this new offering with both agents and customers? In this roundtable, share stories of lessons learned and strategies to consider when designing and delivering a new, customer-facing channel.

1:10 pm - 1:55 pm Digital Transformation: How to Maximize the Potential of Knowledge Management

Your knowledge management infrastructure has never been more important. Beyond disseminating new information across teams, remote operations and a hybrid future elevates the role of knowledge management for effective training validation, learning and development. Moreover, cutting edge insights integrated into your solution will help identify gaps and operationalize knowledge. In this roundtable, discover tactics for stepping up your knowledge management strategy.

2:00 pm - 3:10 pm Business Meetings

3:10 pm - 3:55 pm AI & Automation: How to Effectively Integrate AI into Self Service Channels

Geoff Burbridge - Vice President, Contact Centers, USAA

You've implemented a variety of successful self service offerings across your customer care operations. Have you considered how you can take these successes to the next level with the right AI technology and automation strategy? In this session, discuss prerequisities, considerations and even unintended consequences when integrating AI into your self service stack.

Geoff Burbridge

Vice President, Contact Centers
USAA

See Bio

3:00 pm - 4:35 pm Business Meetings

4:35 pm - 5:20 pm Workforce Management: How to Maximize Hybrid Workforce Potential, from Productivity to Engagement

Martin Lampman - Director Customer Support Operations, Social Responsibility and Communications, British Columbia Lottery Corporation (BCLC)

As many organizations explore reopening offices and returning to "normal", the reality begins to sink in that our "next normal" is likely one of hybird working. How can we as organizations ensure we embrace this reality in a way that maximizes both work productivity and people engagement? In this session, engage in honest conversations with fellow executives around strategies, challenges and the future of hybrid work.

Martin Lampman

Director Customer Support Operations, Social Responsibility and Communications
British Columbia Lottery Corporation (BCLC)