Okay, your company has โdigitally transformedโ โ now what? Implementing technologies is no longer enough to lead the competition โ scaling and staying on top of the latest niche tech is critical to outpacing competitors. Shannon Burch, Vice President of Experience at Neo Financial, will share insights on how to move beyond โplug-and-playโ approaches and, instead, how to thoughtfully design, integrate, and scale technology solutions.
Key Takeaways:
Setting clear service standards and behaviors is essential for translating your service vision into reality for frontline teams. Implementing a continuous and engaging learning program will help ensure everyone understands and integrates these standards across the organization. Additionally, commit to cultivating an empathetic, diverse, and inclusive workplace, leading to exceptional customer experiences. Join Andrea to explore effective practices that foster a high-performance culture, enhance leadership capabilities, and boost employee engagement.
Transforming a contact center requires more than just the latest and greatest tech solutionsโit is built on a foundational strategic approach to cross-functional collaboration. In this case study, Kim Cochran, VP of CX, and Syam Suri, VP of IT, at Brightspeed, share insights on how to implement role-based solutions, navigate the complexities of managing multiple systems, and develop a multi-year integration strategy.
Theyโll explore how their organization balanced self-service and human interaction to meet diverse customer needs while strengthening partnerships across the organization. From proactive communication to data-driven approaches, the team leveraged customer insights to drive smarter decision-making and enhance the end-to-end customer journey. Join this session to gain practical takeaways on overcoming internal silos, aligning teams, and future-proofing contact center operations.
Contact center leaders have been discussing the agent of the future for the past decade. As we continue to implement new technologies and strategies to optimize efficiency, it seems obvious that agents would begin to take on more complex work. However, after countless discussions, so many organizations are still not preparing their agents to do more.
Drawing on the latest research into training and development priorities, CCW Digital will reveal the qualities and capabilities that will define the agent of the future. This session is set to demystify the journey toward a more dynamic and effective frontline, offering insights into the real-world evolution of the agent experience.