Explore the art of balancing internal strategies with external partnerships in the dynamic world of customer contact. This panel discussion will focus on the integration of business process outsourcing (BPO) with digital transformation initiatives to create a synergistic approach in customer contact centers. Uncover insights into how competitive yet collaborative environments between in-house teams and external vendors can drive enhanced efficiency and customer service excellence.

Topics Include:

• Key strategies for effective business process outsourcing and aligning internal teams
• The role of digital transformation in augmenting BPO strategies, with a spotlight on platform modernization and generative AI
• Techniques for ensuring smooth technology adoption, benefiting both employees and customers
• Case studies and real-world examples of fostering competitive, collaborative partnerships for optimal customer contact outcomes

As the CCW Exchange comes to a close, it's not just about reflecting on what we've learned but anticipating and preparing for the future. With an ever-changing customer contact landscape, we must remain proactive, innovative, and adaptable. This session will provide a dynamic and interactive platform for executives to exchange insights, tackle pressing topics, and collaboratively envision the future of customer contact.

Topics Include:

• Engage in a collaborative discussion about actionable steps and strategies
• Participants will be prompted to reflect on their "aha" moments from the week: "What are the two most impactful takeaways you're bringing back to your team?"
• Participants will be encouraged to share what resonated with them most and what strategies or insights they'll be implementing upon returning to their organizations