Brooke Lynch is the Divisional Director for CCW Digital. With a background in television news and production, she’s worked across industries covering B2B marketing, procurement, and finance events. Her current work highlights challenges and opportunities for customer experience and contact center leaders, with a recent focus on e-commerce, retail, and technology. Brooke studied journalism at the University of Wisconsin-Madison and held positions at Fox Business in Development and as a college associate on Countdown to the Closing Bell.
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.
This session will inform and actively involve participants in shaping the final discourse. We will integrate a segment dedicated to participant reflection.
Check out the incredible speaker line-up to see who will be joining Brooke.
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