Indulge in a delightful breakfast spread before diving into the insightful sessions ahead!

CCWomen is a dedicated place for women, men, and allies to connect with others in the customer contact community to share stories, ask questions, and make valuable connections. It takes the collective actions of a community to drive real change. Here, we explore best practices for propelling women’s empowerment and turning the tide. More details soon!

Sandy Ko Fonseca

Founder and Principal, Customer Contact Women
Customer Management Practice

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Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.

Nicoletta Karpathios

Deputy Divisional Director, CMP Exchange
Customer Management Practice

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As organizations prioritize employee well-being and performance, innovative approaches are essential to driving positive outcomes and enhancing operational efficiency. In this insightful keynote session, we'll explore practical strategies to boost morale, performance, and well-being. Discover how initiatives focusing on agent empowerment, VOE analytics, and performance management can transform workplace dynamics, elevate customer interactions, and drive success.

Key Takeaways:

Implement engaging training programs and foster a culture of fun and camaraderie

Leverage VOE analytics to drive insights and inform performance management strategies

Explore how simple yet effective initiatives can enhance employee satisfaction and operational efficiency

Daniel Burks

Vice President, Product and Process
America's CAR-MART

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Discover the essential keys to achieving simultaneous cost savings and growth in your contact center operations without compromising either. Join us for an in-depth exploration of practical and proven strategies that will transform your contact center into a hub of efficiency and innovation. Gain insights into how to optimize resources, leverage technology, and foster a culture of continuous improvement to drive sustainable success in today’s competitive landscape.

It's tea time! Indulge in a delightful array of treats to tantalize your taste buds. A sophisticated send-off to wrap up the event.

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.

Brooke Lynch

Divisional Director, Digital
Customer Management Practice

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