CCW Executive Exchange August
A strategic leader with over 20 years of successful operations experience including: Contact Center, Claims Operations, Compliance, Business Process Outsourcing, Sales and Training Management.
Results oriented with extensive experience in driving strategy, process improvement and change management across a variety of service delivery channels in the consumer credit, health benefits, single family rental and entertainment payroll industries.
Areas of expertise include: Managing multiple, geographically diverse contact centers, driving customer service excellence, strategic planning, project management, leadership development, driving employee engagement, compliance process management, implementing process improvements using Six Sigma methodology, presentation and public speaking.
Day 1 | Wednesday, August 14
4:00 PM Maximizing Support Efficiency: Agents and Tools in Sync
In today's rapidly changing landscape, maximizing support efficiency requires harmonizing human agents and AI technologies. How can organizations effectively leverage these tools to enhance customer experiences while optimizing operational processes? This dynamic discussion will explore optimizing support efficiency through innovative strategies, blending human expertise with AI solutions. Additionally, we will delve into the intricacies of value creation amidst digital transformation initiatives, examining the pivotal role of Project Management Offices (PMOs) in spearheading and communicating value. Join us as we address the inherent challenges in articulating and quantifying value propositions while exploring new approaches for driving operational excellence and delivering exceptional service in the digital age.
Key Takeaways:
- Understand the challenges and successes of repurposing resources and driving cultural change to embrace digital transformation initiatives
- Explore actionable approaches for enhancing agent performance and productivity in an AI-enabled environment
- Discover best practices for collaborating with BPO partners and optimizing global workforce operations to meet evolving customer expectations
Check out the incredible speaker line-up to see who will be joining Shannon.
Download The Latest Agenda
