Tuesday, June 23, 2020 - Pre-Conference Workshops

Registration Opens at 8:00 AM in the Caesar's Forum Grand Ballroom 1 Lobby.
Workshops | 8:15 - 9:45 AM

8:00 am - 8:15 am Check-In

Workshop 1

8:15 am - 9:45 am CX Architecture: Using Agent Insights to Design a Remarkable Experience
Jim Iyoob - Chief Customer Officer, Etech Global Services
Kelley Kurtzman - VP Global Consumer Sales & Services, Verizon
  • Why organizations should focus on agent performance for a better CX
  • How agent performance impacts overall contact center performance and CX
  • The significance of agent training and development to increase CX
  • Leverage agent performance data to enhance personalized customer interactions 
  • Using agent insights to build out chatbots to be more effective


Jim Iyoob

Chief Customer Officer
Etech Global Services


Kelley Kurtzman

VP Global Consumer Sales & Services

Workshop 2

8:00 am - 8:30 am Build Better Customer Engagement with Automation, Faster
Digital transformation and changes in consumer behavior are fundamentally shifting the nature of the call center. Consumers demand digital experiences that are always-on and can be accessed anytime, anywhere, and on any device. Innovations in AI and chatbots are enabling brands to leverage automation to deliver on consumer demands. But how do you implement these solutions? Where do you begin?

Join this interactive workshop to:
  • Learn how you can put these transformative new technologies to work for you
  • Identify your use cases for automation  
  • Walk away with an action plan for upgrading the customer experience for your brand

Workshop 3

8:15 am - 9:45 am Build-Your-Bot: Get Hands-on with Einstein Bots
During this session, you’ll be blazing a trail to happy customers and happy agents on the world’s #1 customer service platform. Our Salesforce Service Cloud trail guides will lead you down a path to faster, smarter customer service. You’ll join a design thinking team to create pristine customer experience use cases, create beautiful bot visual prototypes and put it all into action with an AI-powered chatbot built with Einstein Bot Builder. Everyone who completes this activity leaves with a working chatbot to take home and show your friends! Explore the intelligent customer service technology behind Einstein Bots that drives agent productivity and customer satisfaction.

Workshop 4

8:15 am - 9:45 am Build a Strategy for an Intelligent Cloud Contact Center

Workshop 5

8:15 am - 9:45 am TBD

Workshop 6

10:15 am - 11:45 am Creating and Managing a Remote Employee Workforce
Learn how to effectively build, manage, and empower a remote agent workforce by implementing proven processes.

Leave this interactive workshop feeling energized and excited to create, implement and confidently manage your remote workforce. We will go over proven processes for remote employment considerations, such as the hiring process, productivity documentation, and training or coaching for maximizing agents. You will leave the class with a workbook created to be used as a reference guide once you are back in the office! These best practices have been adapted for remote employee management and used in our Call Center space since 2005. 

Workshop 7

10:15 am - 11:45 am Large-Scale Omni-channel AI Contact Center: The European Cloud Experience
Join Martin Taylor, Deputy CEO of Content Guru, for a journey through the evolution of the contact center, from the primordial past of the call center, to today’s omni-channel Customer Engagement Hub.

The demanding expectations of European consumers have heralded in an era of sophisticated omni-channel communications, where cloud contact center technologies allow organizations to support multi-thousand agent deployments on a single platform. But how is this achieved? What lessons can we learn from European customer experience pioneers? And how can we adapt these successfully for the US Market?

Workshop 8

10:15 am - 11:45 am Using Omnichannel Analytics to Solve Business Problems and Improve CSAT
Nowadays, a poor contact center interaction can go viral, hurting your organization’s reputation in addition to the customer experience. Using the right tools to sift through the mountains of data, to analyze and extract meaningful information from your contact center recording, can provide you with the necessary Voice of the Customer (VOC) insights to help you better manage your customer expectations. Furthermore, the Voice of the Customer reaches beyond the contact center, for example, into social media channels. The Voice of the Customer discipline addresses the way an organization collects, across all media, customer feedback, analyzes customer data, and distributes the analysis of this data to the right personnel. A voice of the customer champion will act on the insights to positively impact a brand, competitive advantage, and a company’s bottom line. 

During this workshop we will discuss: 
  • Why organizations need to cast a wide net to capture the VoC from multiple sources such as: Online Customer Surveys, Net Promoter Score results, Live Chat/Chatbots, Email Surveys, Offline Surveys, Customer Interviews, online reviews and various Social Media channels 
  • The basic rules to establish a Voice of the Customer program and how to leverage omnichannel analytics and include other technologies to better meet the needs of your customers. 
  • How to become a VOC champion in your organization.

Workshop 9

10:15 am - 11:45 am Developing Virtual Agents Using Customer Journey Mapping
If you’re looking to deploy virtual agents then it’s imperative that you use customer journey maps which hold the insights necessary to develop virtual agents that are guaranteed to improve your customer experience and agent retention. 

Chatbots and Virtual Agents are all the rage but how do you decide which customer intents your virtual agents should handle vs. live human agents? The answer lies within your existing customer journeys. Analyzing your customer journey maps to determine which customer intents your virtual agents should handle is a proven method to not only improve CSAT and NPS scores but to reduce strain on human agents so you’ll be able to retain your best agents. 

Workshop 10

10:15 am - 11:45 am TBD

11:45 am - 1:00 pm Lunch

Workshop 11

1:00 pm - 2:30 pm Think Beyond CRM to Build Your Case for Better CX and Customer Service
Jerry Campbell - Sr. Customer Experience Manager, 7-Eleven
Blueprint a business case for digital transformation of your customer service.

Innovative companies are going beyond traditional CRM and gaining a competitive edge by delivering richer customer experiences. This interactive workshop will explore how you can upgrade your current approach to customer service. We will share how fundamental changes in technology, such as machine learning and chatbots, and business practices, such as proactive service, are driving new, transformational approaches to service. Interact with your customer service peers, hear a real-life example from our customer, and finish the workshop knowing how you can quantify success and build the business case for change.

Jerry Campbell

Sr. Customer Experience Manager

Workshop 12

1:00 pm - 2:30 pm Deliver Personalized, Responsive, and Differentiated Customer Service

Workshop 13

1:00 pm - 2:30 pm Conversations make better business: How to use messaging to reduce your voice volume and stay personal at scale.


Brian LaRoche

Director, Outreach Marketing


Eduardo von Borstel

Senior Solutions Architect


Jami Kalmbach

Customer Success Director
CallMiner Inc


Pete Hamlin

Senior Director of Business Intelligence
Avadyne Health

Workshop 15

1:00 pm - 2:30 pm TBD

Workshop 16

3:00 pm - 4:30 pm How to Elevate Contact Center CX Through the Use of Extended Reality (XR) via AI-driven Video Collaboration and Knowledge Sharing

Workshop 17

3:00 pm - 4:30 pm TBD

Workshop 18

3:00 pm - 4:30 pm TBD

Workshop 19

3:00 pm - 4:30 pm TBD

Workshop 20

3:00 pm - 4:30 pm TBD

Are you new to Customer Contact Week? It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW. Join the CCW analysts and conference directors at the new attendee orientation and get to know other CCW newbies, learn how to navigate the program and make the most of your CCW experience.

Michael DeJager

Principal Analyst & Head of Product Development
Customer Management Practice

A representative from each sponsor is highly recommended to attend our sponsor orientation, where our CCW strategic account lead will walk you through all the opportunities you won’t want to miss throughout the CCW main conference days including important dates, times, processes and procedures.

Simon Copcutt

Head of Strategic Account
Customer Management Practice

6:30 pm - 7:30 pm CCW Excellence Awards Welcome Reception

7:30 pm - 9:30 pm CCW Excellence Awards Gala