Contact Center Operations at CCW Vegas


Contact Center Operations breakout tracks are coming to CCW Vegas 2020!

The reputation of the contact center continues to pivot from cost center to value creator.  Though many longstanding contact center metrics remain relevant, the focus is on contact center operational leaders to generate greater value for the customer experience than ever before.  Our Contact Center Operations breakout track at CCW Vegas takes an advanced approach to the leading challenges contact center leaders face in 2020.

  • Maximize contact center productivity by taking advantage of the latest in workforce models
  • Master the strategy and tactics driving channel expansion to engage customers where they expect
  • Balance automation, agent experience and human empathy for best-in-class AI-assisted experiences
  • Formalize best-in-class continuous improvement processes that are both agent and customer-centric

  • Eric Esguerra, VP Customer Service & Operations, Miele
  • Ingrid Cordy, VP Customer Experience & Global Ecommerce, E.L.F. Cosmetics
  • Justin Reilly, Chief Product Officer, Tucows, Ting Mobile & Internet
  • Julia Babina, Vice President of Operations & Customer Service, Brooklinen