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