Fri, Jan 29 - Executive Exchange

CCW At Home's Executive Exchange day is an invitation-only opportunity exclusively for director-level and above customer contact leaders to benchmark, connect, and identify solutions to critical business challenges in the most efficient and effective way possible. Join us for a unique benchmarking and solution sourcing opportunity from the comfort of home.


11:45 am - 12:00 pm Virtual Lobby Opens, Welcome Orientation and Opening Remarks

Benchmarking Session

12:00 pm - 12:30 pm How to Approach Recruitment, Onboarding & Culture Building Post Pandemic

The employment landscape has changed dramatically in the past year, from cutting or adding head count to recruitment and onboarding across a dispersed workforce. Organizational culture remains one of the most important differentiators in the new normal. While there exists a playbook to manage core business issues, the global pandemic has forced us to rethink processes including recruitment, hiring, onboarding, and integrating new and existing team members into a cohesive culture. In this session, learn some of the key lessons learned in 2020 and key takeaways associated with setting a new standards and processes for recruitment, hiring and culture.

Interactive Panel Discussion

12:30 pm - 1:00 pm 2020 Realities Driving 2021 Strategy: Top Trends in Channel Management and Automation

Recruitment, hiring and onboarding has always been critical to the success of the contact center. For many, all of those processes must be delivered in a completely remote environment. Join us In The Queue to hear how one contact center was able to pivot all recruitment processes quickly and develop effective and engaging onboarding resources for a dispersed workforce.

Business Meetings

1:10 pm - 1:40 pm Business Meetings, Round 1

1:45 pm - 2:15 pm Business Meetings, Round 2

2:20 pm - 2:50 pm Business Meetings, Round 3

Practitioner-Only Roundtable Discussions

3:00 pm - 3:40 pm Learning, Development and Engagement Across a Dispersed Workforce

3:45 pm - 4:25 pm Agile Channel Management Strategy for Rapidly Evolving Customer Preferences

3:00 pm - 3:40 pm Strategies in Humanizing AI-Powered, Customer Facing Interactions

3:45 pm - 4:25 pm Open Discussion in the Realities of Cloud-Based Customer Operations