The #1 Virtual Event for Customer Contact Professionals
January 25 - 29, 2021 | 12 PM - 3:15 PM ET
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 solve critical business challenges.
Business Meetings
11:00 am - 11:30 am
Business Meetings, Round 1
11:35 am - 12:05 pm
Business Meetings, Round 2
Welcome
12:05 pm - 12:20 pm
Virtual Lobby Opens, Welcome Orientation and Opening Remarks
Benchmarking Session
12:20 pm - 12:50 pm
How to Approach Recruitment, Onboarding & Culture Building Post Pandemic
Naomi Wheeless -
Head of Customer Success,
Square
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.
Benchmarking Session
12:50 pm - 1:20 pm
The Impact of 2020 on Call Center Operations and a Look Ahead to 2021
A conversation regarding day to day operations and the impact that was seen by many companies and industries. This will be followed by insights and a prediction regarding 2021 in the areas of call center operation, employee recruitment, technology and customer experience.
