Thurs, Jan 28 - Workforce 2021

The paradigm has forever shifted for the modern workforce. Remote workers are the new norm, and it turns out they can be just as or even more productive than in-office workers if given the tools and empowered to succeed. The fourth day of CCW At Home dives deep into the many nuances and challenges of a remote workforce to include on-demand gig workers, the new world of onboarding, training, engagement and more.


Coffee Pot

All the fun of an actual networking coffee break, without the human contact and disposable paper cups. 

11:30 am - 12:00 pm Networking Group 1

11:30 am - 12:00 pm Networking Group 2

11:30 am - 12:00 pm Networking Group 3

Big Ideas

The brightest stars in the customer contact constellation deliver pithy ten-minute talks featuring their unique perspectives on consequential topics.

12:00 pm - 12:15 pm The Remote Revolution: A Modern Story of Contact Center Management

None of us could have ever predicted the wild transition of Q1 2020 when stay at home and quarantine requirements forced businesses to reinvent operations altogether. Nearly a year in, we've learned a lot in terms of what works, what doesn't, and how to maximize the ancillary benefits of a dispersed workforce. In this Big Ideas session, learn the in's and out's of modern contact center management.

12:15 pm - 12:30 pm Rethink On-Demand Workforce Strategy: How to Integrate Gig Economy Strategies Across the Enterprise

The gig economy as a workforce planning strategy is more of a reality than ever before, both as a tool for business continuity as well as management of unpredictable contact volume where STLY figures are no longer reliable. In this Big Ideas session, learn about the latest in on-demand workforce strategy and how to better coordinate gig strategy across your organization.

In The Queue

No-holds barred interviews with top customer contact executives that dig deep into the biggest challenges facing the profession.

12:30 pm - 1:00 pm Hybrid Recruitment: How to Hire and Onboard WFH Agents

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.

Master Class

Fast-paced, interactive activity-based sessions loaded with practical takeaways that'll sharpen your skills and challenge your thinking.

1:00 pm - 1:30 pm Train, Develop and Coach the Modern Agent

Pre-COVID, many contact centers were dependent on classroom training, live coaching, and a plethora of tangible materials for the L&D landscape. In the current environment, the entire L&D strategy has been forced to pivot drastically. In this Master Class, learn the key fundamentals and considerations driving remote modern training and development.

1:00 pm - 1:30 pm Embed Empathy into the Core of Your Engagement Strategy

The current environment, from pandemic to politics, has necessitated a more empathic approach when it comes to people engagement. A largely remote environment adds a layer of complexity to all engagement initiatives. In this Master Class, build your roadmap for an empathy-first people engagement strategy.

Book Club

Best-selling authors serve up hyper-focused talks chock full of practical takeaways from the pages of their customer contact & CX tomes.

1:30 pm - 1:45 pm Author TBD

Case Studies

Partners and their clients use real-life use-cases to share best practices and invaluable tips for tackling big challenges.

1:45 pm - 2:15 pm Topic TBD

1:45 pm - 2:15 pm Topic TBD

1:45 pm - 2:15 pm Topic TBD

1:45 pm - 2:15 pm Topic TBD

Knowledge Base

The sharp-witted CCW analyst team on the latest CCW industry research - and what it means for customer contact leaders.

2:15 pm - 2:30 pm Workforce 2021: CCW Digital Findings on the Future of Contact Center WFM

2020 hit the reset button on everything we once knew about workforce metrics. Between significant changes with staffing structures and capacity paired with unpredictable call volumes, contact centers need more flexibility and agility in workforce planning moving forward. In this Knowledge Base, CCW Analysts share recent research findings around a new era of WFM as well how contact centers should rethink workforce planning in 2021 and beyond.

Talk Time

Scenario-based, interactive discussions provide the opportunity to ask anything of battle-hardened leaders.

2:30 pm - 3:00 pm How to Navigate Compliance Across a Dispersed Workforce

What compliance considerations are most important in your industry? Are you asking the right questions around what this means in our dispersed workforce reality?

2:30 pm - 3:00 pm How to Maintain Workforce Continuity Amidst Uncertainty

How are you working with dependable outsourcers and understanding the continuity infrastructure? What questions should you be asking providers to ensure their continuity plans are strong?

2:30 pm - 3:00 pm How to Rebadge Talent When Transitioning Partners

Have you considered a rebadging strategy as you adapt to the current environment? How are you maximizing talent density when transitioning providers?

2:30 pm - 3:00 pm How to Manage Workforce Planning in a New Era

How have you adapted your workforce planning approach to accommodate uncertain volume? What tools are available to help ease the challenges associated with workforce planning?

In The Queue

No-holds barred interviews with top customer contact executives that dig deep into the biggest challenges facing the profession.

3:00 pm - 3:30 pm Dispersed Workforce Culture: How to Maintain Innovation and Creativity Across Distributed Agents

Remote working comes with a host of competing priorities. Workers have busier days than ever, where the commute has been replaced by additional meetings and unpredictable situations at home. It's harder than ever to make time for the innovation and creativity required for future success. Join us In The Queue as we discuss tips and tactics for increasing innovation efforts across a distributed workforce.