Tues, Jan 26 - Channel Management

Today's customer is deciding their channel of choice. Whether you are multichannel, omnichannel, or have employed a superchannel strategy, are you spending enough time understanding the evolving channel preferences of your customers? COVID has changed the game, with impatient customers demanding results immediately. The second day of CCW At Home focuses on modern channel strategy and management.

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 A New Generation of Channel Agilty

If the current envionrment has taught us anything it is that we must be nimble and ready to serve customers in their channel of choice. A pandemic caused a fast and furious evolution in channel priorities with more impatient customers that ever before. In this Big Ideas session, understand the trends the customer contact industry has experienced as it relates to channel engagement and flexibility.

12:15 pm - 12:30 pm Identify and Maximize Your Superchannel

The Superchannel strategy has been a key to success for many organizations, focusing in one channel that can be delivered well versus many channels with less speed and efficiency. In this Big ideas session, learn the fundamental elements of a Superchannel strategy and how it can positively impact both operational efficiency and the customer experience.

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 Lessons in Design and Delivery of a New Channel

New channel design and deployment is key to success in the modern contact center. Join us In The Queue to learn how to identify channel opportunities and deliver a new channel with the goal of a more effortless customer experience. Beyond simply adding a new channel, learn how to approach new channels with the more holistic, integrated customer engagement strategy in mind.

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 Social Media Customer Care in the COVID Era

Amidst COVID, social channels in particular have emerged as one of the easiest and quickest ways to interact with customers. Faced with longer wait times, social also becomes a venue for impatient customers to voice their concerns. In this Master Class, learn quick and easy ways to effectively staff and support social media as a customer support channel.

1:00 pm - 1:30 pm Engineering Omnichannel Operations Under Pressure

When tasked with rapidly adding new channels to meet the evolving needs to customers, it's easy to lose sight of an omnichannel approach in an effort to roll out solutions quickly. In this Master Class, understand how to integrate new offerings and ensure that new channels are supporting the greater, omnichannel strategy.


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

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 CCW Digital Shares Latest Channel Trends and Preferences

Every year, CCW Digital tracks key priorities of customer operations across the industry to understand key priorities and initiatives as it relates to channel management and the introduction of new channels. 2020 proved a wild ride as contact centers were fast tracked with many top priorities all at once. In this Knowledge Base session, the CCW Analyst team shares key findings as it relates to channel strategy and the evolution of customer preferences.

Talk Time

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

2:30 pm - 3:00 pm How to Action the Data Behind New Channel Opportunities

How are you collecting and analyzing channel-specific data to better meet customer needs? How are you benchmarking your channels against industry research?

2:30 pm - 3:00 pm How to Add Social into Existing Channel Strategy

How does social play a role in your omnichannel operations? What does good look like when it comes to social response times, staffing, routing, etc.?

2:30 pm - 3:00 pm How to Integrate Multichannel to Omnichannel Operations

When adding a new channel, are you considering how it will play with your existing channels? Are you using tools that integrate and enable omnichannel experience?

2:30 pm - 3:00 pm How to Achieve Agility in Your Channel Strategy

Are you setting your customers and organization up for success when it comes to channel offerings? Are you agents trained across channels?

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 Channel Evolution: A Story in Understanding and Adapting to Consumer Preferences

Many lessons have been learned in 2020, with customer operations migrating to the cloud while adding new channels and sending agents home. This necessitated significant retraining and a reset of how customer interactions were delivered. Join us In The Queue as we hear from one business leader on the channel challenges and opportunities presented by COVID and how their organization was able to survive and thrive.