Sandy Ko

Senior Analyst & Conference Director Customer Management Practice

Mon, Jan 25 - Digital Transformation

Monday, January 25th, 2021

2:45 PM How to Build an Automated Digital Infrastructure to Optimize Your Social Media Channel

Social Media has quickly become a channel of customer preference. With more customers digitally connected it is a customer engagement tool that organizations can leverage for a 360-degree view of their customers. However, there are challenges that come with social channels as they are oftentimes siloed and not fully integrated into the overall CX journey. Join Megan for a virtual interview and a Q&A session on how to break down silos and how to build an infrastructure around social and live chat automation to create a better CX journey for your customers.

Tues, Jan 26 - Channel Management

Tuesday, January 26th, 2021

12:30 PM Lessons in Bridging Silos to Strengthen Your Channel Strategy

One of the keys to success in the modern contact center is to be available in the customer channel of choice. But as a contact center leader how can you ensure your customers can find you? Join us In the Queue + AMA as Trista shares how the right data and bridging organizational silos to work together can effectively make the change your contact center needs to create a more holistic channel strategy for an effortless customer experience.

2:45 PM CCWomen Spotlight: Can Superwoman Take a Day Off?

Things have not been easy. We are still in quarantine, dealing with a global pandemic, witnessing major historical events, all the while trying to work and manage our day-to-day lives. Even for Superwoman, it is a lot to digest. In this CCWomen feature we are joined by Colleen Beers, President – North America & Europe, of Alorica, a CCW advisory board member, and our very own CCW Superwoman, in an intimate conversation. Colleen will share her personal journey as a female executive, a leader, a wife, and a mother and discuss the path that she has found to understand, face, and manage the world we currently live in.

Wed, Jan 27 - AI + Automation

Wednesday, January 27th, 2021

2:45 PM Stay Ahead of the Game: How to Delight Customers Through Automated Proactive Engagement

Customers find delight when businesses actively initiate ways to anticipate their needs and resolve their issues. Overtime, being proactive will strengthen customer relationships with the brand and help the brand stay ahead of the game among competitors. Join us In the Queue to hear more about how automation is playing a big role to delight Freshly customers through automation during these harrowing times.

Thurs, Jan 28 - Workforce 2021

Thursday, January 28th, 2021

12:30 PM The New World of Recruitment, Onboarding, and Diversity

In this session, Adam will dive deep into the new world of recruitment, onboarding + training, diversity, what candidates are looking for, and how you can prepare yourself and your organization for the future of the modern workforce.

2:15 PM Open Discussion on Mental Health in the New Normal

2020 pushed the gambit on what we can do as organizations and, more importantly, put a lot of pressure on our most important asset... our people.

- What is an organization's responsibility in providing support?

- What are the little things that make a big difference?

- Where do you get started?