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One year ago, most people had a lot of patience understanding that a lot of contact centers were both seeing enormous increases in volume and simultaneously transitioning from a brick & mortar environment to a WFH environment. A year later, customer attitudes on poor customer service are less generous and yet, the WFH model may be here to stay for a lot of contact centers.

With that in mind, what tools and techniques can contact centers begin using to replicate and even improve the level of service they were delivering pre-pandemic as it relates to:

- New Hire Training/Onboarding

- Transition/Soft Launch

- Coaching/Mentoring

- Ongoing Training/Development

- Performance Monitoring

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Today’s consumer is more digitally connected than ever before, changing the overall consumption model across all industries, likely forever. This is transforming how businesses operate their contact centers. Businesses today need to empower agents in the contact center with the tools to deliver a personalized experience for today’s customer, across the channels they prefer - from anywhere in the world.

More and more, consumers are moving to alternative methods - video, messaging, chat and more - to meet their needs in the retail, healthcare, and financial services space (to name just a few). The events of the last year have not only driven increased volumes in the contact center but the changing consumption model, as well as emerging technologies such as AI, has increased customer expectations, as well.

In this session, VP of Product Marketing Brian Gilman and Principal Analyst, CCW Digital Director Brian Cantor will discuss how requirements for contact center operations have changed and how this is impacting business models for customer engagement within specific industries and vertical markets.

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This past year changed how we measure success in the contact center. While we consistently focus on metrics that prove efficiency, in how quickly we can respond or resolve an issue, companies must work to understand the overall effort customers are exerting in their end-to-end journey.

In achieving an effortless experience, companies benefit from greater customer satisfaction and long-term loyalty. In this session, Chanel Phillips will discuss her team’s efforts to achieve effortlessness in the digital age, and will discuss:

- How proactive communication leads to a more seamless experience

- Ways the customer journey can be optimized to promote personalization

- Why we must focus on empowering agents to perform in the distributed environment

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Exceptional customer service is not possible without exceptional agents.

With the changing workplace environment to a hybrid of remote and in-office agents, it is crucial for businesses to find new ways to monitor and engage agents, and to enable them to deliver consistent, superb service. In this session we will show you how businesses are revolutionizing their quality programs with AI-enabled analytics.

You will hear how to:

• Adapt your quality program for a hybrid workforce
• Keep agents engaged and motivated
• Accomplish success through a customer story

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