Day 1: Tuesday, April 6th

Be part of the conversation as Customer Management analysts, Amanda Caparelli, Brooke Lynch, and Sandy Ko, unpack the key takeaways from CCW Digital's 2021 State of Contact Center Technology Market Study. This discussion will explore how companies responded to the events of 2020 and uncover the biggest contact center technology mistakes and challenges, providing insight into how companies plan to reprioritize their investments moving forward.

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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

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Amanda Caparelli

Analyst
Customer Management Practice

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Brooke Lynch

Analyst & Staff Writer
Customer Management Practice

Over the last year, contact centers have experienced never before seen call/contact volumes. Everything from order status inquiries that resulted from disrupted supply chains to public sector inquiries centered around the pandemic, a virtual tsunami of engagements stretched agents’ capabilities. The good news for contact center leaders is that AI-powered virtual agents, chatbots and self-help capabilities have advanced as a tested and mature technology that can now be deployed to help agents effectively manage the load, help customers quickly resolve issues themselves and most importantly help contact centers continue to deliver exceptional experiences to customers. Join NICE inContact’s Brian Mistretta as he explores how contact centers can put AI to work and why now is a better time than ever to leverage AI capabilities to advance contact center operations.




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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

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Brian Mistretta

Director of Product Marketing
NICE inContact

Most companies recognize ample opportunities for improving automation. But when it comes to improving automation opportunities for agent experience, companies admit that their efforts are at a paltry 9%. Which is not ideal. Our agents are the frontline, they are the ones who face your customers. Happy or irate customers - they are the frontline.


While companies had no choice but to make tech-driven strides in 2020, most are still facing many shortcomings.

And it’s no secret that all of these challenges trickle down to the agent directly. Whatever technology is being implemented and used, (AI, ML, cloud, RPA, bots, etc) it is crucial that agents are armed with what they need, the correct information, and in a timely manner to empower agents with knowledge and autonomy to really optimize workflow and elevate their performance.


In this Fireside Chat, join Shonda as she shares her knowledge around:

- How to remove the stresses and inefficiencies of the frontline

- The lasting effects of automation acceleration or the lack of acceleration for your agents

- Types of technologies that will scale with your agents whether WFH or in the contact center

- How to prepare for the new future of work, the hybrid workforce

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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

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Shonda Bowman-Pero

Operations, Senior Trainer
Nissan Motor Corporation

What started as responses to the pandemic will ultimately define the future of customer contact. Even as COVID-19 concerns subside, the majority of contact centers will leverage remote work. The majority of customers will aim to connect in digital channels.


Do not, however, mistake the persistence of these initiatives as proof of perfection. Many companies did face challenges engaging their at-home agents. Many customers did endure friction interacting in chat and messaging. These challenges will only grow as operational standards rise and customer expectations soar.


How can we overcome these challenges? How can we ensure that we are empowering our agents wherever they work and wowing our customers wherever they connect? This executive roundtable will have the answers. Our expert speakers will dissect the five biggest experience challenges, before sharing how a cutting-edge approach to training, journey mapping, process design, and technology implementation can yield unprecedented success.





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Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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Dave Hoekstra

WFM and Product Evangelist
Calabrio

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Grace James

Manager, Customer Support
Intercom