Experience the shift. Empowering contact center futures through exceptional EX, one interaction at a time.
Future of Contact Center Employees
February 27-28 | 12PM ET
Day 1: Tuesday, February 27th
12:00 pm - 12:30 pm
CCW Digital Analyst Chat: New Research on the Employee Experience in 2024
Brian Cantor -
Principal Analyst, CCW Digital Director,
CCW Digital
Brooke Lynch - Divisional Director & Principal Analyst, CCW Digital
The CCW Digital analyst team is starting the new year off right - by discussing the agent experience. A topic that has been top of mind for leaders over the last few years, the employee experience is now more important than ever before.
With new technology, processes and strategy, it is critical to reassess the agent experience and understand their greatest pain points. With new research from CCW Digital on the key challenges, successes and initiatives for the agent experience in 2024, the analyst team will share next-steps on preparing your employees for the future.
Join CCW Digital’s Principal Analysts, Brian Cantor and Brooke Lynch as they uncover findings from their latest Market Study covering the New Employee Experience. Covering topics surrounding AI, next-generation skills, career pathing and new metrics for CX success this seminar will dive into everything you need to know about EX.
Join us to learn more about:
- Employee experience priorities for the new year
- AI and the modern agent
- Research on top EX challenges that need to be addressed in 2024
12:30 pm - 1:00 pm
Love Your Job, Love Your Life: The New Reality of Work/Life Balance in CX
Namrata Rathore -
Assistant Vice President Patient Contact Center,
Orlando Health
Work/Life balance is always the goal - finding a career that aligns with your schedule, allows you to pursue your hobbies and leaves you with enough energy to tackle your to-do list is most desirable for modern employees.
But, in 2024 is this enough? Namrate Rathore, AVP of Patient Contact Centers at Orlando Health, believes employees deserve more. She believes life should happen at all hours of the day, not just after your 9-5. By leading with compassion and striving to make work fun, Rathore is pushing the boundaries of the traditional work/life balance adage.
Join this session to hear more about:
- Strategies for engaging employees and reducing attrition
- Insight on achieving an ‘open door policy’ culture
- Ways to build connection and maximize collaboration
1:00 pm - 1:30 pm
Communication is Key: Strategies for Connection in the Modern Contact Center
Ty Hoesgen -
CEO and Bestselling Author,
Advanced Growth Institute
Communication is pivotal to customer service. Without effective communication, customers feel frustrated, upset and misunderstood. Every interaction represents a new opportunity to connect with customers, build relationships and better understand intentions.
Ty Hoesgen, CEO and Bestselling Author at the Advanced Growth Institute, will be sharing his insight on improving communication. Offering guidance on how to structure communication he will shed light on how we can be more impactful with our words.
Join this session to learn more about:
- How to enhance communication during digital interactions
- How to speak with confidence and clarity
- Strategies for empowering your employees to be better communicators
