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 2: Wednesday, February 28th
12:00 pm - 12:30 pm
Unlearning Bad CX Habits: Training Your Team to Deliver Exceptional Support
Erin Gray -
Senior Vice President, Customer Experience,
Endy, Casper Canada
The word ‘no’ is often painted as a bad word in the customer contact space. In a world of customer-centricity and customer obsession, it seems that brands are working to build customer relationships and satisfy their every need.
But, this culture is not the default - so many agents are often trained in an environment where ‘No’ feels like the only option. Afraid of making waves, agents are comfortable sticking to policy and not breaking script.
Erin Gray, SVP of Customer Experience at Endy, Casper Canada, is working to empower her team to break away from this standard. With the right insight and reassurance, agents can feel more comfortable saying yes and going above and beyond for customers. By unlearning bad CX habits and giving agents the tools they need to thrive, organizations will be in the position to deliver the highest caliber support.
In this session we will cover:
- Strategies for empowering employees to unlearn bad CX habits
- Tips for surprising and delighting your customers in 2024
- Insight on proactive customer service and leading by example
12:30 pm - 1:00 pm
Deep Dive Discussion: The Myth of the Agent of the Future
Brooke Lynch -
Divisional Director & Principal Analyst,
CCW Digital
Brian Cantor - Principal Analyst, CCW Digital Director, CCW Digital
Contact center leaders have been discussing the agent of the future for the past decade. As we continue to implement new technologies and strategies to optimize efficiency, it seems obvious that agents would begin to take on more complex work. However, after countless discussions, so many organizations are still not preparing their agents to do more.
With new research on where leaders are focusing their training and development efforts, CCW Digital analysts will unpack the myth of the agent of the future. The session will unpack realistic next steps in achieving a more well-rounded frontline and share insight for how they see the agent experience actually evolving.
Join us to hear more about:
- The truth behind the evolving agent experience
- Competencies that will become necessities in 2024
- Strategies to empower employees and take action in shifting their impact
1:00 pm - 1:30 pm
Deploying Digital In The Contact Center Shouldn't Stay On Your TBR: How Thriftbooks Optimizes Technology For The Agent Experience
Barbara Ann Hagen -
Vice President, Sales and Marketing,
Thriftbooks
Barbara Ann Hagen, Vice President of Sales and Marketing at ThriftBooks.com, joins CCW Digital to share how the dot com boom of the 2000s catapulted the book resale site to success and real-time guidance on leading agents through tech changes in the contact center. From workforce and knowledge management tools to integrating AI into employee workflows, Hagen highlights how the legacy system learning of the past can act as a building block for the agent experience of the future.
In this session attendees will gain insights on:
- How to scale a business within a rapidly changing digital environment
- Prioritizing agent knowledge in the omnichannel contact center
- What industry leaders should be prioritizing in terms of EX in 2024 and beyond
