Brooke Lynch

Analyst & Staff Writer Customer Management Practice

Day 1: Tuesday, April 6th

Tuesday, April 6th, 2021

12:00 PM Welcome Remarks + Analyst Chat: State of Contact Center Technology

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.

Day 3: Thursday, April 8th

Thursday, April 8th, 2021

12:00 PM A Look into HomeAdvisor’s Implementation and Onboarding of Mobile App Chat

The events of 2020 enabled a massive shift in customer behavior. Lockdowns and safety restrictions changed the course of everyday life and the new virtual world prompted an evolution of contact center technology. To succeed, businesses leverage technology to meet their customers wherever and whenever.


In this session, Melissa Brown shares Home Advisor’s reaction to this ever-evolving customer behavior and discusses early successes the brand has experienced developing its new mobile app chat feature. This session will break down:


- Benefits of investing in live digital channels

- Insights into the implementation and onboarding of a mobile chat service

- The ins and outs of successful agent training processes

1:00 PM How Omnichannel Operations Support Customers in Crisis

The pandemic initiated universal challenges for businesses everywhere, forcing technology and digital channels to the forefront. To help deflect the massive influx of calls and alleviate chronic long hold times, businesses work to satisfy their digitally savvy customers and manage strain on call center resources by leveraging self-service technologies.


Join Brian Weber and learn about his experience leading the Office of Self Sufficiency through the COVID-19 health crisis. By focusing on omnichannel support, he and his team have assisted, educated, and engaged customers through new digital channels.