Day 3 | Friday, November 15
8:00 am - 8:35 am
Check In Opens & Breakfast
Indulge in a delightful breakfast spread before diving into the insightful sessions ahead!
8:35 am - 8:45 am
Opening Remarks
Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.
8:45 am - 9:30 am
Workshop | The Chick-Fil-A Way: Elevate Workforce Efficiency and Customer Satisfaction
Peter Lopez -
Executive Director, Talent & Culture,
Chick-Fil-A
Unlock the secrets behind Chick-fil-A’s renowned customer service and operational excellence. In this dynamic workshop, Peter, the Executive Director of People and Talent at Chick-fil-A, will reveal the innovative strategies that drive workforce efficiency and unparalleled customer satisfaction. Dive into the core principles of talent management, employee empowerment, and a culture of continuous improvement. Walk away with actionable insights to transform your organization’s operations and elevate your customer experience to new heights.
9:30 am - 10:30 am
Raincheck Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
10:30 am - 11:00 am
Fruit and Nut Roundup
A wholesome selection of fruits and nuts to keep you energized for the final session!
11:00 am - 11:45 am
Deep Dive Discussion by CCW Digital | The Agent of the Future
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.
Drawing on the latest research into training and development priorities, CCW Digital will reveal the qualities and capabilities that will define the agent of the future. This session is set to demystify the journey toward a more dynamic and effective frontline, offering insights into the real-world evolution of the agent experience.
This session will inform and actively involve participants in shaping the final discourse. We will integrate a segment dedicated to participant reflection.
