Matt Wilson is a former PwC consultant and U.S. Army Captain who has been leading operations teams in the telecom industry for 10 years. His specialty is driving transformations and ongoing optimization programs by bringing teams together with shared goals. He enjoys sharing his best practices with those committed to serving their customers and their teams.
Day 1 | Wednesday, November 13
1:30 PM From Strategy to Execution: Continuous Improvement in the Contact Center
Continuous improvement is key to staying competitive. This session will provide a comprehensive approach to running an operations excellence program that drives real results. Attendees will learn how to manage a pipeline of improvement opportunities, prioritize initiatives using voice of the customer (VoC) analytics, and operational excellence analytics, and move seamlessly from strategy to execution.
The session will also explore how cutting-edge technologies like generative AI and visual AI can empower agents and enhance customer interactions. Designed for CX leaders and customer service professionals, this session will leave you with actionable insights and best practices to optimize both employee performance and customer satisfaction while managing multiple improvement initiatives with clarity and efficiency.
Check out the incredible speaker line-up to see who will be joining Matthew.
Download The Latest Agenda
