Retention of both customers and employees is critical for sustained success in today’s competitive business environment. Leveraging AI and advanced analytics can significantly boost both customer and employee retention by personalizing experiences, streamlining operations, and proactively addressing feedback. Our expert panelists will share their insights and experiences on using AI to analyze customer feedback and deliver personalized interactions, resulting in improved satisfaction and loyalty. We will also explore innovative employee engagement strategies, refining training and onboarding processes, and utilizing technology to provide real-time support and enhance job satisfaction.

Key Takeaways:

• Practical insights into leveraging gen AI, conversational AI, and advanced analytics to optimize service delivery
• Innovative employee engagement strategies to improve job satisfaction
• Optimize operations and proactively address feedback to maintain high retention rates

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.