December 6-8, 2023 | Grand Hyatt | Denver, CO
Day 3 | December 8
8:00 am - 8:55 am
Networking Breakfast
8:55 am - 9:00 am
Chairperson's Opening Remarks
9:00 am - 9:45 am
A Year in Review | Top Challenges, Trends and Opportunities
Brooke Lynch -
Principal Analyst and Deputy Divisional Director,
Customer Management Practice
Seun Aiyese - Senior Vice President, Head of Member Engagement, Affinity Federal Credit Union
As we wrap up 2023, it is critical to reflect on where we went right, and where we went wrong. Contact Center leaders shared their greatest challenges, priorities and opportunities to highlight a roadmap for the year ahead.
CCW Digital Analyst Brooke Lynch will unpack findings and facilitate a discussion on their latest market study ‘Future of the Contact Center.’ Highlighting insight on the evolving agent experience, new technology and rising expectations, this session will deep into new research from CX leaders focused on continuous improvement.
This discussion will also explore:
- Contact center priorities for the next 1-2 years
- Training competencies and the evolving agent role
- AI and self-service for the modern customer
