AI enhances, you lead. Guide the future of the contact center from automation to empathy.

Why Attend

As agents are free to engage with customers more deeply, they will need the skills, emotional intelligence and empathy to actually deliver during key moments. Leading employees through this transition is a critical step to ensure long-term success and engagement in this newly defined role. 

Join to receive your certificate in ‘Leading the Next-Generation CX Workforce.’ Throughout each session attendees will learn how to successfully motivate, develop and connect with the next-generation contact center workforce. With this certificate, leaders can upskill their teams effectively and prepare them for the transition to a more complex and meaningful CX future.

• AI for the agent experience, covering the many direct and indirect ways intelligent automation is changing the EX
• Next-generation recruiting and training, focusing on ways to cultivate talent capable of thriving in an era of automation, remote work, and omnichannel engagement
• Customer-centric quality management, addressing the metrics and scoring required to assess and motivate a more consultative, customer-centric approach to performance
• Supervisor experience, considering the oft-overlooked factors that make or break a successful contact center leader