New Standards For Customer Contact Performance
May 25-27, 2021 | 12 PM ET
Why Attend
When customer expectations and behaviors change, so too must our vision for customer contact performance.
We need to implement metrics that account for new channels and customer intentions. We need to implement coaching strategies for helping agents connect with these evolving customers - while dealing with new environments and uncertainty. We need to determine the most effective use cases for technology, including automation. We need to rethink the role the contact center plays in driving overall business growth.
This online event will explore the new performance landscape, revealing what it takes to measure, monitor, and facilitate stronger contact center results.
We need to implement metrics that account for new channels and customer intentions. We need to implement coaching strategies for helping agents connect with these evolving customers - while dealing with new environments and uncertainty. We need to determine the most effective use cases for technology, including automation. We need to rethink the role the contact center plays in driving overall business growth.
This online event will explore the new performance landscape, revealing what it takes to measure, monitor, and facilitate stronger contact center results.
Featured Speakers
Brian Cantor
Principal Analyst, CCW Digital Director
CCW Digital
Amanda Caparelli
Analyst
Customer Management Practice
Dave Seaton
Vice President, Service Level Transformation and Customer Experience
nThrive
Russel Lolacher
Director of Web & Social Media Services
BC Public Service
Lori Pon
Director, Claim Transformation & Claim Service Center
The Auto Club Group (AAA)
Sandy Ko
Senior Analyst, Customer Contact & Conference Director
Customer Management Practice
Jafar H Syed
Chief Growth Officer
Uniphore
Rob Dwyer
Director of Customer Engagement
Happitu
Dale McManness
Chief Operations Officer
Customer Direct
Stephanie Grgurich
Head of Customer Experience
Sanofi Pasteur
Jason Stout
VP, Contact Center Channel Manager
Vast Bank
Brigham Tomco
CEO and Co-Founder
Emmersion
Maya Vertesi
Talent Acquisition Manager, Hungary and Spain
Computacenter
Brian Gilman
VP Product Marketing
Vonage
Chanel Phillips
Customer Care and Sales Program Manager
MSC Industrial Supply
Ethan Barhydt
CEO & Founder
VoiceOps
Brooke Lynch
Principal Analyst and Deputy Divisional Director
CCW Digital
Nick DelleCave
Manager, Customer Success
NICE Nexidia
Jenna Muñoz
Senior Product Manager of Risk Solutions
Neustar
Christine Moulton
Sales Manager North America
USU
Erik Walton
Senior Vice President, NA Sales
Kore AI
Matt Wujciak
Market Research Analyst
CCW Digital
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