Be an active part of the conversation as CCW Digital Analysts Brian Cantor, Matt Wujciak and Brooke Lynch unearth the key trends, insights and takeaways featured in CCW Digital's 2021 New Benchmarks for Customer Contact Performance Market Study. Our analysts will explore:

- How customer contact teams were not only able to navigate the changes and challenges they were faced with throughout the pandemic, but how they improved their performance and continued to meaningfully connect with customers both digitally and physically

- Prioritizing and elevating agent performance in an omnichannel world and the future of work-from-home post-pandemic

- Top contact center metrics, initiatives and interaction benchmarks for 2021 and beyond that will give you and your organization a competitive advantage

When talking about contact center transformation, it is easy to focus on the obvious, surface-level shifts. Customers want to engage in new channels, so we need to adopt omnichannel technology. Agents are increasingly working remotely, so we have to ensure they can connect from home.

True success, however, requires going deeper. It requires looking at how customer behavior, sentiment, and demands are changing as a result of the new normal. It requires looking at what agents need to perform in a world of new customer expectations and automation technology. It requires recalibrating metrics to assess customer and agent centricity, rather than to measure how many calls are being answered.

Our panel of experts will discuss this changing landscape - and provide real, case study-driven recommendations for tailoring contact center performance to evolving CX and EX standards.

Exceptional customer service is not possible without exceptional agents.

With the changing workplace environment to a hybrid of remote and in-office agents, it is crucial for businesses to find new ways to monitor and engage agents, and to enable them to deliver consistent, superb service. In this session we will show you how businesses are revolutionizing their quality programs with AI-enabled analytics.

You will hear how to:

• Adapt your quality program for a hybrid workforce
• Keep agents engaged and motivated
• Accomplish success through a customer story