Contact Center of 2030
October 24 - 26, 2023 | 12PM ET
Neal Keene
Sr. Vice President, Strategy Gryphon.AI
As Sr. Vice President of Strategy, Neal supports the development and execution of business strategy by aligning department goals, processes, and resource allocation. Most recently, he spent time at Smart Communications, where he held a CTO and strategy role. With experience in business development and strategy, Neal has spent his career focused on helping companies deliver effective, compliant customer experiences across digital and traditional channels.
Day 2: Wednesday, October 25th
12:30 PM The Agent Experience of 2030: How New Technology will Shape The Future of EX
The agent experience is undergoing an evolution — with ever increasing customer expectations, a focus on new technology and a goal of more modern support, leaders are relying on their frontline to deliver amid continuous change. Understanding and adapting to the needs of the agent, then, has never been more important.
Ensuring employees have the resources, insights and support to thrive through this next evolution will be critical for success. As companies work to enhance operations and modernize experiences, they must also work to upgrade their employees’ workflow and techstack.
To build the contact center of 2030, CX leaders must prioritize the employee experience and implement technology that can empower agents to do more. CCW Digital research confirms that more than 66% of leaders are currently unsure of what tasks their agents will handle as they reshape the role of the agent, and this session will help unpack strategies and solutions to support this transition and inspire meaningful improvement.
This session will also discuss:
- How new technology can empower productivity in the contact center
- Tips for embracing technology and implementing change
- Solutions to engage customers and build long-term relationships
