The CCW Digital analyst team is starting the new year off right - by discussing the agent experience. A topic that has been top of mind for leaders over the last few years, the employee experience is now more important than ever before.

With new technology, processes and strategy, it is critical to reassess the agent experience and understand their greatest pain points. With new research from CCW Digital on the key challenges, successes and initiatives for the agent experience in 2024, the analyst team will share next-steps on preparing your employees for the future.

Join CCW Digital’s Principal Analysts, Brian Cantor and Brooke Lynch as they uncover findings from their latest Market Study covering the New Employee Experience. Covering topics surrounding AI, next-generation skills, career pathing and new metrics for CX success this seminar will dive into everything you need to know about EX.

Join us to learn more about:

• Employee experience priorities for the new year
• AI and the modern agent
• Research on top EX challenges that need to be addressed in 2024

Contact center leaders have been discussing the agent of the future for the past decade. As we continue to implement new technologies and strategies to optimize efficiency, it seems obvious that agents would begin to take on more complex work. However, after countless discussions, so many organizations are still not preparing their agents to do more.

With new research on where leaders are focusing their training and development efforts, CCW Digital analysts will unpack the myth of the agent of the future. The session will unpack realistic next steps in achieving a more well-rounded frontline and share insight for how they see the agent experience actually evolving.

Join us to hear more about:

• The truth behind the evolving agent experience
• Competencies that will become necessities in 2024
• Strategies to empower employees and take action in shifting their impact