Experience the shift. Empowering contact center futures through exceptional EX, one interaction at a time.

Future of Contact Center Employees

February 27-28 | 12PM ET

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Brooke Lynch

Divisional Director & Principal Analyst CCW Digital

Brooke Lynch is the Divisional Director and a Principal Analyst for CCW Digital. With a background in television news and production, she’s worked across industries covering B2B marketing, procurement, and finance events. Her current work highlights challenges and opportunities for customer experience and contact center leaders, with a recent focus on e-commerce, retail, and technology. Brooke studied journalism at the University of Wisconsin-Madison and held positions at Fox Business in Development and as a college associate on Countdown to the Closing Bell.

Day 1: Tuesday, February 27th

12:00 PM CCW Digital Analyst Chat: New Research on the Employee Experience in 2024

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

Day 2: Wednesday, February 28th

12:30 PM Deep Dive Discussion: The Myth of the Agent of the Future

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: