Performance & Metrics

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For many years, contact center performance has been reduced to setting the right objectives and using the right metrics. It's time for the conversion to evolve. That evolution starts with CCW Online, a complimentary online event set for May 22-23, 2018.

CCW Online Resource Center

Copyright 2018 CCW Digital - The World's Largest Community for Customer Contact Professionals

Event Partners

Bridging The Performance Gaps In Today's Contact Center

Thank you to all of our sponsors who made this event possible.

As a part of the CCW Online experience, we would like to provide you with relevant guides, case studies and interviews.

May 22 - 23, 2018

12pm - 3pm EST


When you partner with CCW Digital, your get the opportunity to expose your brand to over 150,000 customer contact professionals globally.

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Frequently Asked Questions

How will I access the sessions?

You will attend the sessions, meet our partners and gain access to valuable resources in our online conference center.

Do I need to download or install any software to be able to attend this event?

NO. You do not need to download or install any software to participate in our conference. You only need to have access to the Internet.

Will the sessions be recorded?

Yes. the sessions will be recorded and available for free for a limited time.

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Want to Learn Even More?

Come to CCW Vegas!

2,500 + Attendees | 175+ Speakers | 200 Sponsors & Exhibitors

The World's Largest Customer Contact Event

June 18-22, 2018 at The Mirage, Las Vegas

FEARURED REPORT: CCW Market Study: Performance & Metrics >>

Headlined by leading VP-level customer contact executives, CCW Online features a combination of keynotes, interactive roundtables, fireside chats and demos. All sesisons are backed by research and case studies.

FAQ'sRegister for Free

Brian Cantor

Principal Analyst & Director

CCW Digital

Shep Hyken

Chief Amazement Officer

Shepard Presentations, LLC

Marques Burgess

Call Center Director

Urban Health Plan

Tom DeCarlo
Managing Director, Americas Head of Client Services

Lance Hood

Chief Market Officer


Michael Brandt
Group Vice President - Process Excellence Manager Customer Care
ABB Management Services

Rob Poach
Senior Director, Global Service Delivery

Shonda Bowman-Pero
Global Training & Quality Director

Day 1 - Tuesday, May 22
12PM-12:30PM EST
View Session
How To Consistently Exceed Customer Expectations
Speaker: Shep Hyken, Chief Amazement Officer, Shepard Presentations, LLC
12:30PM-1PM EST
View Session
Executive Round Table: Contact Center Investments That Actually Matter
Moderator: Brian Cantor, Principal Analyst & Director, CCW Digital

Speaker: Brad Snedeker, Director of Innovation, Calabrio

View Session
1:30PM-2PM EST
Go Beyond Satisfaction - Without Sacrificing Efficiency
Speaker: Marques Burgess, Call Center Director, Urban Health Plan
2PM-2:30PM EST
View Session
The Future of Call Center Authentication
Speakers: Tom DeCarlo, Managing Director, Americas Head of Client Services, UBS

Lance Hood, Chief Marketing Officer, TRUSTID

View Session
2:30PM-3:30PM EST
Bridging the Gaps in Contact Centers
Speakers: Vishwas Arora, Associate Channel Manager, Kohler Co.

Cliff LaCoursiere, Vice President, CallFinder

Day 2 - Wednesday, May 23
Register for Free
12PM-12:30PM EST
View Session
Driving Performance in Digital Channels
Speaker: Rob Poach, Senior Director, Global Service Delivery, Wowza
12:30PM-1PM EST
View Session
Customer Feedback: The Ticket To CX Improvement
Speaker: Michael Brandt, Group Vice President, Process Excellence Manager Customer Care, ABB Management Services
1PM-1:30PM EST
View Session
Performance Management Must Evolve
Speaker: Adam Aftergut, Product Marketing Manager, NICE
View Session
1:30PM-2PM EST
Agent Training: Empower, Don't Merely Educate
Speaker: Shonda Bowman-Pero, Global Training & Quality Director, Match
View Session
2PM-2:30PM EST
Maximizing Moments of Truth: Training Agents and Business Processes to Optimize Business Outcomes
Speaker: Brian LaRoche, Director, Outbound Marketing, CallMiner

Adam Aftergut

Product Marketing Manager


Mike Festa
Director of Wayfair Next

View Session
2:30PM-3PM EST
Speaker: Mike Festa, Director of Wayfair Next, Wayfair
Elevate Your Contact Center With AR & VR

Brad Snedeker
Director of Innovation

Vishwas Arora
Associate Channel Manager
Kohler Co.

Cliff LaCoursiere
Vice President

Brian LaRoche
Director, Outbound Marketing