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Contact Center Success In the Automation Age

May 21-22, 2019
CONTACT CENTER SUCCESS IN THE AUTOMATION AGE
Customer expectations are changing, digital engagement is rising, and automation technology is emerging. These factors require us to transform our contact centers and redefine the way we measure and manage performance.

CCW Digital’s Online Summit on Contact Center Success In The Automation Age unpacks this transformation. Featuring research briefs, case study sessions, lively debates and interactive roundtables, it explores a new vision of contact center performance. What are the new objectives? What new metrics will help us assess performance? Most importantly, what can organizations do to actually improve their performance and achieve their loftiest of goals.

This summit will offer a complete ultimate roadmap to lasting, unparalleled success.

We respect your privacy. By registering for this online event you agree to having your details passed onto our sponsors or partners who may promote similar products and services related to your area of interest. For further information on how we process and monitor your personal data click here. 

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12pm - 3pm ET

EVENT PARTNERS
Discover how customer expectations are changing as digital and self-service tools become more robust.
Understand the specific ways to reduce agent effort and inefficiency with automation.
Learn what CX and contact center metrics truly matter in the automation age.
INTERESTED IN SPONSORING THIS EVENT?
When you partner with CCW Digital, you get the opportunity to expose your brand to over 150,000 customer contact professionals globally.
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CCW ONLINE RESOURCE CENTER

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

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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"ATTENDING CCW MEANS PUTTING CUSTOMERS FIRST"
VIEW THE EVENT AGENDA
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Special Report: 2019 Contact Center Predictions
Special Report: Increasing Humanity With Chatbots
READ NOW
Special Report: Actionable Customer Analytics
READ NOW
Expert Interview with Troy Stevenson from Uber
READ NOW
CCW Digital Podcast with Mel Penna from Comcast
LISTEN
2019 CCW Market Study: Contact Center Success In The Automation Age
READ NOW
2019 PRESENTERS & AGENDA

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

FREQUENTLY ASKED QUESTIONSREGISTER FOR FREE
Brian Cantor
Principal Analyst & Director
CCW Digital
Kindra Cooper
Digital Writer & Editor

CCW Digital
Tamara Loehr
Author Of 
Balance is B.S. 
Have a Work, Life, Blend 
Jocelyn Miller
Former Product Marketing Manager
 Google & Amazon
Ernan Ronan
President
ERDM Group
Bill Eckstrom
Author of 

The Coaching Effect
Sarah Wirth
Author of 
The Coaching Effect
More speakers coming soon, stay tuned!

Rich Correia
Product Marketing Leader

NICE
Brad Snedeker
Director of Customer Advocacy

Calabrio
Tracy Oppenheimer
Manager of Content and Communications, Helpshift 
Steve Bell 
Director of Product Marketing
Talkdesk
DAY 2 - MAY 22ND
12:00PM - 12:30PM
Why Product Market Fit is Crucial for a Customer-Centric Organization 
Presenter: Jocelyn Miller, Amazon and Google
View Session
DAY 1 - MAY 21ST
12:30PM - 1:00PM
The Emerging Role of the Contact Center as a Haven for VoC
Presenter: Ernan Ronan, ERDM Group
View Session
1:00PM - 2:00PM
5 Ways To Meaningfully Elevate Contact Center Performance 
Presenter: Brian Cantor of CCW Digital, Brad Snedeker of Calabrio, Tracy Oppenheimer of Helpshift, John Redinger  of DialAmerica
View Session
2:00PM - 2:30PM
#CCWomen: Great Leaders Avoid the BS 
Presenter: Tamara Loehr, Author, Balance Is BS 
View Session
2:30PM - 3:00PM
Insights From A Contact Center Innovator 
Presenter: Rich Correia, NICE
View Session
12:30PM - 1:00PM
Bridging The Digital Divide 
Presenter: Steve Bell, Talkdesk
View Session
1:00PM - 1:30PM
How The Best Coaches Drive Results  
Presenter: Bill Eckstrom & Sarah Wirth, Authors, "The Coaching Effect" 
View Session
1:30PM - 2:00PM
Conquering Real Challenges With Automation  
Presenter: Automation Anywhere 
View SessionREGISTER FOR FREEREGISTER FOR FREE
John Redinger
Chief Marketing Officer

DialAmerica