Enhancing Team Cohesion
Don't miss out on this previously aired session! Are you looking for ways to engage as a team? Are you tired of dealing with misunderstanding and drama in the workplace? This session will engage participants in an in-depth discussion regarding the forming of a team, understanding team dynamics and developing high-performance team members. These days, none of us work alone. We are constantly asked to partner together and rely on each other to create greatness. Therefore, we must be able to work together as a team. High performing teams are groups of people who can collaborate, prioritize and get the work done without losing their individuality or personal opinions. For a team to work at this level, team members must be able to communicate effectively, create efficient timelines and set expectations for their collaborative work.

Annual Agent Index Study – Key Findings & Insights
A great employee experience is no longer a nice-to-have but a strategy to drive real customer experience results. Much of the focus in the contact center space has been on emerging customer experience technology like digital transformation, chatbots and AI. These are critical capabilities that warrant time and focus for contact center leaders. However, at the center of every technology and process are agents. Maintaining a great employee experience is intrinsic to creating a brand reputation of exceptional customer experiences. But what is the first step to creating a great employee experience? Our latest annual Agent Index Study provides insights you need to get you started.

In this session, we’ll cover key findings from the report such as:

• The current state of agent engagement
• Insight on how agents view skill development and performance
• Agent sentiment about remote work
• How agents share feedback to their leadership

Is Automation and AI Taking Over the Call Center? Does the “Less Human” Approach Work with Your Customers?
AI and automation markets are growing. In fact, according to growth consulting and knowledge services firm MarketsandMarkets, the global business process automation market size is expected to reach $19.6 billion (USD) in 2026. By investing in these technologies, contact centers can transform business models, reduce human error, automate mundane tasks and remain competitive. But how does this impact CX?

Together, let’s discuss:

• Introduction to automation, AI and collaborative intelligence
• The impact on CX
• Areas contact centers are investing in and why
• Success stories from real customers