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Customer Contact Week Las Vegas

JUNE 19 – 22, 2023

Caesars Forum, Las Vegas

Customer Contact Week Las Vegas

SEBPO’s VP of Client Solutions, Al Rose, returned from Customer Contact Week in Las Vegas with an insightful recap on hot topics and innovative ideas presented at the conference. Check them out below! 

Hot Topics 

The conference focused on many areas of employee retention and, most importantly, engagement, especially amidst the need for increasingly flexible work environments. Engaging and retaining employees should be the highest priority for executives as the world of customer service becomes increasingly more flexible and complex. 

But the questions remain: What makes an agent more or less likely to succeed in these new working methods? Moreover, how can leaders shorten their teams’ time to competency amid a competitive and uncertain talent market? 

Luckily, the folks at CCW had some answers: 

  • Examine what distinguishes high-performing hybrid contact centers and agents from the rest 
  • Retain and engage agents in the new hybrid contact center environment
  • Identify the factors that contribute to agent success in new ways of working
  • Shorten time to competency for new agents
  • Stay up to date on the latest trends and best practices in the industry

Make Room for Innovation

With the introduction of AI, automation, and advanced conversational AI systems like ChatGPT, the contact center landscape is undergoing a major transformation. To effectively navigate this, your contact center must strike a delicate balance between leveraging AI and retaining the human element that ensures the highest quality of services. 

Interested in learning more about these topics and how SEBPO’s expert teams in Bangladesh and El Salvador can ensure high quality, fully engaged customer service? Reach out to Al Rose today!

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