Looking to align your metrics with the voice of the customer? Hoping to dramatically increase customer satisfaction and loyalty? Striving to make the “business case” for contact center investment? Aiming to empower your team to be more efficient without sacrificing customer centricity? Some or all of the above?

If you answered “yes” to any of those questions, you won’t want to miss CCW Online: Performance & Agents.

The complimentary virtual event will help your customer experience function deliver an experience that dazzles customers and amazes business stakeholders.

It features an agenda of accomplished speakers – who have faced (and conquered) the challenges you are facing. As it is a virtual event, it also offers you the opportunity to network with peers, visit virtual booths and download complimentary content in pursuit of a more customer-centric AND business-centric contact center.

Check out the agenda – and register now!


Ari Radetsky

Ben Motteram

Cheryl China

Gordon Clinkscale

Jason Karaman

Jon Smith

Shonna Shearson

Jerry Fletcher

Kat Worman

Jil Fisher

Brian LaRoche

Shane Corey

Laurie Meachem

Wendy Mikkelsen

Bruce Marler


Tuesday, May 9

12:00 PM

Customer-Centric is Business Centric

Ari Radetsky VP of Customer Experience, Winc Wines

Customer experience strategy is not a game of either/or. It is about delivering the best possible engagement for customers while also achieving paramount business objectives. Our opening keynote will help ensure your strategy is tailored to this best-of-both-worlds approach.

12:30 PM

Build A Bike And Ride It At The Same Time

Gordon Clinkscale VP of Customer Care, Freedom Mortgage

Businesses are growing and customer demands are evolving. Your business needs to prepare for this change, but it cannot sacrifice the current experience while doing so. Learn how to create an agile, versatile organization that is not simply capable of adapting but actually improving in the face of that change.

01:00 PM

Virtual Expo Hall Open

2:00 PM

Building Your Dream Social Media Support Team

Laurie Meachem Manager, Customer Commitment, JetBlue Airways
Jerry Fletcher VP Customer Success, SparkCentral

The process for hiring, staffing and managing a productive social customer care team differs from that of a traditional call center team in a few key areas. If your company is committed to offering social care, then joining this webinar is vital for your organization. You’ll learn how to determine the ideal team setup and staffing structure for your social customer care program, what skills and characteristics to look for when hiring social care agents and tips for putting the right management and coaching process in place.

Wednesday, May 10

12:00 PM

7 Foundations Of A Great CX Program

Ben Motteram CXpert

The customer experience plays a pivotal role in the success of the business, and there can accordingly be no half measures when it comes to CX strategy. All corners of the customer experience must feature the right mindset, the right practices and the right technology. Diagnose (and optimize) your customer experience program as our speaker walks through these 7 crucial tenets.

12:30 PM

Performing For Your Agents So They Can Perform For Your Customers

Brian LaRoche Product Marketing Manager, CallMiner
Jil Fisher Vice President, Technical Product Management, West Interactive
Kat Worman WFM Consultant, Calabrio
Shane Corey Director of Operations, Injixo
01:30 PM

Virtual Expo Hall Open

02:00 PM

Developing An Engaged, Productive & Customer-Centric Workforce

Shonna Shearson VP of Contact Center Training, Kern Schools Federal Credit Union

Agent engagement is not just about creating a happy culture. It is not just about recruiting and training the workforce. It is not just about spurring performance improvement. It is about achieving all three aims, ensuring your customer experience team is ready to do what is best for the customer and for the business. This session will explore the dynamics of a great contact center workforce program.

2:30 PM

Desktop Complexity is Killing Customer Service! Empower Your Team to Deliver a Seamless Customer Experience

Wendy Mikkelsen Senior Manager, Product Marketing, Genesys

Is agent desktop complexity killing your customer service? With so many systems and applications, agents are hard pressed to deliver the great experience your customers expect. Training on all those systems is time-consuming, making it difficult to get new agents up-and-running quickly. Join this webinar to hear why bringing systems and applications together into an all-in-one engagement solution boosts agent performance and productivity. We’ll help you identify ways to streamline systems and applications to give your agents a more complete view of the customer.

Thursday, May 11

12:00 PM

Experience As A Differentiator In A Low-Touch World

Jon Smith VP of Customer Service, MailChimp

It is easy to understand how a great conversation can win a customer’s undying loyalty. Can the same be true of a simple, low-touch, technical interaction in a digital or even self-service environment? Our speaker will provide the answer (spoiler alert: it can).

12:30 PM

Elevating Escalation: Turning Heated Interactions Into Big Opportunities

Cheryl China SVP, Group Director – Contact Center Escalation & Specialized Teams, Citizens Bank

Difficult – let alone hostile – customers present your business with the ultimate moment of truth. Your success in not only addressing their issue but diffusing their heightened emotion will greatly determine your ability to maintain the customer’s satisfaction, loyalty and future business. Given these stakes, escalation strategy is a paramount component of performance management. Cheryl China, who leads the escalation team at Citizens Bank, will share her best practices in this exclusive Q&A.

01:00 PM

Virtual Expo Hall Open

01:30 PM

Great Customer Engagement Goes Beyond Great Service

Jason Karaman Marketing Leader, Marriott Vacations Worldwide | Founder, Expert Caller

Since customer service is only one small part of the customer experience, elevating performance will require more than simply optimizing service. This session look at improving the totality of customer engagement, paying specific attention to the sales, marketing and customer retention functions

02:00 PM

Transform Agent Performance with In-Call Remote Coaching Driven by Real-Time Analytics

Bruce Marler VP of Sales Enablement, CaféX

In order for contact centers to increase service levels and reduce costs, agents need immediate support from experts during customer interactions, not after the fact. Through a live demo and presentation, you will learn how to improve key metrics like FCR, AHT and NPS by 10+% through a groundbreaking agent coaching solution that uses real-time data and events to trigger web collaboration sessions between experts and agents while interactions are in progress. This session is relevant for those seeking next-generation training, monitoring, escalation handling and analytics-driven intervention solutions.


You will attend the sessions, meet our partners and gain access to valuable resources in our online conference center.
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.
Yes. the sessions will be recorded and available for free for a limited time.