2016 Theme: Advancing Seamlessness in the Age of Disruption

The rise of Canada’s tech innovators has galvanized your customers’ preferences towards all things fast, seamless, and personal. Driven by Millennials and their love for self-serve options, by 2020, your customers expect to manage 85% of service requests with zero human interaction. When push comes to shove, however, your customers want their voices heard – reinforcing the value of superagents and skilled omnichannel communication as your most trusted weapons. With today’s contact centre at a fork in the road, how will you prepare for disruption?

Only your customers can decide how customer-centric you are. And a sound delivery starts with a lean, mean operational foundation. In its 12th iteration, CCW Canada returns with a focus on future-proofing your contact centre, told from those who’ve set the benchmark. Weaving together discussions on Process Improvement and CX Transformation, elevate your contact centre’s value along every step of your customers’ journey.

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