What's new in CX and EX

A- CCW Vegas Recap

Check out this review by Natalie Roth - Link to the post

Here's a taste of what we learned (full, unedited version available on request, drop your favorite emoji in the comments and we will send you a message! )

B- Article

The 2024 Guide to Contact Center Capacity Planning: Benefits and Implementation

Maintaining an effective call center requires proper planning. Explore the benefits of capacity planning and how to properly implement it in your contact center.

One of the many elements that make up contact center operations is contact center capacity planning. Also known as strategic workforce planning or resource planning, this process helps determine and allocate the resources needed for a contact center to run efficiently. Effective capacity planning in contact centers helps give agents the right amount of work without burnout, assists with meeting service level agreements (SLAs), and, at the end of the day, results in a great customer experience. Poor planning can lead to burnout, confusion, frustration, angry clients, and a subpar customer experience.??

Effective capacity planning is possible in any contact center—this article will discuss the recipe for success.??

for the full article

C - Video Interview

Lessons for Learning Leaders: Product Innovation at Centrical

What does a VP of Product do? What is the impact on learning leaders? How do companies think about integrating AI into their core product? What are customers saying and thinking about in terms of AI and it’s use in their organizations? Karl Kapp sits down with Linat Polak Mart , VP of Product at Centrical to learn the answers to these questions. Check this link.

#ccwvegas #employeeexperience #gamification