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Half-Day Workshops

Spend the morning on one of our exciting site tours followed by an afternoon of learning with the best in the contact center industry. Half-day workshops take place on October 25, 2022. Premium Pass required. 

View Passes & Pricing


The Principles of Effective Contact Center Management

Tuesday | 1:00 PM – 3:45 PM
Brad Cleveland

In this step-by-step session, Brad Cleveland, author of the bestseller Contact Center Management on Fast Forward, walks you through the foundational principles that will serve you well throughout your career. Whether you're a new manager looking for a roadmap or a veteran in search of a dependable refresher, this workshop provides the essential knowledge and confidence you need to succeed in today's fast-changing contact center environment.


Driving Meaningful, High-Impact Customer Experiences

Tuesday | 1:00 PM – 3:45 PM
Nate Brown

So much has changed in the work of customer experience. Loyalty is becoming harder to capture, and many organizations are left wondering how to succeed in this new era of the experience economy. It's time to break free of many of the legacy techniques and mentalities that have been holding us back and embrace a bold mission-driven approach to CX.

By galvanizing employees around the brand core, measuring customer behaviors in enhanced ways, and nailing our digital experience, we can still capture the hearts and minds of our customers long-term. This workshop will provide an accelerated overview of modern CX fundamentals, infused with a variety of tips and techniques to overcome hurdles and collect momentum. Learn about:

  • Unifying the organization around the principle of mission-driven CX to bring urgency and meaning to the work
  • Using modern methods to enhance your Voice of Customer engine and understand your customers like never before
  • The true overlap between employee experience and customer experience
  • Leveraging an intelligent change management framework to grow the work of CX over time


The Future of Metrics

Tuesday | 1:00 PM – 3:45 PM
Josh Streets

What does the future of metrics look like for contact centers? In this half-day workshop, you'll learn about the role metrics play in process improvement; what you should be measuring when it comes to quality, efficiency, performance, and strategic impact; how to use metrics to talk about performance and improvement; and, crucially, how new channels are impacting the contact center. The contact center is constantly evolving...and so should the way we track and measure performance!


The Principles of Efficient Workforce Management

Tuesday | 1:00 PM – 3:45 PM
Todd Gladden

This workshop looks at developing foundational knowledge and skills in workforce management (WFM) for contact centers. We’ll take an introductory look at the planning and management process and jump -start your knowledge of forecasting, scheduling, resource staffing, and real-time management. This is a great introduction for those that are moving into the realm of contact center WFM functions, whether you're in a growing center, new to contact centers, or new to WFM. No previous workforce management experience required!