Customer Contact Week: What Happens in Vegas - Becomes a Blog

CCW is the world’s largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018 we introduced our new look as Customer Contact Week. 

This year’s event took place from June 20-23 at Caesars Forum in Las Vegas. Despite the temptation of sun and pools, we had incredible trade show hours full of current and prospective customers dropping in to say ‘Hiya’ to us all weekend! Across the incredible number of conversations that were had, there were some clear trends:

• Agent experience is key. With an exceptional rise in call center volume during the pandemic, engagement numbers increased dramatically, and unfortunately, so did the number of less than pleasant conversations.
  • Your agent’s experience directly impacts customer satisfaction, which in turn affects the quality of the customer support they are able to provide. 
• A hot topic of conversation was embedding AI into process workflows. With the strong preference for contact through the voice channel, it is crucial that your network is protected.
  • Using a powerful adaptive AI can keep your security up to date as spam trends change.

According to our 2022 State of the Call report, the most agreed-upon method of providing your agents the best chance of positive interaction is branding your calls. A recipient knowing who you are, why you’re calling, and that the information is reliable (reputation is everything) is many times more likely to answer the phone; prepare your customer for a knowledgeable and positive interaction.

We were so thrilled to attend CCW Vegas this year! If there is one thing we love at Hiya, it’s having the opportunity to interact with - and learn from - the leaders and pioneers in our industry