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Celebration for Customer Contact Champions

TDS Global Solutions joins the year’s Customer Contact Week (CCW 2019) on June 24-28 at The Mirage in Las Vegas, Nevada to celebrate 20 years of groundbreaking industry growth and innovation for customer contact champions.

CCW, formerly Call Center Week, is the top conference and expo for customer experience, contact center and customer care professionals.

Organizers said the 20th CCW anniversary will henceforth deliver 7 tracks of cutting edge content, 80 interactive discussion groups, and an expo hall with nearly 200 customer-centric solutions provider.

As the conference and expo for the business services industry, CCW will host customer care, CX, and contact center leaders. The conference will also provide a platform for the latest tools and tech to transform CX, including AI and CRM.

KEYNOTE HEADLINERS

According to CCW, Earvin “Magic” Johnson, Chairman and CEO of Magic Johnson Enterprises, will be this year’s celebrity keynote headliner.

Tony Hsieh, CEO of Zappos, will also be headlining the event. Meanwhile, the other headliners include:

  1. Amb. Nancy Brinker, Founder of the Susan G. Komen Foundation;
  2. Troy Stevenson, VP & Global Head of Community Operations for Uber;
  3. Shep Hyken, Amazement Officer for Shepard Presentations;
  4. Sasha Chatani Lucas, Head of Digital for Verizon Fios;
  5. Meghan Borsic, Head of UX Research and Design, Consumer Electronics for Amazon; and
  6. Sundar Chari, Director of Customer Experience for Hertz.

CHAMPIONING CUSTOMER CONTACT

The world of customer contact and CX has never evolved so rapidly since the last two decades. CCW said this involves the switch to digital over traditional channels, as well as AI and automation. Moreover, data analytics is promising or even threatening to overhaul the services industry.

“CCW Vegas 2019 is the ultimate platform for customer contact professionals to learn about the pace of change, discover the emerging technologies set to disrupt the industry, develop future-proof strategies, build valuable relationships with industry peers, and sharpen their skills to drive customer transformation,” CCW said.

Moreover, there will be over 80 Interactive Discussion Groups (IDGs), a “Digital Lounge” and “Brilliance Clinics” for CX consultations.

IDGs will be unique learning formats with 20 attendees per time slot, targeting small group discussions on various customer topics.

Meanwhile, the Digital Lounge will connect attendees with over 150,000 customer contact peers. In addition, participants can tune in to live interviews of leading CCW attendees and top CCW influencers.

Finally, the event will promote the “CCW University” as a special track for learning, development, and career-pathing in the contact center.

TDS Global Solutions will be promoting new Language Skills Assessment Tools, its Executive Search Services, Philippines Support Services, and more. Attendees can look for TDS Global Solutions at Booth 430.

CHANNELS AND METRICS

Earlier in December 2018, TDS already discussed CCW’s contact center channels and metrics survey report for 2019.

The survey expected contact centers to enhance their digital channels, agent tools, coaching strategies, and customer intelligence initiatives.

As almost two-thirds of customer-oriented businesses said customers must have easy access to a skillful agent, almost three in four believe that customer satisfaction should be on the agent quality scorecard.

Among the 2019 priority customer service initiatives is improving digital channel offerings such as chat and mobile.

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About TDS Global Solutions (formerly TeleDevelopment Services Inc.)

TDS has established key partnerships with organizations to serve and stimulate growth in the IT-BPM industry. It has spent decades providing outsourcing solutions, management consulting services, talent assessments, executive recruitment, and vendor selection & management  for crucial departments of call center operations. For more info, please email TDS at marketing@tdsgs.com or dial US number (1-888) 788-4441.

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