CCW Nashville | October 2025
THE CCW EXECUTIVE CERTIFICATE SERIES
Leading With Humanity: Strategies For The Next-Generation Contact Center
The CCW Executive Certificate Series is a full-day intensive that will equip emerging customer contact leaders with the tools they need to successfully navigate AI transformation & adoption, shifting metrics & KPIs, and setting agents up for success. Powered by CCW Digital, the curriculum combines academic grounding with real-world application to enhance and enrich the work of strategic leaders honing their skills in the contact center space.
View the agenda for this dynamic and interactive program below.
Wednesday, October 22 | Omni Nashville
Demystifying CX AI: What Will Really Transform, and What Will That Mean For Your Center?
AI may dominate the conversation in customer contact, but most leaders still struggle to see real results. This seminar cuts through the hype, showing you why AI has missed the mark and how to harness it to transform customer journeys, empower employees, and build a next-generation contact center.
Redefining the Agent Role: New Skills, Metrics, Objectives For The “Consultative Employee”
By 2030, most agents will handle only complex, consultative issues, but few are ready for the shift. This session delivers a practical toolkit to build the skills, coaching, and metrics needed to transform today’s agents into tomorrow’s emotionally intelligent, customer-centric problem solvers.
The Tough Conversation: Keys To Engaging & Motivating Employees in the Age of AI
As AI transforms the contact center, agents worry about job security and rising complexity without fair reward. This closing session brings the day’s insights together, showing you how to build trust, reimagine culture, and create an environment where employees feel supported and empowered through change.