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Empowering Customer Engagement: Highlights from Call & Contact Center Expo 2024

We are thrilled to share the enriching experiences and insights from the recent Call & Contact Center Expo U.S. 2024, a premier event dedicated to revolutionizing customer engagement and business intelligence. Alfred Bantug and Mike McCoy, Co-Founders of eXPerience Plus, were in attendance. Held on April 24-25, 2024, this expo served as a dynamic platform for companies, organizations, and professionals within the customer engagement, IT, and telecommunications industries to converge and explore cutting-edge solutions shaping the future of customer interactions.


Key Insights:


Embracing Technology and Automation

The integration of technology and automation remains a dominant trend, with companies actively seeking innovative solutions to enhance customer service.


The Co-Sourcing Versus Outsourcing Debate

Hire an outside contractor or organization to complete specific accounting tasks. Or split the difference, with internal staff working with an external organization to complete tasks.


AI and Software Innovations at the Forefront

The pivotal role of AI and software innovations, including tools like Chat GPT, in refining the call center experience. 


A Strategic Approach to Wages and Labor

The expo underscored the importance of a relevant wage strategy for retaining top talent. Recognizing top performers with appropriate compensation is crucial for maintaining a workforce that can positively impact the CX industry.


Beyond Bots: AI’s Expansive Role

Embedding AI across the customer journey can lead to transformative outcomes.


The Call & Contact Center Expo has once again proven to be an invaluable platform for professionals to gain insights and share knowledge. As the industry continues to evolve, these takeaways will undoubtedly play a pivotal role in shaping the future of customer care and contact centers. Connect with eXPerience Plus for expert guidance tailored to your business needs. Elevate your customer experience today!



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