Is Your Contact Center Actually Delivering Value?
April 23 at 3:30pm ET. Hosted by Deepak Selvaratnam, feat. Lisa Diehl, Brian Jeppesen, Matt Woody, and Jason Mercer-Pottinger. Register here.
Is Your Contact Center Actually Delivering Value?
Across industries, executives are asking a hard question - one that goes well beyond cost containment or efficiency metrics:
Is our contact center earning its place as a strategic asset - or being managed as a cost center?
As customer expectations rise and scrutiny from boards, regulators, and senior leadership intensifies, contact centers are under pressure to prove their strategic relevance - not just their operational performance.
In this facilitated panel discussion, four senior CX leaders will engage in an open, executive-level conversation about what “value” really looks like in today’s contact center.
Together, we will examine:
- How leaders define and defend value beyond traditional KPIs
- Where common assumptions and reporting fall short
- How peer organizations are balancing cost, experience, risk, and trust
- What these realities signal about leadership effectiveness and influence
This is not a presentation. It is a candid exchange among experienced leaders, with active discussion and Q&A throughout. Expect thoughtful debate, practical insight, and an opportunity to pressure-test your own perspective alongside peers facing the same scrutiny.
If you are being asked to justify investment, demonstrate impact, or elevate the role of CX within your organization, this conversation is one you cannot afford to miss.