Customer Contact Week Orlando 2026
Join us for an interactive workshop on how to transform your service models to effectively leverage AI + Humans
Customer Contact Week brings together CX and contact center leaders to tackle the challenges shaping the industry right now.
This year, one challenge stands out: AI changed the job.
Self-service and automation absorbed the easy calls. What's left? Escalations, edge cases, and emotionally charged conversations that don't fit a script. Your agents now handle complexity all day, every day—and the old playbook wasn't built for that.
We're at CCW Orlando to dig into what comes next.
Join Our Workshop
Redesigning Your Human Workforce Model for the Post-AI Contact Center
Wednesday, Jan. 21 | 1:30 PM ET
Dogwood Room
You added AI. You rolled out self-service. You expected call volume to drop—and it did. But here's what nobody warned you about: the easy calls disappeared, and everything left got harder.
The old playbook assumed high volume and low complexity. Training focused on scripts and handle time. QA rewarded consistency. Staffing models optimized for predictability. That approach doesn't work when your workforce mainly handles exceptions.
In this interactive session, we'll build the new playbook together.
Topics We'll Cover:
- How AI and self-service reshaped your contact mix—and what it means for staffing
- Skills agents need now that they didn't need before
- How to measure success when every call is different
- Support systems that keep agents effective without burning them out
- A framework for building your own post-AI workforce model
Meet the Speakers
Trevor Clark
Trevor is leading the charge to transform contact centers through flexible, on-demand staffing solutions. Previously, he held senior leadership roles at a major telecommunications firm and a high-growth biotech company, successfully managing large-scale operations and strategic initiatives.
Todd Stephens
Todd Stephens is a seasoned operations professional with 28 years of experience in leading roles at top companies, including NationsBenefits and Humana. He has expertise in managing operations and has held positions such as Senior Vice President Operations and Director Of Operations. With extensive experience in the United States, Todd has developed strong skills in operations management, leadership, and team management.
