CCNG July Town Hall Led by Mike Dolloff of Amplix

Build a Smarter, Leaner Contact Center: Lower Costs While Improving Outcomes

Contact centers are under more pressure than ever to cut costs, without cutting corners. Fortunately, cost savings and CX gains don’t have to be mutually exclusive. In this session, we’ll break down where the most meaningful and measurable savings are happening today.

We’ll explore how virtual agents, agent assist, workforce tools, and smart outsourcing strategies are reducing cost-to-serve while improving experience. You’ll leave with actionable insights on how to identify low-disruption savings, justify tech investments with ROI, and build a business case that resonates with leadership.

Key Takeaways:

• Where and how virtual agents and agent assist deliver immediate cost savings
• How to optimize WFO/WFM tools to reduce staffing waste and improve service levels
• When to consider BPO — and how to structure partnerships that drive value
• How to measure and prove ROI to secure CX transformation funding
• The importance of aligning savings initiatives with experience and quality metrics

Why Attend:

If you’re responsible for CX operations, technology strategy, or budget accountability, this session is for you. You’ll hear practical insights and peer-tested strategies for delivering financial value from your contact center, while keeping customers and agents at the center of the experience.

Meet Your Member Facilitator

Mike Dolloff

EVP Account Management

Mike Dolloff has over 15 years in the technology industry working in customer-facing roles. Mike joined Amplix in 2014 (through InflowCX) and leads account management efforts for the organization. His focus is on helping our customers get the best guidance, value, and optimization on their enterprise technologies.