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Best Practices for Leadership in an Agile Organization

Harmonizing Agile and DevOps: Accelerating Software Delivery in Tech Teams

Mastering Agile Estimation Techniques

Agile 2.0 for AI Innovation: Adapting Frameworks for Rapid Learning and Responsible Delivery

Too many Agile teams still celebrate velocity and task completion without answering the real question: are we creating value that matters? This session will unpack how to shift from measuring activity to measuring true business impact, giving teams clearer alignment, stronger storytelling, and a more strategic view of success.

Special Interest Group, Pilot Session

Supporting a Healthy Work-Life Balance for Associates, Balancing Workload Among Team Members and Customer Self-Service Approaches

Managing Change Initiatives and Communication Practices within the Customer Care Team and with Other Departments

Open Forum Discussion Around Approaches to COVID-Related Issues and Challenges

Open Forum Discussion Around Approaches to COVID-Related Issues and Challenges

Open Forum Discussion Around Approaches to COVID-Related Issues and Challenges

Open Forum Discussion Around Approaches to COVID-Related Issues and Challenges

Open Forum Discussion Around Approaches to COVID-Related Issues and Challenges

Customer Experience Measurement and Actioning: Member Approaches to Collecting, Analyzing, Communicating and Using Customer Feedback

Supporting the Email Channel: Approaches to Challenges Around Workflow, Efficiency, Response Time Management and Quality Monitoring

Fostering Customer Care Employee Engagement in the Wake of COVID-19

Customer Complaint Handling, Analysis and Prevention Practices

Building Blocks of a Successful Work-at-Home Program for Customer Care Organizations

Virtual Training Approaches, Methods and Tools for Customer Care Organizations

Managing Remote Customer Care Team Members