BEGIN:VCALENDAR VERSION:2.0 PRODID:-//ChamberMaster//Event Calendar 2.0//EN METHOD:PUBLISH X-PUBLISHED-TTL:P1H REFRESH-INTERVAL:P1H CALSCALE:GREGORIAN BEGIN:VTIMEZONE TZID:America/Chicago BEGIN:DAYLIGHT RRULE:FREQ=YEARLY;BYMONTH=3;BYDAY=2SU DTSTART:20070101T000000 TZOFFSETFROM:-0600 TZOFFSETTO:-0500 TZNAME:Central Daylight Time END:DAYLIGHT BEGIN:STANDARD RRULE:FREQ=YEARLY;BYMONTH=11;BYDAY=1SU DTSTART:20070101T000000 TZOFFSETFROM:-0500 TZOFFSETTO:-0600 TZNAME:Central Standard Time END:STANDARD END:VTIMEZONE BEGIN:VEVENT DTSTART;TZID=America/Chicago:20260618T083000 DTEND;TZID=America/Chicago:20260618T113000 X-MICROSOFT-CDO-ALLDAYEVENT:FALSE SUMMARY:Chicago: Human Intervention in the Age of AI: CPR for Escalated Customer Calls DESCRIPTION:Contact centers are changing fast. AI\, automation\, chatbots\, and self-service tools are now handling easy\, transactional work - which means what reaches live agents is no longer routine.Today's agents are handling what automation cannot:Emotionally charged conversationsCustomers who have already tried multiple channelsSituations where trust has eroded before the call even beginsBy the time a customer reaches a human\, they have often navigated a frustrating gauntlet of menus\, bots\, and handoffs. The result is higher emotional intensity\, higher expectations\, and higher risk. Calls are no longer low-stakes problem-solving moments - they are critical intervention points.This session introduces CPR for de-escalation\, a practical framework from the CARE-CX methodology designed to help agents respond effectively when conversations are tense\, emotional\, or on the verge of escalation.Just like CPR in a medical emergency\, de-escalation requires:Presence under pressureA clear sequence of actionsPractice before the moment mattersParticipants will learn how to stabilize emotionally charged interactions\, reduce conflict\, and guide conversations toward resolution without scripts\, defensiveness\, or burnout.What Participants Will LearnBy the end of this session\, participants will be able to:Understand why escalation risk has increased in AI-enabled contact centersRecognize the early warning signs of emotional escalationApply the CPR de-escalation model to regain control of difficult conversationsUse language that lowers emotional temperature without minimizing the customer's experienceMaintain empathy and authority at the same timeReduce agent stress while improving customer outcomesThis is not a lecture. Participants will actively practice realistic scenarios drawn from modern contact center environments where automation has raised the emotional stakes.Who Should AttendThis session is ideal for:Customer service and contact center agentsTeam leads and supervisorsQuality assurance and training professionalsCustomer experience and operations leadersAnyone who supports agents handling escalated or emotionally complex customer interactionsWhether you are on the front lines or coaching those who are\, this workshop provides tools that are immediately usable in today's high-pressure service environment. X-ALT-DESC;FMTTYPE=text/html:

Contact centers are changing fast. AI\, automation\, chatbots\, and self-service tools are now handling easy\, transactional work - which means what reaches live agents is no longer routine.

Today&rsquo\;s agents are handling what automation cannot:

Emotionally charged conversations
Customers who have already tried multiple channels
Situations where trust has eroded before the call even begins

By the time a customer reaches a human\, they have often navigated a frustrating gauntlet of menus\, bots\, and handoffs. The result is higher emotional intensity\, higher expectations\, and higher risk. Calls are no longer low-stakes problem-solving moments - they are critical intervention points.

This session introduces CPR for de-escalation\, a practical framework from the CARE-CX methodology designed to help agents respond effectively when conversations are tense\, emotional\, or on the verge of escalation.

Just like CPR in a medical emergency\, de-escalation requires:

Presence under pressure
A clear sequence of actions
Practice before the moment matters

Participants will learn how to stabilize emotionally charged interactions\, reduce conflict\, and guide conversations toward resolution without scripts\, defensiveness\, or burnout.

What Participants Will Learn

By the end of this session\, participants will be able to:

Understand why escalation risk has increased in AI-enabled contact centers
Recognize the early warning signs of emotional escalation
Apply the CPR de-escalation model to regain control of difficult conversations
Use language that lowers emotional temperature without minimizing the customer&rsquo\;s experience
Maintain empathy and authority at the same time
Reduce agent stress while improving customer outcomes

This is not a lecture. Participants will actively practice realistic scenarios drawn from modern contact center environments where automation has raised the emotional stakes.

Who Should Attend

This session is ideal for:

Customer service and contact center agents
Team leads and supervisors
Quality assurance and training professionals
Customer experience and operations leaders
Anyone who supports agents handling escalated or emotionally complex customer interactions

Whether you are on the front lines or coaching those who are\, this workshop provides tools that are immediately usable in today&rsquo\;s high-pressure service environment.

LOCATION:7 Oakbrook Ctr Oak Brook IL 60523 UID:e.2582.1360250 SEQUENCE:3 DTSTAMP:20260507T145950Z URL:https://members.mwcca.org/eventcalendar/Details/chicago-human-intervention-in-the-age-of-ai-cpr-for-escalated-customer-calls-1602075?sourceTypeId=Hub END:VEVENT END:VCALENDAR