Knowledge - Insights: Webinars
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The CX trends that will define 2021
What should you expect in 2021? Following the release of the CX Mandate- where Freshworks conducted a survey of 1,500 customer service leaders to identify key themes that
02nd February 2021
12:00
Adrian Swinscoe, Jo Causon, Simon Johnson, Steve Hurst
Available on demand
12:00
Adrian Swinscoe, Jo Causon, Simon Johnson, Steve Hurst
Available on demand
musicMagpie case study: The chatbot requirement tipping point – when is it time to automate?
The promise of chatbots for customer service has been hyped for many years. A steady presence on the Gartner hype cycle which peaked in 2020, 2021 will see chatbots move into
28th January 2021
12:00
Jonathan Beirne, Kelly Davey, Steve Hurst
Available on demand
12:00
Jonathan Beirne, Kelly Davey, Steve Hurst
Available on demand
Social Media Management: How to do more with less in 2021
As we begin 2021 and plan for the year ahead, many organisations are faced with the prospect of ambitious targets but dwindling resources, in other words they’re tasked with
23rd February 2021
12:00
Becky Brynolf, Laura Smith, Steve Hurst
Available on demand
12:00
Becky Brynolf, Laura Smith, Steve Hurst
Available on demand
Understanding What Your Agents are Thinking – Agent Index Report
Creating a workplace environment that supports agents' needs and desires can help your contact centre reduce high turnover rates, while at the same time setting agents up for
17th November 2020
15:00
Bob Moore, Steve Hurst
Available on demand
15:00
Bob Moore, Steve Hurst
Available on demand
The Influence of Mobile Communication on Today’s Omnichannel Customer Experience
Creating a more connected customer journey is the goal of every brand. Capturing and keeping customer attention is difficult with so many distractions vying for our time. How
20th October 2020
12:00
Mike Blanchard, Lorraine Twigg, Steve Hurst
Available on demand
12:00
Mike Blanchard, Lorraine Twigg, Steve Hurst
Available on demand
How to look for AI Use Cases in your business
The research findings published by Gartner, Forrester, and other leading consulting houses, continues to validate the increasing value of data. Our world is changing.
30th September 2020
12:00
Michal Zgrzywa, Peter Karsten, Steve Hurst
Available on demand
12:00
Michal Zgrzywa, Peter Karsten, Steve Hurst
Available on demand
The multiple use cases for AI in the changed world of remote working. How contact centres are being reinvented.
Anticipating mixed location workforces, a digital first agenda and reprioritised customers expectations, contact centres continue to evolve during the current period of rapid
16th September 2020
12:00
Lyndon Myall, Martin Hill-Wilson, Steve Hurst
Available on demand
12:00
Lyndon Myall, Martin Hill-Wilson, Steve Hurst
Available on demand
Hybrid Homeworking: Making it work for your contact centre
In this webinar, you will hear from you will hear from one of the UK’s leading financial service providers about how they have embraced homeworking during a 4 year journey.
10th September 2020
12:00
Mark Walton, Steve Hurst
Available on demand
12:00
Mark Walton, Steve Hurst
Available on demand
Missguided case study: Empowering fashionistas to self-serve with a Virtual Assistant
Leading fashion retailer, Missguided introduced its virtual assistant in 2018 to make the user experience more intuitive and reduce the amount of contacts in their contact
22nd September 2020
12:00
Scott Barker, Steve Hurst
Available on demand
12:00
Scott Barker, Steve Hurst
Available on demand
Digital-first: Why early adopters will thrive in the current climate
Many of us have become accustomed to working remotely and travelling less over the past few months, but as the UK starts to open up, we take a look at some of the lessons
29th September 2020
12:00
Steven Hughes, Dave Sayers, Jack Fox, Steve Hurst
Available on demand
12:00
Steven Hughes, Dave Sayers, Jack Fox, Steve Hurst
Available on demand
Mobile-First Customer Care: Many Channels, One Device
Customers have a mobile-first mindset. They expect to be able to use their smartphones to access all channels: voice, chat, video, among others. And they expect contact centres
02nd September 2020
14:00
Natalie Calvert, Gregg Widdowson, Steve Hurst
Available on demand
14:00
Natalie Calvert, Gregg Widdowson, Steve Hurst
Available on demand
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