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Webinars

Change is the only Constant in the Contact Centre

The pandemic has accelerated digital transformation by up to seven years according to a Mckinsey & Company report. Businesses have had to adapt rapidly to continue

06th July 2021
12:00
Tara Aldridge, Nicholas Brice
Available on demand
Webinars

How can AI enhance your customer experience?

As we inch out of lockdown, organisations in every sector are faced with the challenge of predicting what the workplace of the future will look like. How soon can staff return

20th July 2021
12:00
Tim North, Thomas John, Dr. Damian Copeland, Greg Callanan, Nicholas Brice
Available on demand
Webinars

Post-pandemic customer retention insights: Keeping the customers you’ve acquired

With the rapid growth in online retail caused by the pandemic, all retailers face a common struggle: making sure that customers choose you and continue to choose you now that

22nd June 2021
12:00
Paul Barnes
Available on demand
Webinars

Going digital-first: The key to providing consistent and fast service

According to McKinsey research, more than 60% of consumers across the UK, EU, US, and APAC are trying new brands due to economic pressures, store closings, and changing

27th May 2021
12:00
Phil Tyler, Martin Hill-Wilson, Simon Johnson, Nicholas Brice
Available on demand
Webinars

A Hybrid Hub and Spoke Model or 100% Work-From-Home?

In this webinar, CX advisor Peter Ryan will be joined by work-from-home (WFH) specialists Sensée to discuss the merits and pitfalls of various hybrid home/office options for

19th May 2021
12:00
Peter Ryan, Mark Walton, Rob Smale, Nicholas Brice
Available on demand
Webinars

5 reasons to add video to your strategy

Don't miss your chance to discover why video is at the heart of all modern content strategies. A dynamic, modern, engaging but also a human media, videos are now produced in

06th May 2021
12:00
Jimmy Moe, Steve Hurst
Available on demand
Webinars

Remote brand management: Britvic share how to holistically approach brand advocacy and engagement from home

Even before the impact of the global pandemic, remote working was becoming an ever more popular choice for employers and employees alike - with technology enabling many more

18th May 2021
12:00
Siobhan Cater, Hardeep Johal, Nicholas Brice
Available on demand
Webinars

How JustPark, Solvemate and Zendesk Created an Award-winning Customer Experience

Like many businesses focused on CX, JustPark was looking for a way to solve most customer service department’s main dilemma: How to reduce the wait time for customers while

27th April 2021
12:00
Gabor Gyenes, Kelly Davey, Steve Hurst
Available on demand
Webinars

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
Webinars

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
Webinars

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
Webinars

Optimising Communications in Work-From-Home Environments

As every contact centre manager knows, optimising operations to deliver quality customer at an acceptable price is far from easy. Everything from employee engagement

08th December 2020
12:00
Steve Hurst
Available on demand
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