Virtual Roundtable: Managing Contact Centres in the New World of Hybrid Work
Date: 25th May
Time: 2-3pm GMT
Both the world, customer and employee expectations have changed at a speed not seen before. In this session we will explore how customer experience professionals can future proof the Contact Centre to deliver the CX your customers expect alongside increasing expectations from employees. Ensuring flexibility, scalability and engaging with your customers in an ever increasing list of channels will become table stakes alongside offering the ability for your staff to work home. Technology will play an important role in enabling you to adapt and change as needed.
In this 60 minute roundtable we will discuss:
– What is the CX environment we have ended up with?
– What are the consequences?
– How greater emphasis on using data effectively will continue to be the standard