Sponsored by

Presented by:

John Duffy

John Duffy

VoiceSage Account Consultant Click to
Matthew Weil

Matthew Weil

VoiceSage Head of Product Click to
Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
02nd February 2017

DATE: 2 February 

The challenges facing contact centres are substantial. Trying to predict and respond to inbound customer contact while maintaining cost efficiencies and customer satisfaction is a significant challenge. And with Digital Transformation driving a shift in consumer behaviour away from “traditional” channels such as email and phone, this webinar will focus on what some of the top brands in the market are doing in response.

We’ll share top tips from brands including Argos, Capita and Vanquis Bank and we’ll hear about Elmbridge Council and its award-winning ‘Brilliant Customer Service Every Time (BSET) programme, a proactive customer engagement approach that is making a huge difference to its citizens and its contact centre KPIs.

You can expect to hear:

  • Why traditional channels are breaking down
  • What KPIs are changing
  • What are the new alternative channels and how do they change the KPI paradigm?
  • Top transformational tips from top brands such as Argos, Vanquis Bank and BrightHouse
  • Case study – Elmbridge Council – ‘Brilliant Customer Service Every Time’
  • Summary
  • Q&A


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