COVID-19 has changed where we work, how we work, and how we interact with customers – crucially though, it hasn’t changed the need to deliver a high-quality experience.
Without a doubt, these are uncertain times, and this year’s Virtual G-Summit ANZ was the place to clear the path ahead.
During the event, contact centre professionals could network with peers, ask questions, see demos and attend breakouts to gain insights about how you can empower your employees and create better customer experiences.
Richard Kenny, Senior Product Marketing Manager (Contact Centre) gave a presentation on Business as Unusual – A New Role for the Contact Centre.
Below is an outline of Richard’s presentation.
Connect. Engage. Resolve.
During this session you will take a deep dive into the three main ingredients that are essential to delivering customer experiences that exceed expectations. They are:
One: Connect – Maximize Your Cloud Deployment
COVID-19 fast-tracked cloud deployments to keep everyone connected. Now that everyone’s online, budgets are under pressure – how can you get the most from your cloud deployment?
Two: Engage – Make a Real Connection With Customers
Customer experience and customer service are in the spotlight – what are customers looking for and what channels should you be focusing on to engage with them?
Richard Kenny
Three: Resolve – Empower Employees
With employees unable or unwilling to come into the office, what solutions do we employ to keep teams connected both professionally and socially?
Furthermore, how will we ensure they stay with us now that it has been proven that they can work from anywhere?
To catch Richard’s presentation and other event highlights, click here.
Author: Robyn Coppell
Published On: 20th Aug 2020 - Last modified: 17th Jan 2022
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