CXN Live Contact Centres

While remote or hybrid, working practices within contact centres have now become business as usual, many of the challenges posed by the pandemic remain. The preference for digital channels continues to increase, customer demand for complex support remains high and the pressure to reduce costs continue to grow are common examples of this. The event focuses on this in this context, while incorporating discussions on augmented agents, chatbots, digital channels and effective knowledge management. Highlights include:  

• Learn how to reduce the burden of high volume, low value, contacts by providing information through self-service channels 
• Ensure that your contact centre infrastructure is both resilient and scalable to your business requirements 
• Leverage Artificial Intelligence, Robotic Process Automation and Chatbots to improve agent effectiveness 
• Update the customer journey to reflect a digital first environment 
• Omnichannel integration and delivering an experience that is both integrated and channel agnostic   
• CX QA and ensuring that your agents are delivering a consistent level of service and experience 
• Enhancing the effectiveness and staff and management engagement of staff at home and in the office