Organisations are under increased pressure to satisfy customer demands for multi-channel service (i.e. via phone, email, web chat, AI and social media channels). However no customer contact centre has a bottomless pit of money.
At this digital CX session you’ll have the opportunity to discuss key technology challenges with fellow practitioners, and learn how others have developed practical solutions for achieving success.
The event features a talk from Redrow Homes, winner of the 2019 UKCCF Award for Best Social Customer Service Team, about how it has transformed its customer service operations using social tools and taken steps to embed feedback from social media throughout its organisation.
You can also discuss some of the industry’s hottest topics, including how to:
Integrate digital channels
Use Digital Transformation to improve employee engagement
Identify and manage ‘customer emotion’
Create a single view of the customer
Skill employees to become ‘Superagents’ capable of managing both written and spoken contacts
Identify the role of live agents versus self-service & AI
09.00 – 09.30: Coffee & Registration
09.30 – 09.40: Introductions
09.40 – 10.15: Case study: Redrow Homes
10.15 – 10.45: Roundtable discussion
10.45 – 11.00 – Coffee break
11.00 – 12.15 – Roundtable discussion
12.15 – Buffet lunch
If you would like any further information regarding this event, please contact Michael Gray on +44 (0)20 8224 2315 or email: firstname.lastname@example.org.