How to transform reactionary customer operations into proactive drivers for customer centricity

Learn more and download the CCW market study – Future of the Contact Centre: A Forecast

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CX Network
03/22/2021

call center office

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Customer contact leaders have long hoped to transform infamously reactionary operations into proactive, forward-looking drivers of customer centricity. On the surface, 2020 was not a good year for making that transition. These challenges, which include the emergence of remote working, the rise of digital communication, a surge in contact volume and transformation of customer behaviours and demands, caught many companies off-guard.

With brands struggling to meet core customer and employee needs in the face of such disruption, many contact center leaders adapted and tapped into the benefits of distributed work models, cloud contact center infrastructure, digital engagement and automation.

Customer Contact Week Digital ANZ 2021

Agility has never been as important to contact centers as it has been in the last year. Those businesses with cloud based infrastructure, a remote working framework and automation practices were in a significantly better position to weather than storm of the pandemic than those without.

With this in mind, the 3rd annual CX Network Live: Customer Contact Week ANZ, will be focused on how practitioners can take steps to optimize customer journeys.

Sign up now to uncover expert insights on the application of self-service, omnichannel, chatbots, RPA, cloud technologies and remote work.

 



Access this report for exclusive insights from contact center leaders and an in-depth look at the customer contact industry, how it has been forced to adapt in the wake of the Covid-19 pandemic and its predicted trajectory over the next few years.

Download this CCW market study to attain thought leading insights on:

  • The future of the contact centre
  • Shifts in strategy and tactics from contact centre leadership
  • The impact of Covid-19 on today’s contact centres
  • The challenges that have arisen as a result of remote

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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