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.

This trend towards a smaller, more agile and more capable contact center is only set to intensify over the next few years as businesses look to strike the right balance between customer experience and keeping their cost base down.

With that in mind, the 3^rd annual CX Network Live: Customer Contact Week ANZ, will be focused on how to optimize your customer journeys through:

• Self Service: understanding how to use digital channels, portals and frequently asked questions to reduce service volumes and deliver an enhance customer experience
• Omnichannel: Creating a seamless experience across all communication channels
• Chatbots: integrating chatbots into your service arsenal to improve response speeds, provide 24/7 service and reduce the cost to serve
• RPA: utilizing automation to reduce the burden of low value transactional tasks for your staff
• Cloud: leveraging the cloud to improve business continuity and agility
• Remote work: Tips and tools for managing a remote workforce