Customer Contact Week Digital ANZ 2021
25 - 27 May, 2021
| Free Online Event |AEST
Anna Stokes is Director – Global Product Management at Enghouse Interactive, managing of one of Enghouse’s eight contact centre portfolios. Previous to COVID, Anna travelled extensively in ANZ and Asia, Europe, UK and the Americas visiting customers and channel partners and learning how different organisations manage the challenges of CX delivery across the globe. With over 15 years in the telecommunications industry, managing contact centres, implementing product developments and creating innovation in contact centre and mobile environments, Anna loves the challenge of meeting new industry needs with innovative technology and bringing this to the global contact centre market.
Day Two - 26 May 2021
12:30 PM Applying Global CX Tech Trends for a Gold Standard Contact Centre
By the end of 2020 the ‘Gold-Standard’ contact centre looked markedly different to the one we all knew just 12 months earlier, before COVID-19. From the start of the pandemic, contact centres were facing a completely new set of challenges as customers started to grow a whole new set of expectations!
To the industry’s credit, Customer Experience technology adoption raced ahead to meet the needs of this rapidly evolving world, transforming customer service across the globe as more and more industries adapted to compete and survive.
In this session, we take a closer look at the global CX technology trends that have emerged and contributed to a new best-practice customer service, including:
- Adopting a virtual contact centre model and a work-from-anywhere policy for agents
- Integrating UC with the contact centre to foster collaboration
- Embracing AI to improve both customer and agent experience
- Accurately capturing the voice of the customer (VoC) for 100% reliable insights into the customer experience
- Introducing video into customer interactions
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