Enhancing Customer Experience through Omnichannel Integration, Customer Self Service and Employee Engagement
While remote or hybrid working practices within contact centers 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.
In this context, the most successful contact centers will be those who have a small, highly capable team augmented by chatbots, digital channels and effective knowledge management.
With that in mind, CXN LIVE: Contact Centers 2021 will focus on:
Customer self-service: reducing the burden of high volume, low value, contacts by providing information through self-service channels
Cloud Contact Centres: ensuring that your contact center infrastructure is both resilient and scalable to your business requirements
New technology: leveraging Artificial Intelligence, Robotic Process Automation and Chatbots to improve agent effectiveness
Customer journey mapping: updating the customer journey to reflect a digital first environment
Omnichannel integration: delivering an experience that is both integrated and channel agnostic
CX QA: ensuring that your agents are delivering a consistent level of service and experience
Staff engagement and retention: enhancing the effectiveness and engagement of staff at home and in the office
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