As the mass global experiment of hybrid-working progresses we learn more year-on-year. Nicola Millard, once described as “Human Caffeine”, is a social scientist and futurologist working within BT’s innovation team focusing on the study of contact centers. In her most recent work, she has been carrying out a longitudinal study into the effects of hybrid-working on contact centers and agent behavior.

Nicola joins us to discuss her findings on:

• Orienting contact centers & agents towards the future through empowerment with new technology
• Measuring the effects of hybrid-working on manager, team leader, and agent behavior
• The cultural challenges of hybrid-working
• Challenges in training and maintaining best practice
• The outlook for the future of the contact center

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Most contact centers try valiantly to understand their customers' voices. Surveys, anecdotes and reports only tell a part of the story. Only analytics and a little bit of elbow grease will really give the whole picture. Learn how organizations have unlocked insights that marketing departments, sales departments, and leaders only dreamed of seeing in the past by using intelligent analytics tools.  Questions like, "How many calls yesterday mentioned my competitors, and what was the revenue we lost?" are easier than ever to answer.

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The way consumers interact with brands has changed dramatically in recent years. With the proliferation of digital channels, consumers are now more informed and empowered than ever before. They have come to expect hyper-personalized experiences that are relevant, engaging, and convenient. This presents a challenge for brands, who must now rethink, redefine, and reinvent their customer experience strategies to meet the ever-changing expectations of today's consumers, especially millennials and Gen Z.

The Power of 3 is a new way to deliver omni-channel customer experience, with cloud contact centers and content operations and meet the everchanging needs and expectations of the end customer. During this webinar, we'll be discussing how to use the Power 3 (Content Driven + Cloud Driven + Maven Driven) to:

• Rethink content operations and drive new revenue
• Redefine hyper-personalized experiences for Gen Z and millennials
• Reinvent your approach to maximize omni-channel services backed by Cloud CCaaS (Cloud- Contact Center as a Service)

This webinar will give you the nippers, hammers, and screwdrivers you need to take your business places in 2022! 

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