Keep Connected Series Episode 2: Keep Contact Centres Connected

Presented by

Craig Palmer, John Greenwood, Nick Simms and Cary Cusumano.

About this talk

Welcome to ‘Keep Contact Centres Connected’. The ‘Keep Connected’ series was created to help businesses achieve continuity – and even discover better ways of working – in today’s increasingly uncertain landscape. In the second instalment, our panellists will be discussing how to keep contact centres connected and in touch with customers. In light of recent events, contact centres have been facing new pressures and have been all the more crucial to how organisations reach their audience. At the same time, contact centre teams are adapting to working from home and new processes. In this webinar, our online panellists will be talking you through the steps to take when your contact centre is adapting to change. They’ll be discussing fundamental considerations around whether your environment is set up to allow home workers to take payments, as well as practical challenges, for example, if your employees have the right equipment at home to enable them to do their jobs. They’ll also be exploring how to use social channels and automation to improve response times, and looking at the customer experience as a whole. Join us, as our panellists explore the key considerations in keeping contact centres connected in unusual times. Moderator: Craig Palmer – Director of Contact Centre Solutions, Verizon EMEA. Panellists: John Greenwood – Director of Thought Leadership, Compliance3 Limited. Nick Simms – Operational Resilience Director, Cornwood Consulting. Cary Cusumano – Customer Experience Designer, Verizon.

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