BFS breakfast - Solving the financial services contact centre challenges

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Experts from BT

About this talk

Over the past year, the pace of innovation and transformation has been unprecedented. Now, more than ever, it’s increasingly important to maximise the digital customer experience whilst at the same time avoiding exposure to fraud. We’d like to hear from you on the specific challenges you’re facing and our experts will share what we’re seeing as the best practice solutions in banking and financial services, together with what we’re learning from other sectors. Director of banking and financial services, David Evans, will be joined by digital technologist, Jon Bernstien, together with BT’s experts Dr Millard (leading innovation partner for customer experience and future of work) and Andrew Honan (BT Contact centre technology architect). They will also be joined by a panel of specialists from BT and Nuance. Together the speakers will discuss: - how to optimise your hybrid agent strategy - what innovative solutions is BT creating and how are we evolving our contact centres - the latest innovations in areas such as AI, cost to serve and how to secure that contact centre experience.

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