Name: Retail masterclass: coping with contact centre demand
Start: 2019-12-03T15:00:00Z
End: 2019-12-03T15:00:28.000Z
Location: BrightTALK
Rating: 0

Customer experience is the benchmark when choosing between brands. It’s no longer about isolated interactions, but rather an end to end journey in which there are multiple interactions. Customer experience matters to consumers, with 56% saying convenience is more important than price. They want better, more personalised and more complete experiences that surprise and delight them. To meet customers’ expectations you need to be ready for every eventuality.

Today, consumers want to communicate with brands like yours through a whole range of digital channels. Can your on-premise contact centre provide the ‘always-on’, personal service they’re increasingly expecting?

Will your data be safe and accessible? And will it integrate with your legacy systems? Cloud-based solutions can help. You can be flexible, test and try, go to market at speed and adapt as needed. But there are key considerations when planning a move to the cloud.  

Hear from our experienced team about what to do, and just as importantly what not to do… so that your migration is simple, cost-effective and delivers what you set out to achieve. We can help you navigate through the maze of cloud-based options whether public, private or hybrid.

Speakers:
Laura Trapp, Senior marketing manager, BT
Vijay Venugopalan, Global head of contact centre specialists, BT
Morgan Hallahan, Partner director, BT EMEA at Genesys

Having your head in the cloud may be a good thing

Today’s new normal will have a significant impact on the adoption of AI within contact centres. Gartner even predicts 69% of routine work currently done by Managers will be fully automated by 2024.

Whilst it’s recognised that AI powered agents can augment the conversation and help you reduce costs, how do you deploy and integrate an AI assistant that your customers and employees will actually want to use? Find out how AI is revamping the contact centre and helping redefine customer experience.

Speakers:
Kate Denison, Head of portfolio and product marketing, BT
Andrew Small, Digital solutions director, BT
Nicola Millard, Principal innovation partner, BT 
Riccy Sidoli, General manager, CRM and UC applications, BT

Wanted: human CX experts. Your Bot needs you.

Coronavirus has significantly disrupted the workplace for your agents and supervisors who need to find new ways of staying connected with their teams. There may be important changes you’ll need to embrace in the new normal. You may want to offer more choice to your agents about where they work. But what will be the impact on the supervisor’s role in a dispersed contact centre workforce?

Join us as we share best practice ideas on how your supervisors can support remote work, how to foster good remote habits and procedures and how the digital enablement of your teams will help you today and into the future.

Speakers:
Nicola Millard, Principal innovation partner, BT
Karine Palacios, Global product director for cloud contact centres, BT

The great agent and supervisor skills shift in the virtual contact centre

Last year, we looked at five trends in customer experience for 2020. Coronavirus has been a huge catalyst for change in the contact centre. But how has the pandemic changed what consumers expect from you and equally, how your agents feel?  Are new expectations and behaviours here to stay?

Our research with Cisco shows that the phone is definitely not dead, but what’s surprising is that a huge 85% of consumers now want to use video chat when things go wrong with self-service.
Join us as we discover the top three trend shifts and what it means for your business.

Speakers:
Kate Denison, Head of portfolio and product marketing, BT
Andrew Small, Digital solutions director, BT
Nicola Millard, Principal innovation partner, BT
Jeff Boslem, Regional director, EMEAR Cloud and hosted collaboration, Cisco

5 trends dominating the 2021 contact centre

"The phone is dead”. “Millennials never use the phone”. “The future is automation”. Is this fact or fiction?

As new contact channels emerge and the capabilities of AI continue to grow, businesses need to decide where to take their contact centre. But which channels and technologies are worth investing in? How do customers really want to communicate with you?

We have been tracking consumer contact preferences for ten years now, and our experts are ready to share their insight. Watch the webinar to find out what the trends mean for your business as we explore five key questions:

- Is it the end of the road for person-to-person voice calls?
- Is messaging mania here to stay?
- Do video and social media for contact have a future?
- How can businesses build trust and security around identification, verification and payments?
- What AI-powered technologies are customers ready to accept?

Speakers:
Dr Nicola Millard, Head of customer insight and futures, BT
Kate Denison, Head of portfolio marketing and partners, BT
Andrew Small, Digital Solutions Director, BT

5 Trends in Customer Experience for 2020

Your customers always want a great experience, but in an industry with expected peaks in contact demand – like Christmas holidays or busy sales periods – as well as unexpected ones – such as a volcanic eruption at a holiday destination – this can be tricky to deliver.

Watch our experts as they discuss how you can ensure a consistently brilliant experience when it matters most. They looked at the challenges customers just like you are facing when it comes to customer contact, and how technology can help you cope with contact centre demand during your busiest times – so you can deliver a first-rate customer experience throughout the year.

Travel & logistics masterclass: coping with contact centre demand

The world of communication is evolving at an exponential speed, and with that, demands of your customers are also increasing rapidly. They now expect to be able to engage with you over multiple channels, using whatever devices they choose, from wherever they happen to be – at home, at work or on the move. Heavy and continuous investments are needed to remain up to date with evolving technologies, and this might prevent you from providing the experience that you want to provide to your customers. This video features Cloud and Customer experience experts who answer major queries around how you can effectively manage your costs as well as your customer experience objectives, like: 

- Why is transformation important to achieve your vision for customer experience?
- How can you reduce your costs of adopting and implementing technologies?
- How can you optimise usage of your customer engagement channels?
- How can you convert your static cost model into pay-per-use model?

Transforming your customer experience

You’re tasked with achieving two key goals that are often at odds with each other. You recognise the importance of transforming your customer experience and having the best contact centre systems in place. But at the same time, you’re under pressure to keep costs under control. Accomplishing just one can occupy all your attention—how do you manage both?

The right technology is important, but the way in which you deploy it will make or break your success. You need to know the pitfalls to avoid, and you need to know the return on investment (ROI), how long it will take to recoup, and what the real total cost of ownership is. 

Join our experts as they discuss how you can de-risk your customer experience transformation by:
1.Managing the migration and transformation without impacting your customer and agent experience
2.Creating a compelling business case for cloud

Speakers:
- Richard Atherton, Head of product management, Cloud Contact
- David Ilett, Head of customer contact consulting
- Karine Palacios, Head of global product management – Cloud Contact next generation

Expert Panel: Taking the risk out of your customer experience transformation

We know your customers expect more from you than ever. And when they have got a problem or a question, there are many ways they want to get in touch with you. To stay ahead, you need to meet their expectations and deliver effortless service across every channel. But without the right technology, that can be tricky. And a poor customer experience can have a big impact on your reputation. So what if we could make it easier for your people and for your customers?

Global contact centre solutions from BT

The biggest challenge for both consumer and B2B companies is to create that single, simple, seamless experience across all channels. The right technology is important, but reducing effort for all involved is the real key. This means unifying multiple contact centre systems and channels and aligning business needs and technologies. Only then can you truly understand customer behaviour and give agents the information they need to do the job. That way you reduce frustration for both, minimise the effort needed to achieve objectives and provide a better experience at a lower cost.  

Join us live from the studio to hear how we can help you minimise customer effort and transform customer experience to differentiate your brand.

Expert panel: Three technologies to minimise customer effort

Our latest research reveals a major shift in how consumers want to communicate. Whether it’s contact by phone, email, internet self-service, web chat, social media, chatbot or video, our study shows how ‘type’ based messaging channels sit alongside the traditional ‘talk’ channels of phone and face-to-face, rather than replace them.

Join Nicola Millard, BT Head of Customer Insight and Futures, as she explores the research and what you need to be doing to ensure you’re designing and delivering the omni-channel experience your customers expect.

Chat, tap, talk: how messaging is transforming the digital customer experience.

Even though most customers aren’t familiar with the word ‘omni-channel’, they are well-versed in what it means — moving seamlessly between digital and physical channels. And, according to Dr. Nicola Millard’s latest research, that’s exactly the kind of customer experience they’re looking for. 

Find out more: https://www.globalservices.bt.com/uk/en/point-of-view/omnichannel-swap-shop

Customers are Omni-Channel - Even if They Don’t Realise It

To stay ahead of the competition, retailers need to improve the customer experience. In this video, Dr. Nicola Millard reveals why personalisation is key.

Find out more: https://www.globalservices.bt.com/uk/en/point-of-view/omnichannel-swap-shop

Why the Retail Sector Needs to Tailor the Customer Experience

Watch how virtualization of Etihad Airways global contact centres is helping set highest quality customer service standards, deliver quantified business results and drive the airline’s future success.

Etihad Airways Guests Welcomed Everywhere with BT Cisco Virtual Contact Centre

Your customers always want a great experience, but in an industry with regular peaks in contact demand – such as Black Friday, Christmas, and busy sales periods – this can be tricky to deliver.

Hear our experts as they discuss how you can ensure a consistently brilliant experience when it matters most. They looked at the challenges customers just like you are facing when it comes to customer contact, and how technology can help you cope with contact centre demand during your busiest times – so you can deliver a first-rate customer experience throughout the year.

Retail masterclass: coping with contact centre demand

cloud

cloud contact centre

Contact Center

Contact centre demand

Contact demand

Black Friday

Customer Advocacy

Customer experience

Retail

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