Retail masterclass: coping with contact centre demand

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Presented by

Dr Nicola Millard, Head of customer insight and futures, Andrew Small, and James Cronk

About this talk

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.

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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.