5 trends dominating the 2021 contact centre

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Experts from BT and Cisco

About this talk

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

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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.