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

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Presented by

Nicola Millard, Principal innovation partner; Karine Palacios, Global product director

About this talk

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

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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.