The Journey To Reposition Live Assistance

Presented by

Oli Freestone, Capita | Ian Curling, Capita | Alan Linter, Capita | Martin Hill-Wilson, Brainfood Consulting

About this talk

Race to Innovation in Customer Experience and the Workplace of the Future Episode 2 Lockdown has caused significant changes in customer behaviour. While voice remained important, especially for vulnerable customers, other ways of engaging customer service grew rapidly. So too did self-service. As a result we are now seeing a significant shift in how the human touch is being used in contact centres. How will this affect the skills and profile of person we will need to employ? Will our metrics need to change? When should we be using live assistance? Or will automation and virtual assistance completely take over in time? Oli Freestone, at the Capita Institute, is joined by industry experts including Martin Hill-Wilson, Emotive CX mentor - Customer Service & AI Engagement Strategist and Owner at Brainfood Consulting and Capita Speakers, Alan Linter, Director of Innovation at Capita and Ian Curling, Operations and Process Improvement Director at Capita Plc. Join us at this session as we explore: - Why human interaction has become so important in the customer experience space over the last year and a half - The rapid growth in digital first agendas. Where does live assistance and the human touch fit into that vision? - How self-service and automation allows live assistance to concentrate on the complex and emotive - The implications of making empathy core to how customer engagement is designed and delivered - How remote working challenged traditional contact centre management style - Contact centres in the hybrid working world Speakers: Oli Freestone, Head of Capita Institute, Capita Martin Hill-Wilson, Emotive CX mentor - Customer Service & AI Engagement Strategist and Owner, Brainfood Consulting Ian Curling, Process Improvement Consultant, Capita Life & Pensions Alan Linter, Innovation Director, Capita

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