5 trends dominating the 2021 contact centre

Presented by

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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We are a leading business connectivity, communications and IT services provider to major multinational corporations in around 180 countries. We own an extensive global voice and data network providing managed services, security and network and IT infrastructure services, enabling customers’ digital transformations.