What do you need to support your contact centre colleagues and your customers? We’ve been conducting interviews and focus groups with contact centre management to find out – and the answers have been surprising.
Contact centres have changed a lot in the last 12 months. Some say the industry has leapt forward. But change is not easy and there are barriers to overcome. With the support of RingCentral, we interviewed contact centre managers to find out what the barriers to change are and how a contact centre can overcome them.
The findings are eye-opening and will help contact centre leaders better understand what is happening on the ground and will give you insights to help you deliver your change programmes.
Stephen Yap, our Research Director, will lead the conversation and cover themes including:
- Impact of more complex customer queries
- The nature of relationships in a remote working model
- The importance of communication during uncertainty and sensitivity
- The problem with legacy thinking, processes and technology
- Culture in the contact centre
Book your place(s)
Where and when?
Date: Thu 25 Mar 2021
Time: 12:00 pm - 1:00 pm
Who is it for?
Heads of Contact Centres. Directors responsible for contact centres and those with strategic responsibility for contact centres.
Why should you go?
Hear the latest research from contact centre colleagues on the challenges of implementing change in the contact centre
How much is it?
Free to attend