From 12.00pm until 1:00pm
Free Of Charge
CCMA (Call Centre Managers Association)
Contact centres have enjoyed a high profile in 2020 with the wider business truly discovering that they represent the frontline and face of the organisation. As the contact centre has become more prominent, there is an opportunity to better embed the contact centre within an organisation, to take on a more proactive role in providing a better total customer experience.
So how can contact centre leaders build on this position to grow strategic relevance as a pivotal part of the end-to-end customer experience and the organisation’s overall plan to drive both business recovery and growth?
Join this interactive session as we explore with experts and share recommendations – across colleagues, operations and technology – for how the contact centre can be at the heart of the ‘team sport’ of customer service and customer satisfaction.
We will be joined by several high profile industry figures to discuss this topic:
» Charmaine Vallance-Poole, Head of UK and International Customer Experience, Holland and Barrett
» Gerry Brown, The Customer Lifeguard
» Ian Ashby, Principle Strategist EMEA for Customer Service, ServiceNow