Belinda Louizou

Head of Contact Centres 86 400

25 FEBRUARY 2021: HYBRID DAY 3

Thursday, February 25th, 2021

1:50 PM Building Your Super Channel: Scaling One Channel Well, Not All Channels Average

Customer feedback and expectations change regularly, and with these changes so too should the contact centre.

This session will bust the myth on omni channel, delving into why integrating all channels into the contact centre may not be for every customer. Learn the importance of fine tuning and perfecting the channels your customers really use, and disregarding those that only cause unnecessary complaints.

  • Driving a deeper focus on specific media channels to know where to invest in future operations
  • Reimaging your customer interactions and fine tuning key channels to drive stronger customer experiences
  • Positioning your organisation to become better equipped to implement change as quickly as your customers