Emily Bayford

Contact Centre Channel Manager Australian Super

24 FEBRUARY 2021: HYBRID DAY 2

Wednesday, February 24th, 2021

3:30 PM Tech Hacks: Doing More with Less for Contact Centres on a Budget

Did you know that for the majority of contact centre leaders, they only understand up to 70% of the technology they purchase?

Incredible innovations have become prominent in the field today – however for a majority of organisations, the technologies the contact centre employs must be based upon their customer’s expectations and requirements.

This panel will discuss how they choose to invest in technology today, and the incredible discoveries they’ve found in working with current technology providers to understand the full capabilities of their systems.

  • Doing more with less: Discussing the ways IVR and speech analytics, when done right, can drive better CX and divert calls
  • Driving closer relationships with IT to enable digital operations
  • Delving into new technologies and ways of working: what to ask from your solution provider so you your system’s full capabilities

Panelists: