This panel will deep-dive into how contact centre and user experience teams can work closely together to shape their digital customer journey, and where specific pain points still exist across customer touchpoints.
Learn the value of sophisticated journey mapping and the importance of having a clearly visible and realistic strategy for your contact centre operations.
In a remote working environment, being able to train and upskill your people needs to be done through a structured yet agile approach.
This session will look at the different scripts and methods contact centre leaders can employ to train and upskill their remote workforce. It
is here we will delve into the different personality and learning traits of agents. Each personality type will need a different approach to become the future omni agent who can do it all.