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.
This panel will look at the journey different organisations have undertaken to adapt and improve their business continuity plan in the wake of shifting disruption.
With the need to consider all forms of disruption moving forward, it will no longer be enough to simply learn from past mistakes. Leaders today need to consider all avenues to ensure future disruption never affects their organisation again.
Learn why business continuity planning will be a critical component for the contact centre, and the learnings these leaders have uncovered over the last 12 months