Head Customer Experience & Operations – Global Service Delivery
Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
This case study will look at the key ways your business can improve customer advocacy and loyalty. With customer experience and insights remaining the overarching vision for the company, it is here you will learn how to future proof your customer journey and contact centre.
And, in turn, drive profit.
- Future proofing your customer strategy while reducing operational costs through effective process improvement capabilities
- Understanding the new techniques to improving customer insights: Identifying the opportunities to improve the overall contact centre performance and delivery strategy
- Maintaining effective governance of the contact centre costs, ensuring staff incentives are in line with new reward policies