The contact centre insights and trends series

09 Mar, 15.00–15:30 UK time 

Having your head in the cloud may be a good thing

Speakers:

Laura Trapp, Senior marketing manager, BT
Vijay Venugopalan, Global head of contact centre specialists, BT
Morgan Hallahan, Partner director, BT EMEA at Genesys  
 

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Today, consumers want to communicate with brands like yours through a whole range of digital channels.  Can your on-premise contact centre provide the ‘always-on’, personal service they’re increasingly expecting? 

Will your data be safe and accessible? And will it integrate with your legacy systems? Cloud-based solutions can help. You can be flexible, test and try, go to market at speed and adapt as needed. But there are key considerations when planning a move to the cloud.  

Hear from our experienced team about what to do, and just as importantly what not to do… so that your migration is simple, cost-effective and delivers what you set out to achieve. We can help you navigate through the maze of cloud-based options whether public, private or hybrid.

23 Feb, 15:00–15:30 UK time 

Wanted: human CX experts. Your Bot needs you.

Speakers:

Kate Denison, Head of portfolio and product marketing, BT
Nicola Millard, Principal innovation partner, BT
Riccy Sidoli, General manager, CRM and UC applications, BT
Andrew Small, Digital solutions director, BT  
 

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Today’s new normal will have a significant impact on the adoption of AI within contact centres. Gartner even predicts 69% of routine work currently done by Managers will be fully automated by 2024.

Whilst it’s recognised that AI powered agents can augment the conversation and help you reduce costs, how do you deploy and integrate an AI assistant that your customers and employees will actually want to use?

Watch the replay of our webinar to find out how AI is revamping the contact centre and helping redefine customer experience.

09 Feb, 15:00–15:30 UK time 

The great agent and supervisor skills shift in the virtual contact centre

Speakers:

Nicola Millard, Principal innovation partner, BT
Karine Palacios,  Global product director for cloud contact centres, BT
 

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Coronavirus has significantly disrupted the workplace for your agents and supervisors who need to find new ways of staying connected with their teams. There may be important changes you’ll need to embrace in the new normal. You may want to offer more choice to your agents about where they work. But what will be the impact on the supervisor’s role in a dispersed contact centre workforce?

Watch the replay of our webinar where we  shared best practice ideas on how your supervisors can support remote work, how to foster good remote habits and procedures and how the digital enablement of your teams will help you today and into the future.

28 Jan, 15:00–15:30 UK time 

5 trends dominating the 2021 contact centre

Speakers:

Kate Denison, Head of portfolio and product marketing, BT
Nicola Millard, Principal innovation partner, BT
Jeff Boslem, Regional director, EMEAR cloud and hosted collaboration, Cisco
Andrew Small, Digital solutions director, BT  
 

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Last year, we looked at five trends in customer experience for 2020. Coronavirus has been a huge catalyst for change in the contact centre. But how has the pandemic changed what consumers expect from you and equally, how your agents feel? Are new expectations and behaviours here to stay?

Our research with Cisco shows that the phone is definitely not dead, but what’s surprising is that a huge 85% of consumers now want to use video chat when things go wrong with self-service.

Watch our webinar as we discover the top three trend shifts and what it means for your business.