Retail masterclass: coping with contact centre demand

Your customers always want a great experience, but in an industry with regular peaks in contact demand – such as Black Friday, Christmas, and busy sales periods – this can be tricky to deliver.

Watch our experts as they discuss how you can ensure a consistently brilliant experience when it matters most. They looked at the challenges customers just like you are facing when it comes to customer contact, and how technology can help you cope with contact centre demand during your busiest times – so you can deliver a first-rate customer experience throughout the year.

Presenters:

• Nicola Millard, Principal Technology Partner, Connected Communication, BT
• Andrew Small, Cloud Collaboration Director, BT
• James Cronk, Managing Director of Retail and Consumer Goods, BT