For years, contact centres have worked in siloes, focused on responding to customer calls in a fast and efficient manner. Those days are long gone! Contact Centres are ready to emerge as the hero of customer experience, embracing a new way of working that goes way beyond transactional activity towards an empowered customer relationship management.
As the industry gears up to take on this new high-status value-driven role within the CX framework, Customer Contact Week 2020 will provide you with the necessary roadmap and tools to adapt your People, Process, Technology and Customer Service Delivery strategy toward this new frontier.
We’ll bring together pioneering organisations to discuss how they are successfully navigating this change and transforming their Contact Centres into a unified CX Hub that will forever change the way customers connect.