Go digital! Engagement strategies for contact centres
With Martin Hill-Wilson (Brainfood) & Emma Samuel (NewVoiceMedia)
Digital is a word that is hard to escape. It is used to describe how customers and organisations are changing. New behaviour is evolving, as is the race to meet the expectations and sustain a competitive advantage.
Being mobile, being social, using data to engage in real time or just finding the next opportunity, being digital is constantly reshaping our business.
Contact centres have a foot in both the old world and the new. How to rebuild competencies and value and being able to respond to what matters right now are the most important issues for today's contact centre leadership.
This webinar explores the challenges and benchmarks that you need to consider to stay ahead of the digital curve and become a pace setter for the rest of your business.
We will be exploring:
- What going digital really means
- How consumers behave digitally
- The most common gaps in omni-channel capability right now
- Strategies for staying ahead
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