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Webinar

WEBINAR: Case Study – Remote working and your Contact Centre Operations

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By Diabolocom

The onset of national lockdowns’ in 2020 means that organisations with contact centre operations had to respond and adapt to the previously unchartered territory of an almost wholly remote workforce. Business continuity plans were dusted off the shelf and new ways of working had to be established over-night. Most organisations already had some capability to enable a remote workforce, but never on a scale as large as this and never in such a disruptive way to contact operations.

In a recent live survey from Diabolocom, when asked almost 80% of Contact Centre professionals responded that their organisations planned to increase the remote working capability in 2021, indicating that the trend is likely to continue for the foreseeable future.

In this webinar, held in association with UKCCF, BBGR Customer Service Manager, Alex Carr shares his experience of enabling his contact centre operations to be remote working based. Highlighting the challenges, successes and considerations for planning as 2021 approaches Alex will share his experiences of 2020.

Diabolocom’s UK business lead Mervyn Nichols will also share learnings from 2020, how Diabolocom has supported BBGR in maintaining its excellent customer service, as well as highlighting services and offerings that Contact Centre operations leads should consider for 2021. Mervyn will also share the preliminary insights and results from our live survey, hosting a live Q&A session with Alex and Mervyn, sharing future planning considerations for those in the contact centre industry with remote agents.

Join us 8th December| 12:30pm

Can’t make the live session? The webinar is being recorded, register your details to be sent the replay link shortly after the live session ends. Be sure to invite any colleagues who would also benefit from this presentation.

Please note: For the best webinar experience, we recommend using Google Chrome to access our platform. Internet Explorer is no longer supported and will not work.

WEBINAR: Fast Track Your 2021 CX Service Strategy

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Extraordinary times demand original responses. To help you prepare for the next phase of customer service evolution and deliver outstanding CX throughout 2021, Puzzel and customer strategy expert, Martin Hill-Wilson have developed Being Ready, a handy planning framework for contact centre leaders.

Join Puzzel’s webinar tomorrow to learn more about the framework and receive your free e-book and templates.

When: Tomorrow, November 25 at 14:00 GMT

Where: Online

Secure your place now: https://bit.ly/33aBpzU

WEBINAR REWIND: 3-Step Guide To Scaling Your Business Using AI

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Don’t worry if you missed KantanMT’s recent webinar giving insight into scaling your business using AI – You can now re-watch the entire session online!

One of the most significant challenges, faced by the contact centres industry is on-boarding new territories and customers. Many contact centre managers will way say it takes too long, it’s expensive, and complex. And if the on-boarding process includes a multi-lingual dimension, then hiring agents with product expertise coupled with language skills can be a nightmare. Combined with increased costs associated with multilingual agent resourcing and rostering, it’s no wonder contact centre managers view it as a significant challenge in scaling their business!

Many contact centre managers are looking towards AI as a solution to help them rapidly scale their business and on-board new clients. This is especially prevalent in the context of providing multi-lingual support and services. These progressive contact centres are shifting the hiring focus away from languages with an emphasis on agent product/service knowledge and expertise.

In the webinar Jim Nolan, AI Evangelist, presents a 3-Step Guide to how AI is used by 1,500 agents at Keywords Studios, for the Gaming and Entertainment industry, delivering support in 12 European and Asian languages. The presentation explores how KantanSkynet is used to remove the language barrier, shifting the hiring focus away from language skills and driving the rapid on-boarding of new territories and clients.

Click here to re-watch the webinar.

If you require additional information, please contact Jimn@kantanmt.com.

WEBINAR REWIND: The role people, platforms & partners play in your future operating model

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If you missed last week’s Ember webinar don’t worry – You can now rewatch the entire session online!

The economic outlook will test organisations like never before. With consumer confidence and spending devastated and constraints on our way of life likely to continue for a considerable period, the challenges are clear. Against this gloomy economic backdrop, many organisations are fighting for survival and need to adapt rapidly.

To meet the challenge organisations need to look differently at their operating model to build in greater flexibility and resilience whilst optimising costs without creating new risks or having a detrimental impact on the customer experience. Cost-cutting shouldn’t mean service compromise.

In this one hour webinar you’ll learn from Ember, Airbnb and npower, with their partner Arise, across the following topics:

  • Why legacy operating models are failing customers, are no longer cost effective and lack the flexibility and resilience to support changing business needs
  • How to think differently about the role of people, platforms, smart technology and partners as well as shape an optimised operating model that’s fit for the future
  • Examples of innovations being used to power and optimise more agile operating models
  • How great brands like Airbnb, npower and others are challenging themselves to think differently to adapt and evolve
  • How you can take the first steps to optimise your operating model using Ember’s proven framework

To watch, simply click the link or press play below:

WEBINAR: Adapting to the changing business environment; the role people, platforms & partners play in your future operating model

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Thursday, July 23rd 2020

2.00 pm (BST) / 9.00 am (EDT)

Register Here

The economic outlook will test organisations like never before. With consumer confidence and spending devastated and constraints on our way of life likely to continue for a considerable period, the challenges are clear. Against this gloomy economic backdrop, many organisations are fighting for survival and need to adapt rapidly. To meet the challenge organisations need to look differently at their operating model to build in greater flexibility and resilience whilst optimising costs without creating new risks or having a detrimental impact on the customer experience. Cost-cutting shouldn’t mean service compromise.

What the challenges have brought into sharp focus is that legacy operating models have become inadequate. Too often customers are pushed into silos that fail them. Operations – whether inhouse or with partners – are often considered entirely separate from digital and the journeys that customers follow suffer from a fragmented and inadequate approach to how technology supports these.

When this is combined with old-school views of what “can work” the reality is that organisations waste money and compound negative experiences for their customers and their people, which is not sustainable as the real impact of change approaches. How to deliver an optimised operating model for a very different future needs fresh thinking about how people work, how this is supported by platforms, and what the role of partners is to deliver this. With remote working widely deployed to deal with the Covid-19 lockdown and people turning away from commuting and fixed working hours, there is compelling evidence that the customer experience can be improved through using more engaged agents, often brand advocates, who choose their own schedules using technology platforms to provide customer support on an on-demand basis.

This webinar addresses this critical subject and how people, platforms and partners play a key role in this. In the session you’ll hear Ember’s view of how to think differently and from Airbnb and npower, with their partner Arise, and others on how they are evolving their thinking and operating model to support customers.

Join us at this free-to-attend webinar to learn:

  • Why legacy operating models are failing customers, are no longer cost effective and lack the flexibility and resilience to support changing business needs
  • How to think differently about the role of people, platforms, smart technology and partners as well as shape an optimised operating model that’s fit for the future
  • Examples of innovations being used to power and optimise more agile operating models
  • How great brands like Airbnb, npower and others are challenging themselves to think differently to adapt and evolve
  • How you can take the first steps to optimise your operating model using Ember’s proven framework

Join Ember’s live webinar session in partnership with Arise at 2.00 pm (BST) / 9.00 am (EDT) on Thursday 23rd  July and hear from the industry experts from Ember with guest panellists from Airbnb, npower, Arise and others by registering today.

REGISTER HERE: https://attendee.gotowebinar.com/register/9141093789784237323?source=mycust+newsletter

WEBINAR REWIND: How Leading Organisations are Embracing the GigCX Revolution

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Don’t worry if you missed last week’s fantastic Ember Group webinar ‘Leading Organisations are Embracing the GigCX Revolution – Learn Why and How’ – You can now watch it again in full.

Seasonal peak demands and disruptions such as COVID-19 pandemic has further exposed the vulnerability of the traditional contact-centres with their business model being significantly limited in its ability to respond effectively to such challenges.

GigCX offers a strong business case: not only with respect to business risk mitigation but also with the potential it offers for delivering new, innovative service models that derive the maximum benefits from a distributed workforce.

During the webinar, Ember’s industry-experienced specialists were joined by guest panellists as they explored the rising adoption of GigCX and address some of the critical questions facing the market today:

  • What is GigCX
  • What are the benefits of introducing GigCX as a solution to your operating model?
  • How can GigCX support long-term economic sustainability?
  • What is the process of removing barriers within your organisation to introduce GigCX?

Watch the full recording below:

WEBINAR: Leading Organisations are Embracing the GigCX Revolution – Learn Why and How

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Thursday 25th June 2.00 pm (BST) / 9.00 am (EDT)

Bricks and Mortar contact-centre operations continue to face challenges on multiple fronts:

  • Increasing cost of people
  • High levels of attrition
  • Staff absence
  • Limited agility to respond
  • Rapid adoption and acceptance of virtual working

Seasonal peak demands and disruptions such as COVID-19 pandemic has further exposed the vulnerability of the traditional contact-centres with their business model being significantly limited in its ability to respond effectively to such challenges.

GigCX offers a strong business case: not only with respect to business risk mitigation but also with the potential it offers for delivering new, innovative service models that derive the maximum benefits from a distributed workforce.

During this free-to-attend webinar, Ember’s industry-experienced specialists will be joined by guest panellists as they explore the rising adoption of GigCX and address some of the critical questions facing the market today:

  • What is GigCX
  • What are the benefits of introducing GigCX as a solution to your operating model?
  • How can GigCX support long-term economic sustainability?
  • What is the process of removing barriers within your organisation to introduce GigCX?

This 50-minute webinar will be taking place on Thursday 25th June at 2.00 pm (BST) / 9.00 am (EDT) and to register please click here.

Introducing the presenters:

Mike Havard
Group Director
Ember Group

Simon Dillsworth
Managing Director
Ember Group

 

WEBINAR REWIND: Is the omni-channel communication contact centre fiction or reality?

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Don’t worry if you missed Sparkcentral’s final Digital Masterclass webinar – you can now re-watch the session about omni-channel communication in your Contact Center online.

Curious if an omni-channel unified communications Contact Center Team is fiction or reality? Or wondering what strategy to use in for your own Customer Care Team?

Re-watch this last Masterclass and find out! Sparkcentral’s experts will walk you through challenges and solutions, plus get you inspired by best practices and use cases.

Do you still have questions or need more details? Don’t hesitate to contact Sparkcentral directly.

WEBINAR REWIND: How Different is Contact Centre Reporting for Asynchronous Teams vs Synchronous Teams?

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The latest instalment of Sparkcentral’s Digital Masterclass 2020 webinar series looked at how different contact centre reporting is between asynchronous and synchronous teams.

The webinar featured expert guidance and opinion from:

  • Lenne Hendrickx, Senior Data Engineer at Sparkcentral
  • Göran van Hese, SVP Product at Sparkcentral
  • Allyson Boudousquie, Vice President Digital Markets & Product Strategy at Concentrix

But if you missed it, don’t worry! You can watch the entire video of the webinar again here and below and download the presentation here.

And don’t forget to sign up to the final webinar in the series here.

 

WEBINAR REWIND: How & Why Leading Organisations Are Accelerating Their Automation Plans

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Last week the experts at Ember Group hosted an essential webinar exploring how the COVID-19 crisis is challenging businesses like never before, as some fight for survival and all need to focus on how to adapt to new competitive forces and very different consumer needs and demands.

In these unprecedented times the need to digitise your business and optimise your operating model is being driven by intelligent automation that combines AI, Virtual Workers or Bots, Analytics, APPS and Digital Touch Points, ensuing a more effective business processes without creating silos of cost that are unsustainable.

During the webinar, we were joined by guest panellists Edward Colver MBE, NHS Digital and Sergio Martin, Global Customer Support, IKEA Retail (Ingka Group) as we engaged in an in-depth discussion on the many ways that intelligent automation has supported organisations especially since the outbreak of COVID-19.

We heard insights from both organisations on how they implemented automation while minimising threats.

To re-watch the webinar, simply view it below or click here.

Webinar: Leading Organisations Are Accelerating Their Automation Plans – Learn Why and How from Ember Marketing on Vimeo.

If you’ve got any questions about the content presented, or you’d like to talk further about how Ember can support your CX operations, please send an email to info@embergroup.co.uk.

www.embergroup.co.uk

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