Digital Contact Centre

DIGITAL TRANSFORMATION THROUGH CLOUD SEMINAR

Content and Videos

Agenda – Click here to download the presentation

9:30 Welcome and Introduction

09:45 Industry trends – Alexander Michael, Director of Consulting, Frost and Sullivan

  • Concrete outcomes from the digital transformation of the contact centre
  • The evolving role of the human agent
  • The next technology frontier

10:30 IPI Contact Centre Consultancy Approach

  • Contact Centre Assessment Planning – People, Process and Technology
  • Building a Return on Investment business case for Digital Contact Centre transformation

11:00 Break

11:30 Digital Transformation solutions

  • ‘Agent Assisted’ RPA – the gamechanger for Contact Centres
  • Switching to Self-Service to delight customers and Reduce Cost to Serve

12:30 Digital Contact Centre Planning – Julian Bond, CIO at Hillarys Blinds

13:00 Networking Lunch

 

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