Throughout August, we will deliver 12 interactive webinars on how to improve customer experience.
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What can Technology do for Your Customer Experience |
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Find out more about the role of technology and IT in driving customer experience and customer engagement. Tuesday 4th August, 14:00 GMT Taking the pain out of ID&V; Reinventing Caller Authentication With Passive Voice Biometrics Richard Bennett, Practice Consultant EMEA Tuesday 11th August, 14:00 GMT Clicking with Customers – Optimising Live Chat and Co-Browse Channels Steven Thurlow, VP and Global Practice Lead, Engagement Management Tuesday 18th August, 14:00 GMT Don't Rip and Replace, Wrap and Renew Rob Ballantyne, Engagement Management Consultant, EMEA Tuesday 25th August, 14:00 GMT Debunking Myths Associated with Cloud Workforce Optimisation Jim Tanner, Vice President, SaaS Business Development |
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Optimising Your Workforce |
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Learn how to drive smarter engagement with customers, enhance employee productivity across the front and back office, and help improve the overall customer experience. Wednesday 5th August, 14:00 GMT Improving your Operational Performance; Breaking Down Silos Michiel Lely, VP Practices EMEA and Robin Grainger, Director, Brands2life Wednesday 12th August, 14:00 GMT Tools and Technologies for Empowered Employees Graeme Gabriel, Strategic Back Office WFO Consultant EMEA and Phil Anderson, Contact Centre Specialist, PPF Wednesday 19th August, 14:00 GMT The Intelligent Enterprise Peter Wilson, Strategic Consultant Customer Analytics, EMEA and Phil Anderson, Contact Centre Specialist, PPF Wednesday 26th August, 14:00 GMT Expanding Beyond Managing People and Processes – Managing the Work Michiel Lely, VP Practices EMEA and Robin Grainger, Director, Brands2life |
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Customer Service Excellence |
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Find out how to offer a consistent customer experience, use the voice of your customer to improve your performance and where to start with setting up your Customer Experience Programme. Thursday 6th August, 14:00 GMT If You Want Loyal Customers, Make it Easy to Complain Rachel Lane, Director of Customer Analytics EMEA and Ann-Marie Stagg, Chief Executive, CCMA Thursday 13th August, 14:00 GMT Listen Up. The Power of Speech Analytics Rachel Lane, Director of Customer Analytics EMEA Thursday 20th August, 14:00 GMT A Fast Track to Customer Journey Mapping Steph Platel, Lead Customer Analytics Consultant, EMEA Thursday 27th August, 14:00 GMT Best Practices for Establishing a Customer Experience Programme Nancy Porte, Global Customer Experience and Anne Marie Forsyth, Chief Executive, CCA |
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