With the rapid evolution of customer expectations, contact centres are under pressure to create a seamless and efficient omnichannel experience. However, this journey comes with significant challenges: from integrating multiple CRM systems to ensuring agents are equipped and engaged. In this session, we delve into transformative case-study to building an omnichannel environment within its contact centres, exploring both the hurdles and successes.

Key discussion points will include leveraging data-driven technology, such as AI-driven routing, meeting and managing surge and scheduling for efficiency to and prioritise customer needs. We’ll also examine strategies for supporting agent adoption in this shift, addressing change fatigue and boosting agent engagement through technology-assisted customer interactions.

As we begin to see more concrete definitions of what a vulnerable customer is, you’ll discuss strategies to foster connection and maintain high empathy levels in these scenarios.

Join your peers to discuss:

How are you currently defining and expanding the scope of a vulnerable customer?
What preparations are you making to ensure that you’re in line with government regulations?
What role does technology play in these interactions, and how do you ensure appropriate safeguards in place?
How do you fortify your agents to feel confident dealing with vulnerable customers?

In a time where the demands on contact centre teams are ever-increasing, the need to build a culture that prioritises acceptance, excellence, and inclusion is critical to success. In this session, we will examine practical approaches and strategies to cultivate a supportive and sustainable work environment that not only retains talent but also enhances mental health, wellbeing, and a sense of belonging.

We’ll touch on effective recruitment practices that acknowledge the changing nature of contact centre roles, emphasising the value of experience and digital skills over traditional entry-level assumptions. You’ll learn ways to elevate recruitment beyond wage-driven criteria and explore how to identify diverse talent, including untapped sources like hospitality and graduate talent pools. Additionally, we’ll reinforce the impact of DEI principles on workplace culture, examining how inclusive practices and development frameworks can create environments where all voices are valued, and employee contributions drive continuous improvement and lead to higher skills when dealing with customers from diverse backgrounds.

We live in a landscape where CX is pivotal and contact centres play an increasingly essential role as part of customer experience. So the key question you’ll get the answer to in our closing session is: how do you transform contact centres from cost centres to profit centres, and meet the demands of strategic alignment to business to gain executive buy-in?

Listen in as we explore the importance of clear brand differentiation and a well-defined unique selling proposition (USP) within the contact centre and how to ensure executive commitment to the technologies and training that allow contact centres to excel in delighting customers. From there we’ll touch base on how to foster investment in technologies that enable a 360-degree view of the customer, handling vulnerable customer interactions with sensitivity, and integrating the voice of the customer (VoC) as a central driver of CX. By prioritising both customer engagement and employee empowerment, our closing case-study will show how you can redefine your contact centres as vital contributors to growth.