From Disruption to Transformation
True Omnichannel - Meeting Customer Expectations
2020 will rightly be known for many things, and the strategic importance of contact centres will certainly be among them! Providing a real time window into the nation’s wants, worries and expectations, the contact centre has pivoted from cost centre to operational powerhouse.
In this last in the series of highly anticipated webinars, Andy Tucker, Customer Success Manager at Cirrus, explains how contact centres are adapting to shifts in customer behaviour and delivering some exceptional benefits:
- Digital channels at the right time, for the right customers
- Strategies for prioritising high value and vulnerable callers
- Joining up front and back office to enhance first call resolution
- How to use your data to manage demand and meet SLAs
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About the presenter:
Andrew Tucker has been helping organisations make the right choices for their contact centres for over 20 years.
Drawing on his extensive experience evaluating, purchasing and managing contact centres across a variety of industries, Andy is perfectly placed to deliver guidance on customer and digital strategies.
As Success Manager at Cirrus, Andy is a valued and trusted advisor on all aspects of our client’s contact centre ecosystem, from regulation and performance to technology and transformation. Whether the requirement is for a simple voice deployment or full omnichannel capability with conversational AI, Andy’s approach is business goal driven which ensures maximum impact and guides future contact centre strategy