Driven by the unpredictable social, political and regulatory climate, contact centres are currently facing complex, varied and unprecedented challenges. The financial climate is forcing the need for efficiencies, however the shift in ways of working, along with the level of choice and power that customers and employees have, also means that creating the right customer and employee experiences are vital in order to succeed. So what can be done to address these challenges, and what learnings can be taken from industry experts to ensure your contact centre is set up for success?
In April 2023, PEN is hosting a Contact Centre CX Forum – a peer-to-peer event that will provide a confidential space for contact centre professionals and operational heads to come together to discuss the biggest challenges Contact Centres are facing - specifically around driving efficiencies whilst maintaining the desired customer and employee experience, and learn what others are doing to address these issues.
As well as peer-to-peer discussions, the forum will feature a keynote talk from Simon Harrow, COO of insurance company iGO4, who will share stories on using automation to drive efficiencies and improvement to customer experiences while using data intelligently to make decisions.
So whether you’re looking to drive efficiencies through automation, better utilise data to inform decision-making, or enhance your customer and employee experience, this CX forum will offer you the opportunity to meet and network with like-minded professionals, and we’d love you to be there.
If you’d like to join us, register your interest now.