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Change is the only Constant in the Contact Centre

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The pandemic has accelerated digital transformation by up to seven years according to a Mckinsey & Company report. Businesses have had to adapt rapidly to continue delivering an excellent customer and agent experience.

We’ll talk about:
  • How demand from customers is changing and contact centre leaders need to reimagine customer service today for whatever tomorrow brings
  • How the agent experience rapidly changed with new remote and hybrid working environments and how we need to empower agents to deliver exceptional CX
  • How to evolve your contact centre with the flexibility and agility you need to deliver the best service experiences



Tara Aldridge

Vonage Senior Manager, Service Delivery

While others take pride in meeting all standards set before them, my passion is for delivering service that goes beyond organizational expectations, creating a win-win scenario for everyone involved!

Engage-Speaker-Nicholas Brice

Nicholas Brice

Engage Business Media Guest Editor

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