On Demand: Why the Cloud-Driven Contact Centre is More Than Technology in 2021

 

Topics covered include:

The emerging critical role of the contact centre in the digital era

The new age of agent empowerment and management

The role of data-rich insights to power the customer experience

Responding to the events of 2020, contact centres rapidly transitioned to the cloud and remote working. Following these investments, 2021 will be the year that organisations reimagine the customer and agent experience to build a more sustainable, long term strategy and thrive.

During this webinar, we will explore and discuss a renewed set of best practices that technology and customer experience leaders will find invaluable to maximise their cloud investment.

Top 3 reasons to watch:

  • Gain a better understanding of the current state of the contact centre market

  • Access to a redefined set of best practices for running a contact centre effectively and efficiently in 2021 with the help of cloud technology.

  • Hear from 8x8 clients around their contact centre strategy and vision, as well as how they plan to navigate it this year, from both an IT and customer experience viewpoint.

Hosted by Chris Marron, Director of Market Intelligence at 8x8, he is joined by Alison Hughes, Assistant Director of ICT, Liverpool City Council and Laura Stenhouse, Telephony Manager at Age Scotland, for an in-depth discussion that will help you set the stage for innovation.

Chris Marron, Director of Market Intelligence, 8x8

Chris Marron, Director of Market Intelligence, 8x8

A leading customer experience expert and speaker, Chris has held a broad portfolio of roles in a variety of countries and cultures. His experience includes time spent both as an industry analyst as well as within the industry and he leverages this to deliver a fresh perspective on key trends and developments.

Alison Hughes, Assistance ICT Director, Liverpool County CouncilAlison Hughes, Assistance ICT Director, Liverpool County Council

Alison was appointed Assistant Director for ICT, Digital and Customer for Liverpool City Council in January 2020, having worked in the public sector for 37 years, previously holding posts in Liverpool, St Helens and Wigan/ Bolton Councils prior to this.

Alison is a Vice President of SOCITM and has chosen Modernising ICT Service Delivery as her theme, because she is believes that there is so much opportunity to innovate in this area and leverage new technology.

Laura Stenhouse, Telephony Manager, Age ScotlandLaura Stenhouse, Telephony Manager, Age Scotland

Laura is passionate about making a difference through providing an excellent customer experience every time.  With over 20 years of contact centre management experience, Laura’s recent success story was leading Age Scotland COVID-19 response in 2020, implementing a cloud solution to mobilise the workforce, to continue supporting Scotland’s older people that were disproportionality affected by the pandemic.  In her spare time, she enjoys horse riding and the outdoors.