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18 & 19 MARCH 2020


Natalie Keightley: Speaking at the Customer and User Experience Expo

Natalie Keightley

Solutions Marketing Director  -  Avaya

From Contact Centre to Experience Centre

In a world where Customer Experience determines the difference between success and failure, the impact on the organisation has been dramatic. None more so than on the contact centre, because in an increasingly online, digital world, the human touch has become even more critical to the customer experience!
But do you really understand the impact this has on your contact centre agents, their skills, their functions, their positions? Do you really appreciate the transformation required to enable them? And have you fully equipped your agents for success?
Join this session to gain insight into the implications for contact centre agents and the technologies that will enable them to deliver the CX your customers expect and deserve.

3 key delegate takeaways from session:
An understanding of the vital role the human agent has in experience delivery within the digital contact centre.
Awareness of the skills needed by the human agent need in the digital contact centre
The technology the human agent needs to deliver optimal customer experiences

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