CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence. Participants have the opportunity to network; learn from leading academics, practitioners and experts; benefit from onsite visits; and explore challenges and issues with like-minded colleagues.
With more customer journeys now starting in digital channels, agents are increasingly an escalation for failed digital service. We will explore how the channel mix is changing and the impact this is having on the role of assisted support. The sessions will share industry insights and best practice in relation to the changing role of contact centres in the digital age and learn how Convergys is applying its CX2020 Framework to shape the future.
Please contact the event organisers for further information