CX Summit 2022 - We Can Be Heroes! How Can Contact Centres Fulfil Their Potential in 2022?

CX Today's Charlie Mitchell hosts John D'Anna, President at Hammer.

With two years of rushing and adjusting to new working environments, battling recruitment struggles, and IT trauma, many contact centre managers have jumped from one problem to another in a constant state of firefighting.

Yet, as a version of normality starts to return, it is time to set the water cannons aside and start thinking bigger picture. After all, as businesses become more experience-driven, there is significant potential for contact centres to take centre stage and fulfil their potential.

Maybe it is by spreading customer insights across the company, informing digital transformation initiatives, or balancing AI and human support. The opportunities are plentiful, and recent Hammer research shines a light on them. 

In this session, John D’Anna chats to Charlie Mitchell about how the study suggests contact centres can seize these chances, overcome current challenges, and raise their value within the organizations.

Hosted by Charlie Mitchell, Senior Editor at CX Today News - Customer Experience Technology News #cx #cxnews #ccaas

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