Aligning EX & CX in 2023: closing the contact centre performance gap

With increasing customer expectations and the need to continually develop an agile, engaged, connected and responsive workforce, it has never been more vital for contact centre leaders to explore more effective models to align EX with CX to improve the outcomes of their business in 2023.

Contact centres in particular – by virtue of their scale and headcount – find themselves under increased pressure to find efficiencies via digital deflection strategies to cope with increasing levels of contact and reduce costs-to-serve whilst maintaining – or even improving – critical KPIs, CSAT and ESAT levels.

With a specific focus on exploring how employee-centric AI from Elephants Don’t Forget is supporting Echo Managed Services and Danske Bank to overcome common challenges associated with these key areas, join us for this unmissable free 60-minute webinar as Danielle Sheppard – Service Improvement Manager at Echo Managed Services – and Jonathan Crory – IT & Operations Consultant at Danske Bank – join CEO, Adrian Harvey, to discuss:

• Why it is critical for contact centre leaders to enhance their training methodologies in 2023 to improve engagement and frontline competence.
• Why the default ‘sheep dip’ approach to training agents is a performance blocker for contact centres and manifests increased operational risk, employee errors, training disengagement and attrition.
• How you can quantify individual agent in-role competence, improve performance and ESAT in the flow of work with – with no disruption to BAU – and positively enhance your CX strategy.
• How adopting a continual assessment and improvement methodology is enabling contact centres to target the drivers of poor performing KPIs and significantly and sustainably improve them.

For more details visit www.elephantsdontforget.com

Any queries? Email info@ccnni.com