2 & 14 JULY 2020 Digital Focus Group: Transforming customer engagement to meet post-crisis expectations Date: 2nd & 14th July • Time: 3PM-4PM BST What are the impacts on customer engagement post COVID-19 and how will businesses need to adapt to address this? As customer engagement departments welcome agents back to the office, businesses are facing new challenges. The quick-fix solutions adopted by some organisations filled a short-term need to take operations remote, but business continuity demands more reliable options are put in place for the long-term. Working from home – or indeed from anywhere – will become an essential part of work. The adoption of cloud services will be a crucial enabler for organisations to make that happen.
Customers have an increased demand for engagement. Providing a better and more flexible approach to customer experience will become a key differentiator for organisations. Meanwhile, budgets are being squeezed, which in turn affects the customer engagement operation. How can businesses continue effective customer engagement without overspending? How will this impact agents working from home? It’s time to replace temporary measures with effective and flexible customer engagement solutions.
Contact centres aren’t known for their remote capability. Employee experience will become more important as businesses learn how to engage and enable staff to deliver top-class customer service while working remotely.
Join RingCentral and a group of IT thought leaders for a virtual discussion on customer engagement strategies and how to successfully ensure operational comeback. How can digital tools and cloud platforms help to prepare your business for the future of CX?
2ND JULY 2020 CLICK TO REGISTER NOW
14TH JULY 2020 CLICK TO REGISTER NOW
2 & 14 JULY 2020 Digital Focus Group: Transforming customer engagement to meet post-crisis expectations Date: 2nd & 14th July • Time: 3PM-4PM BST
Discussion topics
Focus areas
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How much has coronavirus impacted your customers and their requirements? What you should consider when setting up a revised long-term customer engagement strategy and how important will the “agent working from home” situation be in this strategy? What would a redefined contact centre operation look like and which options could make a difference to the customer satisfaction as well to the employee experience? What does a successful work at home agent model look like? The best way to react to increased customer demand for digital engagement What omnichannel really means and how it contributes to customer experience How to maintain an effective customer engagement operation within operational budgets
2ND JULY 2020 CLICK TO REGISTER NOW
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How has the customer expectation changed since the coronavirus? Future-proofing customer service through strategy, technology and policy Increasing business productivity through cloud solutions and remote working Making customer engagement effortless by adding communication channels Maintaining customer engagement targets with restricted budgets
14TH JULY 2020 CLICK TO REGISTER NOW
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