With millions of people working from home as a result of the coronavirus crisis, telecom providers are in even higher demand than ever before. Telcos have had no choice but to shift their entire contact centre workforce to a work-from-home (WFH) model.
Contact centres are a critical front line channel to assist and support customers, especially when immediate answers are needed. Every conversation between agents and customers contains a gold mine of insights, but uncovering the meaningful nuggets of information within thousands, or even millions, of hours of calls, is a massive challenge. To meet this surge in demand Contact Centres have had to accelerate their digital transformation exponentially.
Join Fred Reichheld, Bain Fellow and creator of the NPS system, at Medallia’s invite-only Telco MeetUp to participate in a moderated discussion that will help you reimagine your contact centre strategy and help improve overall customer satisfaction.
Attend this session to: