back to the future of future contact center- keynote speech presentation
DESCRIPTION
Through my presentation, I hope to set the stage to the Future of the contact centre business. So I hope you will join me on a unique journey covering the chronicles of the Contact Centre Present & Past, and then accelerate to get a one on one look at the Future of our industry and the simple but powerful forces that have begun to shape it. Then we will come back to the present and reflect on what we can take back from this trip to the work we do and warp 2.0 into the future with our Brands…TRANSCRIPT
The Journey Ahead…
• Reflection on Industry’s Present-Past
• Isolating Issues - Present day Contact Centers
• The force shaping our industry• Zooming into the bright future• Call to action – A head start
into building the future
Before We start : Housekeeping Let’s get to know our Driver on this trip:
Connected Contact Center Enabler of brand Image + CSAT + Loyalty +
Retention Enterprise Cust. Experience
Enabler of brand success CRM Adoption & Integration
Enabler of Enterprise Cust.profile + Big Data Investment - Contact Center Technology
Enabler of Efficiency & E-Satisfaction Investment - Contact Center QA &
Analytics Enabler of Process Improvement + Consistency
Re-Evaluation of critical KPIs Enabler of Unified Cust. Centric Organization
