Thursday, March 26th, 8.00am – 10.00am
The Queen of Hearts Room, Office Space in Town, London, SE1 8HP
What leads to employee disengagement in the workplace? And how can you empower your employees to deliver exceptional customer service?
Societal shifts are forcing a change in how contact centre managers handle their workforce. Emphasis on optimisation — improving the operational performance of customer service staff — persists. But a shift of focus to employee engagement is essential to ensure employee loyalty and elevated customer experiences.
According to Gartner, 86% of businesses already consider employee engagement to be of equal or higher importance to CX versus other factors. Yet 85% of employees worldwide are not engaged at work (Gallup).
Developing a highly engaged workforce requires a commitment to providing a great employee experience. Fortunately for today’s CX and contact centre leaders, a number of innovative technologies are well-positioned to contribute to a better employee experience in the contact centre of the future.
Join us for this expert roundtable on March 26th where Carolyn Blunt from Ember Group will discuss how you can put in place actionable strategies to drive employee engagement and why this is the key to driving better experiences for your customers.
08.00am – 08.30am – Registration & Breakfast
08.30am – 09.30am – Roundtable Discussion: Don’t Neglect the Humans: Why Employee Engagement is the Key to Customer Engagement, Carolyn Blunt, Director, Ember Grou
09.30am – 10.00am: Employee Engagement: The Secret Ingredient Your CX is Missing, Garry Ovenell, Head of Solution Consulting, Talkdesk & Steve Mamelok, Director, Unifi
Spaces are limited so reserve your spot today.
Speaker: Carolyn Blunt has worked in HR and L&D for both large and small employers before becoming an in-house Training Consultant at Fujitsu Services in the Service Desk division. In 2003 Carolyn set up Real Results Training Consultancy and remained very much in the world of Service Desks, Contact Centres and Customer Services, working with clients such as United Utilities, Bupa, Serco and the Co-operative Insurance designing both front line and leadership programmes and huge culture change programmes. In 2016 Real Results merged with Ember. We now work across all types of Customer Journeys and complement the projects delivered by the rest of the Ember.
In partnership with: