Redefining the future of the contact centre from a ‘cost to growth based’ business
Thursday, September 16, 2021, 9-10 a.m. AEST
The impact of COVID on customer behaviour is undeniable and setting new directions on how organisations engage with their customers. In parallel, new work practises such as remote agents and relocation of service centres are some of the dramatic changes taking place across the Australian CC scene. With all these changes taking place, organisations need to redefine how they measure performance both internally and externally.The purpose of this webinar is to hear from Talkdesk and Industry experts on how organisations can uplift their performance by incorporating next generation KPI delivering increased revenues and optimised CSAT results.
What will be covered?
- What are the traditional KPI measurements and how they impact CSAT results.
- Challenges that organisations face today and how next-generation KPI’s will address these challenges.
- Developing a business and technology framework to measure success and change.
- Customer examples of how they have implemented new work practises to achieve the double win of increased revenues and higher CSAT results.