The world of customer service is rapidly changing – technological, social and economic drivers are converging to challenge the traditional model of running contact centres. Jo Upward will explore some of those disrupters and proffer some suggestions on how organisations can respond to get ahead of the game.
This presentation considers the many technological changes that have had an impact on contact centres over the past few years. From the growth of multi-channel customer access to big data and analytics. It looks at how artificial intelligence and the internet of things will fundamentally shift the nature of service calls and how technological changes will also drive the wellbeing experience of contact staff.
Jo will explore how social changes will drive changes in contact centre design and operation and at how social networking brings an ever-increasing expectation of personalisation and real-time responses. The discussion will look at the influences of economic and commercial factors and at how customer service is no longer an operation issue but rather a part of the marketing mix.
Finally, Jo will look at the design revolution that needs to take place in contact centres and at what these new environments might look like.
Jo Upward is Managing Director at Platform, an experiential design company. Platform work with customers to get to the heart of their customers through engaging digital, environmental and strategic communications and experiences. Leading the way in innovation since 1992, their clients include some of the best known brands globally including Vodafone, Accenture, Rolls Royce, BT, Tag Heuer and Sky.