The Forum | Customer Strategy & Planning Conference 2021

We're proud to be a member of the Forum and a Silver Sponsor of their Customer Strategy & Planning Conference 2021.

In our session, we explored the #1 megatrend in the customer experience industry that nobody is talking about. 

The role of the agent has changed forever. The exponential growth and explosion of automation and self-service technology is helping organisations reach their market in the way their customers want to engage. But what impact is this having on our agents? Without the simple, repetitive tasks that are now handled by self-service applications, agents are dealing with more complex, emotional and urgent interactions than ever before – the average handling time of these interactions are increasing too. Combine this with remote working initiatives imposed by the global pandemic which may be making our agents feel isolated, we have created the perfect storm. A storm where mental health issues are on the rise.

Speaker

James Hughes, Group Head of Solutions, Sabio