In this video Steve Carson, Director of Retail and Customer Operations at Home Retail Group discusses his key findings from the study visit to Silicon Valley.
Steve also comments on how Consumer Technology Trends are impacting Home Retail Group as well as his highlights from the Facebook and Avaya sessions.
- Your relationship with Sabio
- Main take-away from the CIO study visit
- Benefits from the trip
- Highlights from Facebook and Avaya sessions
- Key findings and how you will apply them to your organisation
- Future proofing your organisation
Video: Impact of Consumer Technology Trends on the Contact Centre – BGL Group
Jayne Lansdell, Associate Director at BGL Group discusses how Consumer Technology Trends are impacting The BGL Group
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Video: Addison Lee – The Heart of Customer Feedback
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Video: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
Video: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
White Paper: The guide to improving your contact centre Net Promoter Score
Research showed us that top performing companies with the highest NPS scores all understand the links between Operational, employee and customer insight.