BT Ireland - Sponsored Breakfast Briefing - A New Normal - Preparing for the Unpredictable
Date: 16/11/2022
Venue: BT Ireland 6th Floor 2, Grand Canal Plaza, Upper Grand Canal Street, Grand Canal Dock, Dublin 4.
The last few years have thrown many curve balls our way. Even the most insightful and agile companies could not have planned for the staffing, supply chain and technical matters that have arisen as a result of some major world events. For this breakfast briefing event hosted by our sponsor BT, we have invited two speakers who will speak from two very different perspectives to talk about what they are doing to keep agent morale up and customers happy during these very turbulent times.
Agenda
- Using your Contact Centre wellbeing strategy to best support your people - Stephanie Gowans HR Wellbeing professional BT UK
- Focussing on the current climate and its challenges, Stephanie will discuss the recent activities BT has undertaken to support the wellbeing of its’ workforce
- New Technology Trends for 2023 – Thomas John, Vice President Partner Manager EMEA Five9
- We will consider how Contact Centre Platform Providers are responding to the challenges their clients are facing in the market
- Thomas will provide a snapshot of the Contact Centre Software market and the current exodus from legacy on-prem solutions to the cloud.
- AI, Gamification and automation all take centre stage driven by hybrid working, call centre agents requirements, unprecedented change in customer expectations, industry and the macro-economic environment.
Speaker Biographies
Stephanie Gowans has worked for BT, PN and EE in Operations and HR since 2010. Part of the winning Wellbeing team at the European Contact Centre and Customer Service Awards 2021, she focuses on Wellbeing for contact centres across the UK whilst working with Retail and wider Corporate teams. She also works closely with BT’s clinical Health and Wellbeing team at a group level to ensure consistency. Stephanie has supported some of the most successful campaigns in BT Consumer history, she focuses on helping colleagues, customers and communities.
Thomas John considered one of the industry’s blue-flame thinkers and digital transformation leaders.
The event will take place from 8.30 a.m. to 10.30 a.m. and include networking and a light breakfast.
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