CCMA Sponsor Webinar - Avaya - Life & Work Beyond 2020: The Change Makers

Date: 02/06/2021

Venue: Webinar 2 p.m.

View webinar recording here

Avaya’s new study of over 10,000 consumers, conducted independently by Davies Hickman Partners,  examines how attitudes and feelings toward home and work life have changed over the last year. The survey uncovers a significant happiness gap, with only 27% of respondents saying they were happier in 2020 and 43% saying they were less happy. The survey also reveals that organizations have the power to increase well-being, with 56% saying hybrid work has the potential to improve their well-being and 79% saying that when engaging with an organization’s contact center, they expect agents to do everything possible to make them happy.

Marcus Hickman Director Davies Hickman Partners will present the results of the research and focus on the implications for customer service going forward. Marcus leads a customer insight and data agency that creates global insights about technology, customer experience and business success.  His knowledge of digital consumers is based on talking to, surveying and observing customers in a wide range of research projects. This gives him a great insight into the latest consumer trends and opportunities for business. Davies Hickman Partners’ research has been presented at conferences, workshops and online on many occasions by clients who have used its customer insight and data. He has completed a number of studies on the contact centre industry.  Prior to setting up Davies Hickman in 2007 he was managing director of The Henley Centre, part of WPP. Marcus is originally from Canberra, Australia.  

This webinar will commence at 2 p.m. and finish no later than 2.45 p.m.

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