CCMA Sponsor Webinar - Poly - What are the best Channels for Customer Service during the Covid-19 Pandemic?

Date: 14/10/2020

Venue: Webinar 2 p.m.

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Digital mediums (including email, social media, chat) are an increasingly popular communication channel for contact centres during the Coronavirus pandemic. Teams were sent home with little warning or time to prepare their Customer Service Representatives (CSRs) for remote working.

According to a recent Nemertes study, 55 percent of self-service instances eventually escalate to voice interactions with CSR's. “As CX becomes more vital to business success, demand will continue to increase for a diverse set of tools that help agents communicate clearly and efficiently,” says Robin Gareiss, president of Nemertes Research.

So, what are the best Channels for Customer Service during covid-19 pandemic? During this discussion Richard Kenny Senior Contact Centre Product Marketing Manager with Poly and Daniela Illuminati Director of Operations and Site Lead TELUS International will share their expertise on the following:

  • Debate the effectiveness of different CX channels through Coronavirus 
  • Hear the first-hand experiences of TELUS International a leading CX company that has gone through this change
  • Discuss key tactics that contact centres are taking to optimise the Channels that they are using

About the Speakers

Richard Kenny  has nearly 20 years’ experience in telecommunications and contact centres. As Senior Contact Centre Product Marketing Manager with Poly, Richard is responsible for building on Poly’s 50-year Heritage of contact centre solutions designed to enhance customer satisfaction. He manages traditional contact centre solutions and emerging solutions in customer experience. Richard’s expertise is in creating a clear vision of how enterprise and consumer change will revolutionise the way companies interact with their customers.

Daniela Illuminati Director of Operations and Site Lead TELUS International Ireland is an  experienced leader  with extensive background  in online operations in the tech industry, having  worked for almost 10 years in  Google Ireland, supporting  the AdWords Sales organisation, by providing customer service, technical support as well as sales consultancy services to both SMBs and global accounts in the Google Adwords and YouTube network.  Her  experience  in the tech  industry continued  then at Facebook Ireland, where she lead  the EMEA Intellectual Property Operations team. At Facebook Daniela built and launched the first global IP Escalation team, tasked to deal with the most complex, sensitive and high-priority IP, defamation and hate speech cases that could have presented a risk for the company from a legal and/or PR point of view. Daniela is extremely passionate about diversity and creating an inclusive culture and work environment.

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