CX Transformation of CMO Stores: The intrinsic link between employee and customer service

In this webinar, we will give you all the insight you need to make your CX transformation work for your contact centre, employees and of course your customers, without sacrificing empathy and efficiency.

As it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the panel, as well as other attendees.

Topics to be discussed
• Growth and organic scaling whilst maintaining efficiency and having agility as a business.
• Scaling down average handling time (AHT) in the call centre whilst making it easier for new agents to handle calls, increasing ROI and maintaining flexibility.
• How implementation is not just a system, it is customer knowledge across a business, giving rich data, helping with R&D.
• The technology considerations that are key to a successful foundation and future considerations in development.

Joe Partridge-Jones
Senior Strategic Solutions Lead,
Genesys

Nick Fisher
Director of Sales & Customer Service,
CMO Group Plc