From Call Centre to Digital Contact Centre: Building your Digital Transformation Strategy

A truly digital contact centre redefines the customer experience from start to finish. It’s not just about having the right channels available for customers to use, but integrating technology across the business to provide full customer context with each interaction and leveraging customer data to provide proactive service. This on-demand session discusses, with practical examples, how digital transformation can breathe a new lease of life into your contact centre, including:

  • How to integrate the human touch with digital experiences
  • Driving customer satisfaction through digital transformation
  • Managing channel volume and staffing for new roll-outs
  • Identifying which tools and channels can assist with your digital transformation

Meet the Speaker

Jean-Marc Provost
Senior Practice Lead, Digital Strategy and CX Transformation, APAC
Genesys

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