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Co-hosted third-party webinar

Stories from the ‘front line’ – Facing unforeseen challenges in the contact centre

On-Demand Webinar

We’re all adapting to the COVID-19 pandemic and the ‘new normal’ way of living and working.

Join this panel discussion to hear the experiences of contact centre leaders from Greater Bank, Sunsuper and Deakin University, including the challenges they have faced over the past few months, their highs and lows and learnings.

There’s been a lot of talk about best practice and “How-To” during this period, but this is a chance to hear from real companies about what they did and didn’t do, and how that affected them and their businesses.

Topics to be covered in this experience-sharing session include:

  • Putting BCP into action – what worked and what didn’t?
  • The changing needs of the contact centre workforce
  • Dealing with rapid changes in customer demand
  • Technology successes (and failures?)


Natalie Lane

Natalie Lane
Head of Contact Centre
Greater Bank

Hayley Grey

Hayley Grey
Manager Customer Services
Deakin University

Jessica Rix

Jessica Rix
Head of Customer Interactions
Contact Centre

Facilitated by:

Sophie Giesen

Sophie Giesen
Head of Business Consulting ANZ

Fiona Keogh

Fiona Keough
Chief Executive Officer

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