29 - 31 January, 2019
Novotel London West, London, United Kingdom

Marcos Arias


Former Director, Premium Call Centers
AT&T


14:15 CONTACT CENTRE TRANSFORMATION: HIGH TOUCH CX IN THE DIGITAL AGE

How do you deliver on promises of personalisation, understanding and care in your contact centres?
 
High touch management process seems counter intuitive in the era of digitalisation and AI at first; however intelligent automation proves to be an incredibly useful tool to allow the special attention your customers deserve.
 
Immerse yourself in this AT&T case study of premium contact centres transformation to move away from a quantity and speed of resolution to a quality, high touch approach that has evidently reaped its benefits through measuring the most important contact centre KPIs.


Check out the incredible speaker line-up to see who will be joining Marcos.

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