Originally broadcast Wednesday 16th November 2022, 13:15

Tips for the successful selection and procurement of CX Technology CX technology alone rarely delivers the beneficial impact and financial returns promised – as successful adoption needs more than just a great technology solution. Hear from Davies Group.

Originally broadcast Monday 14th November 2022, 12:30

Are your agents empowered to be Brand Guardians? Join Tripti Tapuriah-Modi and David Evans from Calabrio who will discussing key findings from Calabrio’s State of the Contact 2022 report and how to treat and empower agents as Brand Guardians.

The vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.  Today, improving the customer experience (CX) is top of the business agenda and the role of contact centres is transforming – with agents starring as brand guardians. Train agents, and treat them well so they become your greatest assets with the power to influence the overall perception of your organisation, enhance customer loyalty and boost profits.  

Join us for an interactive discussion as we explore the importance of brand guardianship. Pick up a few tips and techniques: 

- How do you build a culture of brand guardianship?
- What qualities make a good brand guardian?
- What can managers do to recruit and nurture their brand saviours?

Sharing the latest research from across the UK, US, DACH, and Nordics, Ed Creasey from Calabrio will look at how agent stress, omnichannel assumptions, and data silos are just some of the factors eroding the brand experience and what you can do today to change that.

BPA Quality share their Top 3 tips for improving your Quality Assurance programme.  Hear from BPA’s Pete Dunn & Martin Teasdale as they join The Forum’s Chris Rainsforth to discuss three critical ways that will deliver immeasurable improvement to your QA Process. This interactive session will give you new thinking and approaches that you can apply in your organisation today!