The new normal: Redefining business continuity

Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed.

Join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact centre operations. You’ll get insights into emerging trends, challenges and key learnings on these topics:

• Customer experience trends reshaping the industry
• Real stories of how call centres are adapting
• Managing a remote workforce

Meet the Speakers