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Your contact center is mission critical to your business. Any downtime directly impacts your bottom line and, more importantly, affects your customers’ ability to reach out to your company. When disruption happens, customers need to be able to connect with you.

You need the ability to deploy and support your workforce in any location with the ease of a laptop and internet connection, scale your team and call volume at a moment’s notice, and assure your customers, teams, and partners that business continues despite the disruption. Companies who do this well are those who use cloud-based solutions, have a solid business continuity plan, and have prepared their employees to respond to disruption with calm confidence. Whether it occurs due to power outages, natural disasters, fires, pandemics, sudden surges in call volume, or any other situation out of your control, disruption happens without warning and can require you to quickly pivot to continuity response mode. Keeping your employees safe is your first priority, and supporting your customers is next.

Here’s how to keep your contact center up when the world goes down. Download to read the full article. 

Zevas Case Study

Company Profile: Leading provider of outsourced (our site) and insource (client site) customer contact solutions for companies.

Industry: Business Process Outsourcer Website zevas.com

Challenges

• Slow on premises system

• Inability to scale

• Limited by hardware restrictions

Benefits

• Flexibility with a cloud based solution

• Global expansion with scalability

• Ability for agents to work from anywhere

Download the case study to find out more 

This white paper is designed to help you evaluate how the Five9 Intelligent Cloud Contact Center can help maintain and fit into your current or developing business continuity plan. After reading this, you will have an understanding of how Five9 delivers the most trusted and reliable cloud contact center in the industry

CCW Europe is a two week virtual experience which will bring together an exclusive community of CX and Customer Contact professionals together in an interactive, informative, groundbreaking virtual summit. Take a look at how you can position yourself as a market leader, network onnline and generate leads at the virtual event.

Grow your business with a captive audience of progressive CX, customer contact and digital transformation leaders. Take a look at the leading brands that attend.

In today’s fast-paced, swipe-right, instant messaging world, customers expect the efficiency that they’re used to accessing in everyday life to be just as prevalent when communicating with brands, products and services.

We asked four industry experts for their advice on introducing chat bot technology into your service offering. Together, they explore the importance on doing so with purpose as well as how to use this as an opportunity for human agents to provide a more value-adding customer service experience.

This Customer Contact Content Hub contains key insights to provide your business with practical takeaways to implement and elevate your strategy. Hear from customer contact leaders from within leading organisations across Europe in this exclusive interviews below:

• How Audible is Creating a 'Culture of Listening' with insight from Tom Vickers, UK Customer Service Country Manager, Audible
• How Diversity is Helping Businesses Deliver Great Customer Service with insight from Helen Gillett, Managing Director, Affinity for Business and Petra Mengelt, Head of B2B Business Relations, Mash Group Plc
• How Chatbots are Driving Vodafone’s Omni-Channel Customer Experience with insight from Kevin Knowles, Head of Contact Automation, Vodafone Group

Download these insights below!

In the lead up to this year’s edition of CCW Europe, we sat down to talk all things customer contact with a few members of the event’s advisory board and esteemed speaker line up. 

Spanning topics from new technology, changing customer demands and the evolving role of the customer service agent, these conversations helped to paint a picture of what CCW Europe’s event attendees can expect to uncover in greater depth between the 5th to 8th of October in Barcelona. 

Here, we explore a few the key points and actionable takeaways gained from the speakers’ exclusive insight

Whether by phone, email, Twitter or WhatsApp, it is becoming increasingly common that customers are able to make contact with businesses via the same channels that they use on an everyday basis. Omni-channel experiences are soon to be there new norm, and here, in an interview with Kevin Knowles, Head of Contact Automation at Vodafone Group we explore how chatbots are helping this leading telecommunications company offer a consistent experience when and wherever their customers need them.

Download this exclusive content piece to uncover:

• How TOBi, Vodafone’s chatbot, serves their customers at numerous touch points
• The greatest challenges and lessons experienced during the rollout of chatbot technology
• How TOBi is impacting the role of Vodafone’s human agents

Onno Hoffmann, heading Special Operations & Innovation at Deutsche Telekom’s Customer Service in Germany and Dominik Bauersch, who is responsible for Digital Business & Transformation, are at the forefront of the company’s mission to offer personal and tailormade services in a digital world. Here, we explore some of the key talk points and achievements of this transformation as well as some actionable tips for making this a reality in your organisation.

In the lead up to Customer Contact Week Europe, we explore how chatbot technology is prompting us to reimagine the future of the customer service agent and, with insight from the CCW Market Study and Dr. Nicola Millard, Head of Customer Insights & Futures at BT, reveal how industry leaders are preparing for the next stage of this digital journey.

Championing a culture of diversity and inclusion is a critical part of your organisation. This can contribute to the creation of exceptionable and valued customer service experiences, explore these insights in the piece below to ensure these key approaches are present in your business.

Download these insights here >>

What does it really mean to listen? In the world of customer contact, never has it been more important to create service experiences that resonate with the customer on a genuine, human level. In conversation with Tom Vickers, UK Customer Service Country Manager for Audible, we explore how the audio entertainment brand is creating a culture that enables its agents to initiate and engage in natural interactions through the art of listening. Download this exclusive content piece to uncover:

• How, as an Amazon company, Audible makes its ‘customer obsession’ a reality
• How Audible’s agents are relearning the rules of  customer interaction in favor of a human-centric approach
• How to bridge the cultural differences that can occur with the use of offshore customer contact centers
• Why traditional KPI’s should be exchanged for more subjective measures of success

After undergoing a digital and CX transformation over the last two years. PostNL has transformed from a traditional mail company into a domestic and traditional logistics services company supporting e-commerce.

Discover how by listening to this podcast with Mark Eldridge, Chief Customer Officer of PostNL Cross Border Solutions, & Verena Junginger, Customer Contact Manager for Spring Global Delivery Services

View key insights from this year's CCW Europe 2020 All Stars Panel on the The future of contact centre technology. At a time where the industry must shift to meet consumers evolving exceptions we explore what will be the key game changers for customer contact in the next five years and how COVID-19 has shown to reshape the industry landscape. landscape?

Hear insights from:

• Gabriele Masili - Chief Technology Officer, Customer Experience & Success, Microsoft
• Becky Ploeger - Global Head of Reservations & Customer Care, Hilton
• Jagrit Malhotra - General Manager, Clarabridge
• Ed Creasey - Director of Pre Sales, Calabrio
  

Ensuring business continuity in EMEA in the new normal: NHS and Test & Trace – A genuine success story

In this session, we discussed the impact of the current pandemic situation on a globally operating business. Hear how as things changed rapidly, the Outsourcer had to keep up with its customers' demands and secure a seamless service.

Focusing on:

• How did they deliver customer service pre-COVID
• How did the situation impact their business and how did they secure business continuity
• What is coming next?
• Learn more about trends in the markets; changes in business strategies and a new normal for customer service post- COVID

Featuring: Thomas John - VP Channels - EMEA, Five9 Ron Moody - CEO, Connect Assist