Podcast – Improving Customer and Agent Experience in the New Normal

1804

Jeanette Hunter of Jabra discusses ways of improving customer and agent experience in the ”new normal”.

In our conversation with Jeanette, we examine the emerging trends within the contact centre environment post pandemic, looking at how technology can help support new ways of working for contact centre agents and how you can use data and analytics to manage KPI and coaching delivery seamlessly regardless of where your agents choose to work.

To listen to the podcast directly from this web page, just hit the play button below:

The Contact Centre Podcast – Episode 33:

Improving Customer And Agent Experience In The New Normal

This Podcast was made possible by our sponsor Jabra. To find out more about Jabra visit their website

Podcast Time Stamps

1:05 – Has Customer Service Improved or Got Worse in the Last Year
3:30 – Future of the Workplace
5:48 – Productivity and Shifts
7:00 – Ways to Change the Customer Experience
8:15 – Latest Developments in the World of Headsets
9:57 – Bring Your Own Device
11:36 – Will Digital Customer Service Replace the Voice Channel
13:25 – Risk of Technology Going Too Far
14:59 – Future Trends and Video

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn