Uncovering the Value of the Customised Contact Centre

Forrester Webinar: Uncovering the Value of the Customised Contact Centre

This year has shown us that you need a contact centre solution that is adaptable and flexible to ensure you can give your customers an experience that they appreciate. But is that your reality? 

Heavy infrastructure, long and expensive implementation cycles and cumbersome maintenance are just a few of the realities for contact centres across the globe.  

Join us to hear from Art Schoeller, VP, Principal Analyst at Forrester Research and Eugene Neale, Director of CX Engineering and Business IT at loveholidays, one of the UK’s fastest growing online travel agencies, David Cousins, Contact Centre Practice Lead EMEA at Twilio and Stuart Dorman, Chief Innovation Officer at Sabio. We’ll be discussing tech disruption, agile methodologies and demonstrating the value of implementing a customised contact centre. 

We will uncover:

  • How loveholidays improved agent productivity by 20% and smoothly transitioned to remote working 

  • Agile approaches that remove the need for heavy infrastructure and implementation

  • What the future holds for contact centre tech developments

You'll take away real-life examples and tips for how you can improve efficiency, reduce costs and increase customer satisfaction.

You can view the recording here.

About Art Schoeller

Vice President, Principal Analyst Serving Application Development & Delivery Professionals, Forrester

As vice president and principal analyst at Forrester Research, Art Schoeller supports Application Development and Delivery (AD&D) Professionals who plan, build, and run unified communications and contact centre workloads for enterprises.

Art has a dual B.S degree in computer science and computer engineering from Brown University.

About Eugene Neale

Director of CX Engineering and Business IT - loveholidays

Eugene has 15 years' experience building, running and leading Technical Operations teams and is well practiced at rationalising older IT departments to deliver more cost-effective, secure and user-oriented solutions that deal with the demands of a modern consumerised workforce. Currently Eugene heads up CX Engineering and Business IT at loveholidays - one of the UK’s fastest growing online travel agencies. 

About David Cousins

Contact Centre Practice Lead EMEA - Twilio

Twilio is enabling innovators across every industry - from emerging leaders to the world's largest organisations - to reinvent how companies engage with their customers. David works with organisations to deliver innovative and agile solutions for superior Customer Experience Management; AI, Automation, Contact Centre, Engagement Management, Workforce Optimisation and Analytics. He helps organisations find the balance within the cost vs service conundrum face by all businesses today.

About Stuart Dorman

Chief Innovation Officer, Sabio

As Chief Innovation Officer, Stuart’s role is to build upon Sabio’s innovation culture as well as helping clients to think differently about how they engineer their customer experiences by applying technology, innovation and disruptive thinking. Stuart helps Sabio’s clients to utilise technology to enable world class customer experiences across digital and contact centre channels. He is acknowledged as an industry thought leader, regularly authoring white papers focussed on customer service innovations. Stuart regularly speaks at customer engagement events and serves as a judge for top industry awards across Europe and Asia.

This webinar has now taken place. You can view the recording here.