september, 2020

22sep1:45 PMRoundtable Zone 2: Beyond the Contact Center: Championing an Organization-Wide Effortless Experience1:45 PM Fab Facilitator: Devinder Singh, Vice President, Global Business Solutions, Teleperformance

Event Details

The best CX is one that is anticipatory, proactive, effortless and starts way before an interaction with the contact center. There are several other organizations in a company that contribute to the CX.  However, the contact center is a frontline organization that hears the voice of the customer firsthand.  More than any organization in a company, they have insights into how the company can improve the CX – within the contact center and beyond. How do you bring these disparate organizations together to create this seamless experience? How are VOC insights leveraged across the company – whether it’s marketing, product development, R&D, or even the management committee? This interactive session will explore practical ways to facilitate the sharing of these insights across the company, as well as unpack first-hand examples of the upstream impact of the contact center and how it can become a significant value add (strategic) to the entire company.

Key Take-Aways:

  • Guide to developing a one-office design (integrated front and back office)
  • Tips and tricks on how to help drive process and service/product improvements
  • Insights into how to make the contact center a strategic contributor to the company
  • Best practices for coordinating with organizational stakeholders
  • Practical approaches to synch with product development, R&D, and marketing


(Tuesday) 1:45 PM

Fab Facilitator

Devinder Singh, Vice President, Global Business Solutions, Teleperformance

Speaker Link