1 JULY 2020 Digital Focus Group: Contact centres and COVID-19: what will the ‘new normal’ look like? Date: 1st July • Time: 2PM-3PM BST On March 23rd the UK went into full lockdown, dramatically changing how organisations operate. Overnight, contact centres had to enact wholesale operational changes, meaning agents would now work at home.
Neil Titcomb heads up the UKI business for Odigo; a leading omnichannel customer engagement SaaS solution. He is responsible for growing the business across the region and ensuring Odigo customers are reaping the benefits of Odigos innovative solutions and ensuring they provide continued measurable business value. Prior to joining Odigo, Neil was VP of Sales for UK & South Africa for Noble Systems and has held various positions with market leading cloud contact centre solutions.Neil has been involved with UC and Contact Centre solutions for many years and has been responsible for the sale, design and configuration of many contact centres across the EMEA region. Neil has a genuine passion for driving enhanced customer experience into his customers and leads his teams by example to ensure technology is purchased for a reason, as well as providing business value and a competitive advantage wherever possible.Neil holds a bachelor’s degree in Industrial design and in his spare time Neil loves to travel and enjoys many sports including football, Formula 1 and tennis. Neil is married with 3 children and lives in Cork Ireland.
So how is the emergence of this ‘new normal’ impacting your culture, agent performance and contact centre operations as a whole? What does the future look like? During this session, we will address how agent performance has been affected, discuss how customer service is changing because of the pandemic, and how to balance an increasingly disconnected workforce. We will also look at the challenges of keeping employees engaged, motivated and forward looking. Join us for what promises to be an interesting and illuminating session, where we talk to CX leaders and hear their thoughts on how COVID-19 has changed the way they do business, and also their predictions for the future. Presenter:
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Neil Titcomb Managing Director UKI Odigo