Are you dealing with long wait times or inadequate support for your customers?
Maybe you're struggling with outdated technology or an overwhelming amount of data. You’re not alone.

Today's customers want a consistent and personalised experience across all channels of communication – think voice, email, chat, social media, and more. With 86% of consumers willing to pay more for a better customer experience, businesses cannot afford to overlook the importance of omnichannel customer service.

By investing in contact centre technology that enables personalised interactions and multiple communication channels, businesses can improve the customer experience and support employee engagement and well-being.

By valuing CX and EX and investing in them accordingly, businesses can create a virtuous cycle of growth, where happy customers and employees lead to long-term success.

Delegates will learn
1. AI & Agents – how do they fit together.
2. How to win customers and influence metrics.
3. Self-service and automation
4. Does a super-agent exist?
5. Can technology affect agent attrition?
Paul Barclay
Chief Operating Officer
Paul is a career customer operations and service specialist with extensive B2B/B2C leadership experience across many sectors and business sizes. Along with considerable multi-channel transformation, change and project management experience from both leadership and system implementation perspectives, Paul likes to work collaboratively, focusing strongly on engaging people and developing teams to deliver success.
Jon Dawson
Chief Revenue Officer
With 25 years of experience in the Contact Centre and Telecoms industries, Jon responsible for Setting up the process of generating revenue. Developing and communicating growth strategies with CEO, COO, and board of directors. Managing all revenue channel development and introducing new sales channels and partners, Integrating sales and marketing, as well as any other process that maximizes the returns on marketing investment. Unifying processes to offer the customer the best experience possible managing the Success Management programme, ensuring that customers not only have successful deployments, but that they continually get the maximum value from their investment for the lifetime of the relationship with Cirrus.

Charlotte Hathway
Editor, Comms Business magazine
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