This interactive discussion will tackle the challenges of maintaining a BPO/CC business amid the ever-changing work environment caused by the outbreak of COVID-19. What new technologies are being leveraged by industry leaders? What strategies are being developed to push the boundaries of remote customer service and financial sustainability? Join CX industry leaders across Australia and New Zealand to answer these questions and many more.
Empowering an agile workforce in customer service
Remote working is the bedrock of BPO/CC business, and the pandemic has accelerated its adoption by other industries. Now, companies are racing to leverage cloud-based technology and other digital tools to reach consumers with the same standard of flexibility.
End-user computing is being recognised as one solution to address the growing need for modular software. In addition to integrated contact centres, it enables companies to future-proof their operations, and there are even more measures with greater potential yet to be deployed.
- How are BPO/CC companies enabling their employees to solve complex problems?
- How are companies managing growth that is adaptable to their requirements, agile, and built for a future-proof organisation?
- What does the future of the BPO/CC centre look like post-COVID?
Chief Executive Officer at Origo BPO
Regional Managing Director at The Sigma Connected Group
Managing Director at Asendia
Senior Vice President – FSI and HC LS at WNS Global Services
Vice President at Teleperformance
Corporate VP at WNS Global Services
Head of Customer Service & Experience at Origin Energy
Head of Customer Interaction Services at BMW Group Financial Services Australia
Senior Account Operations Manager at SYKES Australia
National Customer Operations Manager at Lendlease
Lead Process Designer at NRMA
Governance Consultant at BMW Group Financial Services Australia
For insight on this event, photos and guest interactions, see our post on LinkedIn.
11:00 am: Introduction by Ortus Club
11:05 am: Introduction of participants
11:10 am: Short address from Google Chrome
11:15 am: Discussion instigated by the moderator and continued by the group
12:15 pm: Session ends