Video on Demand

Digital transformation in the Contact Centre

Past Webinar


18th March, 2021

Digital transformation in the Contact Centre

2020 forced contact centres to bring on digital channels at break neck speed just to carry on operating, but often this has exposed vulnerabilities in their service. While there was tolerance at first, Covid is no longer an accepted excuse for bad customer experience.

Hold onto your coffee cups! Ccontact centre dynamo, Andy Tucker explains how you can help contact centres to get their digital ducks in a row by:

  • Using digital channels to deflect calls at the right time, for the right customers
  • Integrating systems to deliver seamless, consistent service
  • Weaning callers off voice without compromising CSAT

There is also a live Q and A with the Cirrus team at the end, where webinar attendees have asked us all the questions they are getting from their customers.

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