In today’s competitive landscape, businesses tend to focus on contact centre metrics and agent performance. But have you considered how neglecting customer experience (CX) can jeopardise the quality of interactions with your contact centre and ultimately impact your business’s success? Join Ross Hossack, Head of CX, to hear how he helped evolve the kinds of questions OneFamily was asking from “Is this happening?” to “Why is this happening?” and finally to the most CX-friendly question: “Is there a better way of doing this?”

This session will highlight specific use cases that underscore the value and importance of viewing contact centre interactions from the customer’s perspective to streamline and improve end-to-end processes.