Cloudy outfit Puzzel UK is hosting Get Connected 2019, its annual event for contact centre professionals on Thursday, 19 September at the China Exchange, a former BT telephone exchange in London’s Chinatown.
The half-day free conference, entitled Welcome to the hybrid workforce – humans and technology working together – will explore how contact centres are seeking to blend the best that man and machine have to offer to drive operational efficiencies and customer engagement.
This follows the result of a recent study of 34,000 consumers across 18 countries by Puzzel’s partner Verint, in which 60 per cent of those surveyed expects to engage with an organisation via any channel at any time making an ‘always-on’ service strategy a critical success factor.
Marjie Gould VP of Marketing at Verint will present the findings of “Engagement in the Always-on Era – How humans and technology work hand-in-hand to meet rising expectations” research at the event on Thursday 19th September 2019.
Over 150 delegates from around the UK are expected to attend Get Connected 2019, which features a line-up of industry speakers and presentations covering trends in customer service and contact centres. The popular annual event also provides an opportunity to take a closer look at Puzzel’s latest technology and the chance to network with peers.
Keynote speaker, Customer Experience “Rockstar” James Dodkins, who is a best-selling author and host of Amazon Prime’s ‘This Week in CX’. Dodkins will introduce delegates to CX Rules for Rockstars. James will draw on real-life stories from his award-winning days as a guitar player in a heavy metal band to energise, empower and inspire the audience with 5 top tips for improving the customer experience.
Thomas Rødseth, Chief Technical Officer at Puzzel, said: “Organisations are turning to automation to cope with increased volumes and demand, but they must blend this with a high-quality customer experience that includes the ability to engage with a human when needed seamlessly. To achieve this, contact centre agents welcome technology that provides them with the right information at the right time. At this year’s Get Connected, delegates have the opportunity to meet Puzzel’s new bot for agents through a live demonstration of Agent Assist. They will also learn how to build a well-being strategy in their contact centre and harness the full potential of a hybrid workforce to increase productivity and enhance CX.”
