topics

• Customer centric remote operations
• AI-powered customer care versus human interaction
• Employee burnout prevention tactics
• Hybrid customer care operations – returning to the office after COVID-19
• 2021-2022 industry forecasts, challenges and opportunities 
• The power of empathy for customer care during market crisis
• Agile, omnichannel operations for an everchanging customer service industry
• Customer expectations pre and post pandemic
• The importance of AX (Agent Experience) and employer culture programs
• Crisis business process outsourcing
• Customer foresight tools and strategies
• Business continuity solutions for unpredictable market dynamics
• Organisational mental health

speakers