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How To Combat High Call Volume During Times of High Anxiety

How To Combat High Call Volume During Times of High Anxiety

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Title: How To Combat High Call Volume During Times of High Anxiety

Learn how to battle customer service complexity with agility and empathy

Rini Fredette, Senior Vice President, Contact Center Services & Solutions at PSCU; Martin Hill-Wilson, Founder, Customer Service & AI Engagement Strategist at Brainfood Consulting; and Kumaran Shanmuhan Chief Growth Officer at Jacada discuss how we engage with our employees and customers in the wake of unexpected events, such as the coronavirus outbreak. Empathy, clarity, and especially guidance, are needed when the need for speed is of the essence.

What You’ll Learn:

  1. Managing Heightened Customer Anxiety
  2. Ensuring the Safety of Your Customer Service Workforce
  3. Managing Unexpected Spikes in Contact Volumes
  4. Minimizing Onboarding Time, Processing Time and Error Rates
  5. Minimizing Stress for IT & Driving an Agile Operation

Meet The Panel:

rini

Rini Fredette
Senior Vice President, Contact Center Services & Solutions at PSCU

martin

Martin Hill-Wilson
Founder, Customer Service & AI Engagement Strategist at Brainfood Consulting

kumaran

Kumaran Shanmuhan
Chief Growth Officer at Jacada

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