The concept of a fully integrated approach, that combines people, operations and technology, is a vision most strive to achieve. Getting there requires a clear strategy and strong communication and leadership. The impact once delivered on customers, colleagues and the business can be worthy of the investment. 

During this one-hour panel debate, hosted by Leigh Hopwood, Chair of ECCA and CEO of the CCMA, UK, you have the opportunity to tap into the experiences and knowledge of industry leaders and influencers as they explore:  

• What ‘great’ looks like and the key strategies to get you there 

• How to overcome the challenge of legacy systems 

• Why integration and agility is critical to harnessing the potential of the latest technologies 

• How to de-risk and remove complexity through collaboration 

The experiences and advice shared from industry leaders, including, Roseanne Baxter, Director of Care – Customer Resolution and Social Media at OVO, Tracy Kellaway, Executive Director – Global Consumer Care Operations at Estée Lauder Companies, and Jane Vickers, Program Director at BT, will give contact centre leaders lots of recommendations as well as the comfort that they are not alone.