Legacy thinking and systems can be the biggest barrier to transformation and creating an appropriate digital experience and a happy workforce. For the many contact centre operations managing the need for change with old systems, whilst on depleting budgets, the challenge can be overwhelming – especially given the complexities of the contact centre operation and associated technologies today. 

In this one-hour panel debate, hosted by Leigh Hopwood, Chair of ECCA and CEO of the CCMA, UK, learn from 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.