In the fast-paced realm of customer service, where every interaction is a make-or-break moment for loyalty, the role of agents is nothing short of crucial. Agents are the frontline warriors battling rising competition, evolving customer expectations, and the ever-tightening grip of regulatory requirements. But in this age of digital transformation, where technology and the human touch intertwine, agents need to develop new superpowers.
Imagine an agent who seamlessly blends their empathy with the power of technology, who navigates through complex customer enquiries with ease while delivering personalised experiences at lightning speed. Super Agents have now transformed thanks to innovative and intuitive technology, and more powerful training to tackle complex enquiries.
But with great power comes great responsibility. In a world where customers are now demanding more from brands when it comes to customer journeys, Contact Centre Caped Crusaders will need to emerge as leaders in the CX landscape. They will not only need to meet the needs of today’s customers, but also anticipate and adapt to the demands of tomorrow. With empowered agents at the helm, brands can forge stronger connections with customers, drive loyalty, and ultimately, elevate their brand AND bottom line.
At our upcoming event, IPI Spotlight: Unleashing the Hero within Your Agents, we’re embarking on a mission to empower your agents with the skills and mindset of true customer service superheroes. From mastering the art of empathy to wielding the power of problem-solving, we’re delving deep into the superhero playbook to equip your team with the tools they need to triumph in every customer encounter.
Calling all Super Agents!
Ready to learn how to unlock your agents’ superpowers? Join us for this second edition of our IPI Spotlight Series, on Tuesday 4th June 2024 at the Etihad Stadium, Manchester.
Through a series of expert panels and interactive sessions, we will take attendees through strategies for maximising agent potential, how to ensure Super Agent success, as well as provide best practice tips on how to adapt operations for an AI future. The agenda includes:
- Leading Innovation and Adaptability: Learn about the future of customer service with insights on Assisted Agents and where technology is heading. Explore visions of innovation, resilience, and adaptability in transforming customer experiences.
- Expert Panel Insights: Gain valuable insights from industry experts on UK market trends and strategies for Super Agent success. Discover how to optimise customer support through operational, technical, and analytical insights, amidst the evolving landscape of agent work and AI integration.
- Case Study: Motability’s Success Story: Delve into Motability’s journey of enhancing agent capabilities through innovative training, technology integration, and strategic empowerment initiatives. Learn practical strategies for achieving exceptional customer service.
- Networking Opportunities: Engage with peers and industry professionals during lunch and networking sessions, fostering valuable connections and collaborations.
- Preparing for an AI Future: Understand the importance of adapting operations for an AI future and empowering your Super Agents to thrive in evolving environments.
- Workforce Engagement Management Deep Dive: Explore strategies for maximising agent potential through workforce engagement management. Topics include agent retention, training, performance, scheduling, gamification, and knowledge enhancement.
- Interactive Sessions and Q&A: Participate in interactive sessions, ask questions, and engage in discussions to deepen understanding and exchange ideas.
Attendees at the event will hear from IPI’s Super CEO Sat Sanghera, as well as insights from ContactBabel, Genesys, and key customers Motability Operations, DFS, Liberata.
Additionally, the event will feature Client Hubs with Liberata, Findel and Ageas. Participants can speak to a host of customers and hear first-hand how they have transformed their CX operations through various super solutions.
Guests can also take advantage of our Demo Suite, including practical applications of Genesys, ElasticCX CCaaS and Pauseable that will be discussed throughout the day’s sessions.
Join Us!
Tighten your utility belts and join us as we prepare to conquer the challenges ahead. Don’t miss your chance to be part of this epic journey – RSVP (via our registration page here) and let’s save the day together.
We look forward to welcoming you to Manchester!
Jane is Head of Marketing at IPI with over 30 years experience in the IT marketing arena. Passionate about driving change through innovative technologies and highly focused on delivering IPI’s core messages to it’s clients and prospects.
