Fika is a Swedish tradition based on the idea of an interactive, social coffee break that increases knowledge and builds relationships. Here at Calabrio's European headquarters in Stockholm, we fika with each other whether we are in the office or not!
Bring your coffee and questions to this Fika and Learn on-demand with Niall Gallacher Principal Strategic Consultant at Calabrio. This one hour discussion focuses on ten key learnings from the past 12 months and how good quality planning is needed to respond to changes rapidly.
We know that the global pandemic shifted consumers away from traditional channels to a digital world with remote customer service staff. Data, Analytics, AI, and ML capabilities are all accelerating rapidly, as companies undergo digital transformations that keep customer experience and employee well-being in mind.
In this interactive seminar, we will discuss:
Niall Gallacher has significant experience developing data and analytics for large global contact centres which focus on employee performance, quality, training or coaching needs and ultimately delivering great customer experience. He has helped many organisations extend their customer experience strategies across omni-channels, using analytics to assess the effectiveness of each channel for various customer journeys.