Managing Customer Contact in 2020 & Beyond featuring Get Living

A Route 101 webinar series featuring real-world accounts from our customers.

It’s a year of change. At Route 101, we’re seeing how contact centres —no matter the size or industry—are adapting to the challenges and uncertainty and the strategies they're employing to reduce inbound contact, optimise their digital experience, and empower their agents. 

Is your contact centre struggling to handle high contact volumes whilst everyone is working remotely? Worried your agents aren’t as engaged as they should be when they’re stuck at home? Finding it tricky to meet customer demand and handle their expectations? 

You aren't alone. That's why we created this webinar series to address these concerns, running across 3 weeks in October 2020.  In each session, we heard how a different business has responded to the key challenges of the last 6 months, and the ways they’ve used the tools available to them to manage demand whilst keeping service quality high. 

In this episode, we were joined by Christian Armstrong, Director of Brand, Product, and Technology at Get Living, and Natalee Wiggins, CX Consultant here at Route 101 to cover:

  • The Get Living story and Christian's experience of the last 6 months in the midst of a global pandemic
  • How to broaden customer interaction channels to meet them at every touchpoint
  • The ways Get Living are investing in digital channels (through the Zendesk platform) to optimise the customer experience

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