Managing Customer Contact in 2020 & Beyond Session 2 featuring Teign Housing

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 Karen Johnson, Head of Corporate Services at Teign Housing, and Natalee Wiggins, CX Consultant here at Route 101.

It was a really great session, and we thoroughly enjoyed hearing about the journey Teign Housing have been on to virtualize their contact centre with NICE inContact CXone.

  • The Teign Housing story and Karen's experience of the last 6 months
  • How Teign Housing are embracing an aggressive digital transformation plan to empower staff and deliver better customer experiences
  • The impact of moving their contact centre to the cloud

Fill out the form to watch the recording.

customer contact image