ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.
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Dara Kiernan (Owner, KPI Consulting Ireland)
Location: Coral Sea 2
Date: Wednesday, October 18
Time: 11:30 am - 12:30 pm
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Case Study
Vault Recording: TBD
This interactive and engaging story of strength and resilience post-economic collapse in Ireland tells the tale of a community working together during COVID-19 and the challenges it overcame, despite a cyberattack that crippled the National Health Service. Attendees will experience the journey through the eyes of both the customer and the call center's agents and learn about the strategies used by management to motivate their teams to maintain a positive outlook while being impacted directly. Learn how the call center teams managed through adversity and delivered excellent service and customer experiences throughout.