Zevas Case Study

Company Profile: Leading provider of outsourced (our site) and insource (client site) customer contact solutions for companies.

Industry: Business Process Outsourcer Website zevas.com

Challenges

• Slow on premises system

• Inability to scale

• Limited by hardware restrictions

Benefits

• Flexibility with a cloud based solution

• Global expansion with scalability

• Ability for agents to work from anywhere

Download the case study to find out more 

Kicking-off our first conversation of the series, we explore the power of customer data and how it can be harnessed to generate valuable insights. Paul Herman & Kiera Martin discuss how businesses can strike the right balance between collecting enough data while respecting customer privacy and security. 

They also discuss the challenges businesses face in unifying customer data and the role that generative AI and machine learning play in turning customer data into insights more effectively. We also explore how personalisation will evolve in the coming years and why customer strategies may fail or unravel.

To gain access to this exclusive content - fill in the form below.

We all know that adapting to changing customer demographics, needs and trends is paramount for competitive advantage, but are you extending the same flexibility to your workforce?  Welcome to today's podcast where Carl Mc Cartney from Les Mills joins us to give his take on why it’s crucial for businesses to embrace the evolving needs and flexible working styles of Generation Z and Alpha.

Tune in to hear more on creating genuine customer and colleague engagement, the opportunities for generative AI and social media with the emerging workforce and retaining talent in the age of instant gratification.

To gain access to this exclusive content - fill in the form below.

Composing your perfect contact centre communications is complex. If you’re responsible for your tech stack, you’re probably staring at a pile of challenges—like connecting conversational AI to SIP, voice bioauthentication to CCaaS - all in the cloud, and often needing to scale globally. But you can’t get there without a strong foundation.

In this session, find out how the Global 2000 are achieving composability, resilience, and simplicity with a plug-and-play approach made possible for the cloud, on-prem, and everywhere in between. Plus, we’ll look at companies like Uber and Aircall, to see how they’ve scaled their contact centres globally to achieve superior CX.

To gain access to this exclusive content - fill in the form below.

Join Zack in this episode as he delves into the world of customer data trends, providing invaluable insights and knowledge to help you navigate the ever-evolving data landscape.

Discover how to seize new opportunities in customer engagement and outpace your competitors with targeted communication strategies. Understand the role of privacy, complying with legislation and building customer trust and consent, and learn more on:

• Adopting a privacy-first policy to triple down on protecting user data
• How to improve CX by leveraging contextual clues, zero-party data and 1st party data to build stronger customer connections
• The power of generative AI and assistive AI, how these technologies can streamline internal processes and enhance the shopping experience for consumers

To gain access to this exclusive content - fill in the form below.

Delivering top-notch CX at scale can be a daunting task, especially for large organisations with complex structures and legacy systems.

In this episode, we explore the challenges and opportunities of coordinating customer care across a large-scale enterprise, as Mohamed Attia from the British Council shares best practice and strategies for achieving big results with big change.

Topics we'll cover include:

• Governance, empowerment, decision-making and knowledge sharing in global teams
• Ensuring service consistency, optimising and streamlining processes and workflows
• Building organizational resilience and supporting customers and employees in conflict zones

To gain access to this exclusive content - fill in the form below.

Dr Nicola Millard & Jen Brown join us for this episode to share real-world examples of the benefits, considerations, and success stories of using remote visual support tools, including:

• Sustainability: Decrease the need for both employees and customers to travel into stores, homes and branches for support
• Accessibility and inclusion: The ethical considerations and regulatory requirements for providing high-quality accessible service for everyone
• GDPR and privacy security: Conduct sensitive customer conversations in a secure environment with a real person

To gain access to this exclusive content - fill in the form below.

When it comes to great customer experience, the ingredients are inevitably the same, but it’s the recipe that makes all the difference.

Bringing a wealth of experience and insight to our next conversation, Andrew Clayton from Close Brothers joins us to share how to shape a vision for customer care, embed customer centricity, achieve buy-in from leadership and the change management tools you need for the successful delivery of CX in any organisation.

By building your customer commitment North Star, any business can navigate disruption, mergers and acquisitions, personnel changes and much more whilst keeping outstanding service a constant.

To gain access to this exclusive content - fill in the form below.

Companies pursue innovation to succeed but often miss the mark because their efforts aren’t rooted in customer understanding and don’t deliver value. Customer experience (CX) pros can help, using a variant of a reliable tool they know well: journey mapping. That variant is called future-state journey mapping, and it helps companies create new offerings, unlock new areas of value, and envision possible futures ranging across multiple horizons — from the near term to the long term. In this report, we explain how to do it.

(The report replaces a previously published one. It has been significantly rewritten based on new research and includes changes to the framework to explicitly accommodate long-term innovation horizons, the impact of emerging technologies, and roadmap planning. Forrester reviews and updates it periodically for continued relevance and accuracy.)

Your contact center is mission critical to your business. Any downtime directly impacts your bottom line and, more importantly, affects your customers’ ability to reach out to your company. When disruption happens, customers need to be able to connect with you.

You need the ability to deploy and support your workforce in any location with the ease of a laptop and internet connection, scale your team and call volume at a moment’s notice, and assure your customers, teams, and partners that business continues despite the disruption. Companies who do this well are those who use cloud-based solutions, have a solid business continuity plan, and have prepared their employees to respond to disruption with calm confidence. Whether it occurs due to power outages, natural disasters, fires, pandemics, sudden surges in call volume, or any other situation out of your control, disruption happens without warning and can require you to quickly pivot to continuity response mode. Keeping your employees safe is your first priority, and supporting your customers is next.

Here’s how to keep your contact center up when the world goes down. Download to read the full article. 

The CCW Europe Executive Access Day brings together senior executives across the industry to engage in top-level facilitated discussions.

These conversations aim to foster truly engaging insights from a group of leading experts sharing open guided conversation on current and evolving challenges.

These discussions will be split out across the day to ensure focus on each hand selected challenge, featuring open thought exchanges and case study led discussions to cover a wide spectrum of interesting insights.

View the agenda for the Executive Access Day by downloading this information guide.

This white paper is designed to help you evaluate how the Five9 Intelligent Cloud Contact Center can help maintain and fit into your current or developing business continuity plan. After reading this, you will have an understanding of how Five9 delivers the most trusted and reliable cloud contact center in the industry