Menekse Gencer

Senior Vice President, Retail Call Center Experience


All Sessions by Menekse Gencer

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Day 1: Nov 17, 2020

4:20 pm

4:20 pm

FIRESIDE CHAT: CRISIS LEADERSHIP FOR A VIRTUAL WORKFORCE

Managing at Call Centres at the Frontline Of Covid-19

In times of crisis, uncertainty and complexity, financial services customers seek greater reassurance from the institution supporting them. And as the COVID-19 pandemic hit, one key channel emerged as critical as the huge volumes of customers reaching out to their call centre at a time when staff were being redeployed to work from home.  The challenges were many ranging from technology integration and security risks.  Find out how one bank emerged victorious and learnt how to engage with virtual call centre representatives:

  • Transitioning the call centre firstly to remote working, then build responsiveness to heightened demand
  • Excellerating digital change and new technology adoption
  • How to conduct yourself at a time of crisis to maintain stability across your workforce

Harnessing rapid transformation to create seamless, convenient and engaging customer journeys

Day 2: Nov 18, 2020