Contact centres: Building resilience in response to unplanned surges

In this quickfire 7-minute XM Talk, Léonie Brown will break down how an organisation can overcome new contact centre challenges and build a resilient workforce that can thrive in times of unprecedented demand.

  • Help your contact centre agents to continue delivering superior service
  • Recognise top performers and maximise knowledge sharing at speed
  • Measure and incentivise agents during surges and in a post-Covid-19 world

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Leonie Brown

XM Scientist

Léonie Brown is an XM Scientist at Qualtrics, specialising in customer experience, research methodologies, and modernising the contact centre. She’s worked with 100s of brands to design, implement and optimise their CX programs, using her vast amounts of experience to help brands turn happy customers into higher revenue and lower churn.

More than 11,000 brands and 99 of the top 100 business schools use Qualtrics