{"id":19716,"date":"2020-05-02T11:53:46","date_gmt":"2020-05-02T11:53:46","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=19716"},"modified":"2020-05-12T13:50:01","modified_gmt":"2020-05-12T13:50:01","slug":"free-webinar-how-to-manage-covid-19s-impact-on-your-customer-service","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/free-webinar-how-to-manage-covid-19s-impact-on-your-customer-service\/","title":{"rendered":"Free Webinar: How to Manage COVID-19\u2019s Impact on Your Customer Service"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-19384 size-full\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2020\/03\/incite_group__logo-IM.jpg\" alt=\"Incite Reuters Events\" width=\"600\" height=\"120\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2020\/03\/incite_group__logo-IM.jpg 600w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2020\/03\/incite_group__logo-IM-300x60.jpg 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/>\n<p><strong>How will the future of Customer Service &amp; Experience be forever changed by COVID-19?<\/strong><\/p>\n<p>In the past 8 weeks the customer service landscape has undergone a huge operational shift. In a short space of time we have witnessed entire companies move online, revenue streams pivot and budgets be cut. All of this whilst undergoing a complete revaluation of what our customers need from us.<\/p>\n<p>But which of these changes are here to stay and what does the new normal look like? Is customer-centricity still the key? Or do we need to focus solely on efficiency and delivering results quickly?<\/p>\n<p>Get a head start on the future of CX in the latest Reuters Events webinar, featuring best practices and strategic advice from Master Card and Sure Petcare (15:00pm 7th May GMT).<\/p>\n<p><strong><a href=\"https:\/\/attendee.gotowebinar.com\/register\/2232135454303338510?source=Media+Partner+QATC+wb2\" target=\"_blank\" rel=\"noopener noreferrer\">Pre-register for the free webinar today to ensure you do not miss it!<\/a><\/strong><\/p>\n<p>Join Andrea Prazakova, SVP Customer Experience and Design for Mastercard along with Sarah Metcalfe, Head of Customer Service for Sure Petcare as we discuss:<\/p>\n<ul>\n<li><strong>Customer Centricity v Efficiency:<\/strong> In times of unprecedented upheaval the volume and urgency of customer queries increases. With this increase we need to assess whether customer-centricity is the most important thing or whether we should take cost-centre approach geared towards increasing efficiency.<\/li>\n<\/ul>\n<ul>\n<li><strong>Team Management and Monitoring the Employee Experience:<\/strong> The COVID-19 crisis has forced companies\u2019 hands, most of us are now running teams which are working remotely. This kind of digital transformation in such a short time would have previously be unthinkable, how do we ensure agents are still hitting core KPI\u2019s and measure success in this period?<\/li>\n<\/ul>\n<ul>\n<li><strong>The Long-Term Impact on Customer Service Leaders:<\/strong> This crisis will have lasting repercussions for our way of working. Whether it be a shift towards more remotely based employees or a complete revaluation of the role of customer service departments we need to look at the opportunities currently laid out in front of us.<\/li>\n<\/ul>\n<p><strong><a href=\"https:\/\/attendee.gotowebinar.com\/register\/2232135454303338510?source=Media+Partner+QATC+wb2\" target=\"_blank\" rel=\"noopener noreferrer\">Register now to listen in live or pre-order the recordings.<\/a><\/strong><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Get a head start on the future of CX in this latest webinar, featuring best practices and strategic advice from Master Card and Sure Petcare..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/19716"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=19716"}],"version-history":[{"count":8,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/19716\/revisions"}],"predecessor-version":[{"id":19724,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/19716\/revisions\/19724"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=19716"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=19716"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=19716"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}