Episode Synopsis "S2. EP9 - Has the pandemic changed the Contact Centre industry forever?"

The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking. In this podcast, Lisa Steele, Customer Service Director of BGL Group joins Matt and Simon in the pod booth to discuss how the team managed to mobilise so quickly, what were the lessons learnt and how they adapted to ever changing customer expectations.Connect with Lisa on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100

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More episodes of the podcast The CX Chat

• CX eBook
• S2. EP10 - A paradigm shift is on the horizon for Contact Centres
• S2. EP9 - Has the pandemic changed the Contact Centre industry forever?
• S2. EP8 - How to make every leader in your company a CCO and how to drive growth with service excellence
• S2. EP7 - Is it possible to create a real ‘customer first’ culture?
• S2. EP6 - What impact does the ‘Halo Effect’ have on Customer Experience?
• S2. EP5 - CX Ambition – Turning your CX strategy from ambition to reality
• S2. EP4 - Walking in the shoes of your employees
• S2. EP3 - The Driving Force in Globalisation
• S2. EP2 - Proactive Experience Recovery
• S2. EP1 - Has everyone become a ‘tech savvy consumer’? How companies can contend with a new level of digital understanding
• Season 1 Wrap Up with Matt and Simon
• S1. E10 - How are CX leaders planning for the recession?
• S1. EP9 - Humanising Feedback – why the art of good storytelling could be the key to turning insight into action
• S1. EP8 - How a Service Design mindset can be used to build a customer contact centre that breaks all the rules
• S1. EP7 - Is your Learning and Development team your secret weapon when trying to level-up your Customer Experience?
• S1. EP6 - 70% of Transformations fail - How to buck the trend
• S1. EP5 - Meals for the NHS – a million pound charitable idea
• S1. EP4 - Agile Service in an unprecedented environment
• S1. EP3 - Why Aristotle is the game changer for your business (psychological safety and how it could help you beat the competition)
• S1. EP2 - How much does Culture and Employee Engagement impact the Customer Experience?
• S1. EP1 - Emotional Connection vs Convenience – what do today’s consumers really want?