Speakers present at the European Contact Center & Customer Service Exchange
The European Contact Center & Customer Service Exchange virtual event recently welcomed three digital workplace experts from Unisys—Patrycja Sobera, global vice president of delivery for Digital Workplace Solutions (DWS), Davoud Pourhossein, global director of strategy and innovation for DWS, and Vera Faludi, director of EMEA service desk— to share best practices for delivering experience-centric customer service. The presentation, “Delighting Customers Earns You Loyalty,” explored a Unisys client case study that validates how shifting to experience-level agreements (XLAs) instead of service-level agreements (SLAs) can significantly improve customer experience and service outcomes.
Sobera, Pourhossein and Faludi demonstrated how Unisys helped a client adopt personalized technologies, including bots and customer self-service support tools, that led to the deflection of high-volume, low-value contacts and drove above-industry-average improvements in customer satisfaction. This client case study resulted in Unisys’ Next-Generation Service Desk offering being recognized for exceptional dedication to customer experience by the European Contact Center & Customer Service Awards (ECCCSA). Specifically, the Next-Generation Service Desk received the ECCCSA Silver Award for “Best Customer Experience in 2022” for proactively enabling workforce efficiency, providing personalized technology services and transforming the technology service delivery process.
ECCCSA is the longest-running and largest awards program in the customer contact center industry, acknowledging organizations across Europe that are leading the way in delivering exceptional customer service. Unisys was also named a 2022 finalist in the “Outsourced Contact Center of the Year” and “Most Effective Application of Technology (CX)” categories.
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