Customer Experience Foundation invites you to their event

CX Webinar - Beyond Boundaries: Freelancer CX Models Transforming Contact Centres

About this event

Welcome to our CX Webinar for the Customer Experience Foundation.

The topic of discussion will be: Beyond Boundaries: Freelancer CX Models Transforming Contact Centres 

About the event:

Join us for an insightful webinar as we explore the transformative power of freelance models in contact centres. Hear from Vodafone Ziggo who has transitioned into the Freelance model along with how freelancers are reshaping the traditional call centre landscape. We'll delve into the reliability, commitment, and business mindset of additional resources, highlighting the benefits and key processes in place to ensure optimal performance.

Benefits of adopting freelance models:

Variable Pricing: Clients pay exclusively for proactive and productive services, optimising cost-effectiveness and performance-based pricing enabling versatility.

Avant-Garde Solution:Providers position themselves as innovative alternatives, advocating a departure from traditional call centres.

Technology Integration: Showcasing innovative integration of technology and for a more effective solution.

Freelancer Marketplace:Businesses can tap into a global pool of top-tier talent for service delivery, enhancing overall performance and efficiency.

Flexibility: Businesses can scale up and down as demand requires and can incentivize freelancers to work.

Standards Maintained: Freelancers uphold the opportunity as their primary income source, treating it as a full-time role, earning performance-linked benefits, and adhering to rigorous processes for suitability, commitment, and reliability, ensuring excellence in their performance.

During the webinar, we will have the privilege of hearing directly from Vodafone Ziggo, shedding light on their formidable challenges in the realm of contact centres.

Having collaborated with six different CX suppliers, the company faced significant obstacles in meeting the required capacity and quality standards. The result was lacklustre conversion rates and a decline in customer satisfaction metrics, including CSAT (Customer Satisfaction) and NPS (Net Promoter Score), falling below their expectations.

Determined to overcome these deficiencies and reinvigorate their up-and-cross-selling initiatives, Vodafone Ziggo sought a new solution.

Join us for an engaging session where we explore the future of contact centres and the success stories achieved through freelance models.

Hosted by

  • Guest speaker
    Martijn Pelzer Partner Manager @ VodafoneZiggo

    Partner Manager specializing in outsourcing contact center operations for VodafoneZiggo. My role involves strong partnerships, optimizing processes and commercial performance, and ensuring seamless communication between our organization and our partners. With a passion for excellent customer service excellence and a profitable business growth.

  • Team member
    KG T
    Keith Gait Leader @ Customer Experience Foundation

Customer Experience Foundation

The Voice of Customer Experience

We are run by practitioners, our aim is to learn, understand, share, and promote best practice across all areas of Customer Experience.