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How to streamline workflow
processes in the call center
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make every customer the CENTER OF YOUR WORLD!
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discover if you are doing well

5th Annual Optimizing Contact Centers Summit

will provide a platform for senior experts from the contact center industry to discuss the customer journey, how mobile devices are driving innovation, employee engagement and more! Debate the self-service makeover, the latest advances in IVR, reduce employee churn & return with concrete ideas to drive your company forward!

Benefits of attending


  • How mobile devices are driving innovations in contact centers?
  • How to enhance the customer journey?
  • Optimizing and personalizing the IVR
  • Coaching and employee engagement
  • How to use online chat effectively?
  • Workforce Optimization technology
  • The benefits and challenges of outsourcing and insourcing



  Request agenda right now

Event Overview

A Customer-centric approach is vital for your contact center. Why not WOW each customer every day? Customers expect new ways to interact. Today’s customer will decide when, how and with the help of which device they will contact you. By not giving your customer this possibility you risk losing your client. Hear about how to work with customer dialogue, how to use IVR effectively and how to approach customers via social media, how mobile is driving innovation in the contact center, receive vital insights into coaching & employee engagement, outsourcing and more and this world leading business intelligence event! This event is also co-located with the 5th Annual Customer Experience Management Summit, allowing you to expand your business network even further by networking directly with CEM experts from this partnering conference!


  Read more

Who will I meet there?

This event is designed for Senior Vice Presidents,  Vice Presidents, Directors, Global Heads, Heads of Departments, Global and International Managers  from the Banking, Retail, Pharma, Telecom and Travel industries involved in:

  • Call Centers
  • Contact Centers
  • Customer Service
  • Customer Support
  • Contact Delivery
  • User Experience
  • Marketing
  • Training
  • Mobile and eCare
  • Loyalty and Customer Experience Strategy
  • Digital Experience
  • Sales

   Register your interest

Speakers Include:

  • Pascal Jaggi

    Head of Customer Support Residential

  • Sofija Jovicic
    Raiffeisen Bank

    Head of Contact Center

  • Gulcin Alici Gokce

    Sales Development Manager

  • Jason Bartram
    Virgin Media

    Head of Resource Planning

  • Ahmed Abdo
    Abu Dhabi Commercial Bank

    VP, Head of Contact Centers

  • Stuart Selby

    Head of Contact Delivery & IVR

Event Countdown

Venue - Barcelona

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Video Testimonials


Customer journey from emotional perspective


How to leverage customer insights to personalize experiences


How different types of omni-channel services can improve the customer experience

Customer Loyalty

Customer profitability, moving from acquisition to retention and customer loyalty



Testimonials from Last Year

  • Mcell

    It was good opportunity to share ideas and get connected to different realities

  • CCC

    Great quality of presenters

  • Zain

    Good exposure to different line experiences and innovative solutions

  • SNT

    Very good content, case studies

  • GO

    Nice mix of subjects

  • Telenor

    It is really international and participants are from all over the world

  • IDEA

    Great Choice of speakers

  • Pegasystems

    Good selection of speakers

  • Telefonica

    Well organized. Good number of people. Nice atmosphere.

  • Telenor

    The presenters put a lot of effort into their presentations. I took a lot away with me. Very good, wide topic.

  • Batelco

    Nice place, good range of speakers. Good multi-industry event. It was a very useful event and it helped open a lot of insights into CEM

  • Austria Telecom

    Interesting mix of participants. Great networking, presentations & Barcelona.

  • Deutsche Telekom

    Great networking

  • Orange

    It was excellent to discuss with other CE professionals.