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CALL RATE

Improving Customer Experience
and its positive impact on
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become SALES KILLERS?

How to motivate AGENTS to

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Cloud

a key decision for
your contact centre?

vs

on-premise

6th Annual Optimizing Contact Centres Summit

will address the latest topics such as how to transform the future of customer experience in this new digital world, the pros and cons of cloud-based contact centre, the future of self-services, advantages of a speech driven IVR, how to drive revenues with NPS and efficiency with First Call Resolution and many other interesting challenges and issues.
Benefits of attending
  • Understand the importance of customer services in Contact Centres and its impact on loyalty and customer satisfaction
  • Hear about new technologies and methods used in Contact Centres
  • Discover the effectiveness of speech analytics, gamification, voice biometrics, First Call Resolution and other technics in Contact Centres
  • Analyze the reason of inbound calls and methods of eliminating the unnecessary calls
  • Explore the future of self-services and implementing an effective self-serve strategy
  • Learn how to motivate the agents in the Contact Centre
  • Gain insight how to transform the future of Customer Experience in this new digital world
  • Determine technologies which are simplifying the contact center environment
  • Find methods how to deliver the right information in the right time through the right channel

  Request agenda right now

Event Overview

The importance of customer services and the effectiveness of contact centres is currently crossing all businesses and industries. Effective CRM is necessary for achieving satisfaction and loyalty of the customers and that’s the goal of every company.  The impact of technological innovations is effecting every industry around the globe and contact centres are not an exception.

At the 6th Annual Optimizing Contact Centres Summit you will find out how to transform the future of customer experience in this new digital world, the pros and cons of cloud-based contact centre, the future of self-services, advantages of a speech driven IVR, how to drive revenues with NPS and efficiency with First Call Resolution, how to use voice biometrics, how to motivate agents and cut costs in your contact centre and many other topics. Join this event and you will meet the professionals from different industries and the leading companies on the market such as Barclays, Swisscom, TalkTalk, DHL Express, Deutsche Telekom, Abu Dhabi Commercial Bank, NH Hotels, Orange, Virgin Media, Melia Hotels and others.

 

  Read more

Who will I meet there?

Expected attendees will be Members of Board, Vice Presidents, Directors, Head and Senior Managers from telecom, banking, hospitality and retail  industry involved in:

 

  • Contact Centres                          
  • Call Centres
  • Customer Services
  • Customer Operations                                                
  • IVR
  • Telesales
  • Customer Care
  • Social Media
  • Reservations
  • Customer Relationship
  • Contact Management
  • Omni-channel
  • Digital Experience
  • Channel Management
  • Customer Experience
  • Customer Contact
  • Inbound and Outbound
  • System operations

Request agenda right now

Speakers Include:

  • Helia Burgunder
    Swisscom

    Head of Customer Service

  • Alexandra Da Silva
    NH Hotels

    VP Reservations

  • Jean-Mi Godfurnon
    Nestle

    Customer Service / Club Director BeNeLux

  • Henriette Jehnert
    Deutsche Telekom

    VP Customer Experience IVR & Omnichannel

  • Melanie Donoghue
    Barclays

    Head of Retail Telephony

Event Countdown

Venue - Barcelona

Request agendaReserve SEAT

Video Testimonials

Network

Enjoy over 10 hours of networking with industry peers

Top Companies

Barclays, Orange, Virgin Media, Nestle, Deutsche Telecom, NH Hotels, and more...

Case Studies

11 case studies from keynote speakers from Fortune 500 companies

Special Features

Interactive panel discussion, roundtable discussion and speed networking session