8th Annual Optimizing Contact Centres Summit

 

SEE THE PAST SPEAKERS & CASE STUDIES
FROM LAST ANNUAL

Simon
SEPARGHAN
MD, Global Contact & Digital Channels
Raymond
LOHR
Director Customer Retention
David
RICHARDS
Senior Director, Commercial Systems
Olga
QUIROS
Director, Lodging Operations (EMEA)
Marek
GRABOWSKI
B2B Customer Care Director
Jens
ANDERSEN
Chief Consultant

 

PAST CASE STUDIES INCLUDE

Olga QUIROSDirector, Lodging Operations (EMEA)
Expedia CZ

What Is Your Bot Strategy? Let’s chat…

Are you planning to integrate bots into your Omni-channel strategy? Together we will discover some of the benefits of doing so, as well as how to integrate this channel with the existing ones.

  • Are bots here to stay?
  • Humanization vs. bots
  • Enhancing your contact strategy with bots
Raymond LOHRDirector Customer Retention
Vodafone

Successful Commercial Strategies in Customer Care

 In Telecommunications, the Customer Care channel can play a crucial role in retention and effectively expanding revenue per customer.

This presentation aims to provide you with inspiration on culture management, digital tools and marketing.

  • How care has become Vodafone’s 2nd largest commercial channel
  • The perfect agent for each customer: use of predictive analytics in call routing
  • The digital retail experience: Vodafone’s video enabled contact centre
David RICHARDSSenior Director, Commercial Systems
DHL Express

Artificial Intelligence for Intelligent Assistance

The way we consume information is fundamentally evolving, and in a digital age where data is readily available, this is all linked to effort; instead of searching through a series of data or a comprehensive FAQ’s page, consumers want you to do the heavy lifting. Google Now, Apple’s Siri and Microsoft’s Cortana are all mainstream means of combating this trend, and indeed these applications can make your life easier; proactively assessing traffic to tell you what time to leave for work, or automatically tracking the status of your flight or parcel. The variety of applications for Virtual Assistants are expanding at an outstanding rate (largely in parallel with the sophistication of artificial intelligence and machine learning) – and not least in the contact centre.

During my session, I will be exploring these benefits in further detail, alongside the demand and varying applications for Virtual Assistant in the modern contact centre.”

  • AI for IA, the next generation of customer service” (Artificial Intelligence for Intelligent Assistance)
  • Customer service in Industry 4.0
  • Industry 4.0 being the next big buzz word, about the next generation of automation/manufacturing/communications. This is going to be huge in the future but is already upon us)
Simon SEPARGHANMD, Global Contact & Digital Channels
Barclays

Colleague Engagement

How strong engagement and focus on Wellbeing leads to delivering a customer excellence?

Simon will share Barclays experience and view of how strong a colleague’s engagement is linked to Wellbeing, delivers lower attrition and better customer experience.

The presentation will talk through Barclays Global Contact Centres focus on Wellbeing, creating a culture of care, ownership and colleague engagement initiatives across all groups of colleagues.

WE ARE LOOKING FORWARD TO WELCOMING YOU ON BOARD IN 2018!

2017 CONFERENCE TOPICS

  • What is the busiest channel for customer contact in 2017?
  • Self-service with the help of AI as a rising trend?
  • Will a contact with customers via SMS and What’s App be more common in the future?
  • What are the customer reactions on virtual agents?
  • How to build a customer-centric contact centre?
  • Achieving contact centre excellence through effective CRM
  • Transforming the call centres into an Omni-channel contact centres
  • Expanding social support beyond Facebook and Twitter, Snapchat, Tumblr, Pinterest…
  • Happy call centre agents = happy customers
  • Taking contact centres into the cloud: What are the features and functionality that “cloud contact centres” offer?

WATCH EVENT VIDEO

DESIGNED FOR

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors and Heads of departments from Retail, Banking, Telecom, Aviation, Hospitality and Pharma industries involved in:

  • Contact Centres
  • Call Centres
  • Customer Services
  • Omni-Channel
  • Customer Care
  • IVR
  • Telesales
  • Customer Relationship
  • Customer Relations
  • Contact Management
  • Digital Experience
  • Customer Operations

PRE-CONFERENCE WORKSHOPS

Workshop A

Challenges and Trends of Contact Centres

  • Which contact centre task is the most obvious to “robotize”?
  • Self-service with the help of AI as a rising trend?
  • Will the video chat apps have an increasing tendency in the consumer’s behavior?
  • How should we use artificial intelligence to take the biggest advantage of your virtual agents?
  • What are the most valuable tools for increasing the contact centres productivity?

Workshop B

Social Media – Touch Point for Customer Service

  • Deployment of social media as a valuable customer support channel: Twitter, Facebook, Instagram, Google+
  • The importance of tracking the social media interactions with clients to get a full picture of the customer`s database
  • How to create your own company-hosted, customer-to-customer social networking communities
  • How to measure the quality of a social service?

SPONSORS 2017

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