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9th Annual Optimizing Contact Centres Summit

2 -4 October 2018, Barcelona

9th Annual Optimizing Contact Centres Summit has been designed to provide you with a unique opportunity to gain new insights into areas such as bot strategies in contact centre, the next generation of customer service, agents productivity, employee experience, and creating a strong social media content or profitable outsourcing of the contact centres.

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 SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

See Sample of Key Note Speakers and Their Case Studies.

Vytis
ZALIMAS

Head of Contact Center

Olga
QUIROS

Director Customer Operations Expedia and AirAsia

Dr. Nicola
MILLARD

Head of Customer Insight & Futures

Santiago
GARCIA SOLIMEI

Global Director of Social Media

Svetla
SCHEIBER

Head of Customer Experience

Thomas
REBY

Senior Strategy Manager

EXPERIENCE BASED CASE STUDIES

Deploying predictive analytics to optimise contact centre workflows

In this session we will dive into the use of predictive methods on contact centre operations. How to use systems to formulate great experiences and ensure teams are pursuing outcomes that matter.

Google 

Robotisation done right: when robot + human > 2

In our digital world, robotic process automation has become an enabler of operational efficiency and company success. While it is very easy to start such a project, it is absolutely critical to ensure the customer and company value is achieved.

A1 Telekom Austria Group

How to raise company income by improvements of the Contact Centre

What we did and what we are doing well and what should be improved? What challenges do we face and how we are handling them?

SEB

HOT CONFERENCE TOPICS

Will Be Discussed

  • How to enhance your contact strategy with bots?
  • The next generation of customer service – Industry 4.0
  • Agents productivity and building emotional connections
  • Creating a customer centric culture in an organisation
  • Potential digital solution in online self-care?
  • Employee experience – agent recruitment, monitoring, improvement, and motivation
  • Customer service excellence – human-bot cooperation or competition?
  • Online agents creating a strong social media content
  • Development of the contact centre infrastructure

WHAT DELEGATES SAID

About Allan Lloyds Events

FOR MORE INFORMATION REQUEST FULL PROGRAMME

See what keynote speakers will be taking part in the exclusive speaking panel.
Explore what Case Studies will be discussed by our senior corporate speakers

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