How to streamline workflow
processes in the call center
make every customer the CENTER OF YOUR WORLD!
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!
- 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
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!
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:
Head of Customer Support Residential
Head of Contact Center
Gulcin Alici Gokce
Sales Development Manager
Head of Resource Planning
Abu Dhabi Commercial Bank
VP, Head of Contact Centers
Head of Contact Delivery & IVR
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 profitability, moving from acquisition to retention and customer loyalty
It was good opportunity to share ideas and get connected to different realities
Great quality of presenters
Good exposure to different line experiences and innovative solutions
Very good content, case studies
Nice mix of subjects
It is really international and participants are from all over the world
Great Choice of speakers
Good selection of speakers
Well organized. Good number of people. Nice atmosphere.
The presenters put a lot of effort into their presentations. I took a lot away with me. Very good, wide topic.
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
Interesting mix of participants. Great networking, presentations & Barcelona.
It was excellent to discuss with other CE professionals.