EVENT BIO

See breakdown of all you need to know about our Summit

HOT 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?

WHO WILL YOU MEET

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 15:00 - 16:00

Challenges and Trends of Contact Centres

3 October 2017, 15:00 – 16:00

  • 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 16:00 - 17:00

Social Media – Touch Point for Customer Service

3 October 2017, 16:00 – 17:00

  • 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?

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