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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Dr. Nicola
MILLARD

Head of Customer Insight & Futures

CASE STUDY / DAY 1

Botman vs. SuperAgent: Rise of a new contact centre

With all the hype in the media, we might think that we are all about to be replaced by robots. This presentation takes a hype free view on how artificial intelligence and machine learning will change the contact centre and what skills agents will need in the future.

  • How are the demands on contact centres changing in an era of automation?
  • What do customers want from the contact centre?
  • How do you select the right tasks to automate?
  • How do chatbots work in the contact centre?
  • What are the skills needed in the future contact centre?

CASE STUDY / DAY 1

Contact centres: the home of home working

Taking the example of what we have achieved in our centre with home-working, this presentation will seek to prove why contact centres are made for this type of set-up, and why it should be encouraged when seeking to deliver both excellent customer and employee satisfaction.

  • Our Journey: A brief overview on what we have done and why
  • Benefits for your people
  • Benefits for your customers
  • Recommendations

James
REVELL

General Manager European Sales and Service Centre

This year Summit will host speakers from the world’s leading companies.
See sample of key note speakers.

Vytis
ZALIMAS

Head of Contact Center

Dr. Nicola
MILLARD

Head of Customer Insight & Futures

Laura
MALINSKY

Head of Contact Centre Capabilities

James
REVEL

General Manager European Sales and Service Centre

Santiago
GARCIA SOLIMEI

Global Director of Social Media

Thomas
REBY

Senior Strategy Manager

CASE STUDY / DAY 2

How to raise company income by improvements of the Contact Centre

SEB Lithuania Contact Centre journey from cost generating to profit making and world class services providing unit. 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.

  • Hard decisions
  • Competence lakes
  • Service speed vs. service level
  • F2F vs. remote advisory
  • Improvements of customer journey
  • Sales without incentive system

Vytis
ZALIMAS

Head of Contact Center

Thomas
REBY

Senior Strategy Manager

CASE STUDY / DAY 2

Deploying predictive analytics to optimize 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. The session will not be highly technical, but focus on practical problems and use cases to optimise contact centres with the help of analytics, modeling and data mining.

  • identifying areas for data mining
  • creating workflows using predictive analytics
  • driving outcome-focus in contact centres
  • establishing trust and ownership when people partner with machines
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

9th Annual Optimizing Contact Centres Summit
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