12th Annual Optimising Contact Centres Summit

6 - 7 October 2021 | Online

PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

My LINDSTRÖM

Head of Business Development & Commercial - Customer Care

Ulf MICHAELIS

Director Customer Service & Sales

Thomas REBY

Head of Hardware, Google Store and Google One, EMEA

Danny Dario WINANDY

Head of Customer Sales & Service

Laszlo BEK-BALLA

Head of Digital Channels & Contact Centre

CONFERENCE TOPICS 2021

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Transforming customer service in a shifting world
  • What impact does the robotic technology have on the evolution of contact centres?
  • How to ensure a seamless experience regardless of the channel?
  • Why employee engagement, staff turnover reduction and development of future strategies are a key point to have in mind for business?
  • Equipping agents with the skills, autonomy and expertise to embrace customers’ requirements
  • How to enhance agents’ satisfaction and increase their feedback in turbulent times
  • How to continuously improve customer journey?
  • Optimising contact centres’ capacity to keep up in the post-pandemic world

Designed for

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from banking, pharmaceutical, telecommunication, retail, aviation, hospitality and automotive industries involved in:

  • Chief Customer Officer
  • Contact Centre
  • Digital Contact Service
  • Call Centre
  • Customer Support
  • Customer Service/Client Service
  • Self Service
  • Customer Care
  • Customer Service
  • Customer Operations
  • Omnichannel
  • Digital Care
  • Digital Channels
  • Social Care

My LINDSTRÖM

Head of Business Development & Commercial - Customer Care

CASE STUDY / DAY 1

Volvo Cars - A Glance from a Customer Experience Under Construction

Volvo Cars is going through an intense transformation journey as many automotive companies. At Volvo Cars we are dedicated to deliver Freedom to move in a personal, sustainable and safe way in everything we do. Our choice to transform our products and commercial set-up is steps in this journey to mirror changes in society and consumer demand. From manufacturing cars to leveraging harmonised consumer experience around the world.

  • This is Volvo Cars
  • Our transformation
  • CX today and tomorrow
CASE STUDY / DAY 1

Focus on Our Customer – Best in Class Programme of TEF Germany (CSS)

The Customer Service & Sales of Telefonica Germany has delivered an improvement programme that take their service out to customers in new ways that helps to build and cement relationships with them. The presentation will show how we have done in terms of approach, engagement, communication, design and how we measured the impact.

  • Improvement programme – History and structure
  • Focus on the customer
  • Development of main drivers for customer satisfaction
  • Inter-divisional cooperation
  • Comprehensive & innovative communication measures

Ulf MICHAELIS

Director Customer Service & Sales

Thomas REBY

Head of Hardware, Google Store and Google One, EMEA

CASE STUDY / DAY 2

Deploying AI to Power Your Contact Channels

In this presentation, we will explore how knowing your customer and deploying AI can help optimise your channel strategy and help build resiliency in uncertain times where support capability is impacted by working from home, country lock-downs and forecasting challenges.

  • Creating contact journeys that can leverage AI
  • “Live” contact channel optimisation through contact centre performance
  • User journey differentiation through KYC and authentication
  • Embedding AI as agent augmentation
CASE STUDY / DAY 2

Implementing AI-Based Voice-Analysis for Enhanced Customer Experience and Higher Efficiency

Contact centre has already been one of the key customer touchpoints for decades, but the pandemics has triggered significant increase in channel traffic. This highlights the importance of automation & efficiency improvement in all areas, including call quality assurance. AI-powered voice analysis can be a powerful tool to enhance call monitoring, in real-time, done on 100% of the calls and release QA capacities and shift them to development.

  • Pandemic’s impact on customers’ channel preferences
  • What AI-based automatic voice analysis can bring as a value
  • Concrete Inbound & Outbound use-cases for boosting efficiency, sales and customer satisfaction
  • Implementation project & timeline

Laszlo BEK-BALLA

Head of Digital Channels & Contact Centre

Danny DARIO WINANDY

Head of Customer Sales & Service

CASE STUDY / DAY 2

Transformational Journey of Contact Centres

The Customer Sales & Service of Carlsberg Denmark has undergone a transformational journey, transitioning from call centre to a 360-degree customer-centric sales & service organisation. This presentation will illustrate how we have embarked on this transformational journey in terms of engaging our employees, our business, our customers as well as implementing a data-driven mindset.

  • Positioning sales & service as a value generator for the business
  • Taking lead as a Customer Ambassador
  • Bridging cross-functional gaps and strengthening the value chain
  • Creating and engaging a motivational work environment

SPONSORS

It was a very fruitful session which provided me with overall 360 degree knowledge about the contact centres of today and tomorrow

Head of Contact Centres at Raiffeisen Bank

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