13th Annual Optimising Contact Centres Summit

12 – 13 October 2022 | Vienna

The post pandemic customer care is the mission of any business as customers’ needs continue to change and rise. A personalised treatment and satisfaction are absolute differentiators, thus maintaining consistency with appropriate strategies are on customer leaders’ priority list.

This interactive business conference will show you how to navigate through the main challenges related to the contact centre’s field. Topics such as balancing between human and automated service, ways to providing an excellent CX, building customer satisfaction based on successful employee engagement, omnichannel, or post-pandemic skills & leadership will be discussed and showcased by senior level decision makers.

Come and learn from many inspirational stories you can’t miss! Besides you will have the chance to network with important people from the field who can give you valuable tips and discuss your own ideas.

Join us and enjoy this unique atmosphere!

Hottest topics that will be discussed this annual

  • Creating a client centric service model by closing the complaints logistics
  • Is my contact centre ready for the cloud?
  • How we use AI and build customer satisfaction and employee engagement
  • From call center to customer engagement center
  • How to boos profitability of a contact center?
  • The new open digital experience standard applied for contact center in the omnichannel mix

SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

Isabelle PONCELET

Head of Transformation Office Connect2Net

CASE STUDY

How to Boost Profitability of a Contact Centre?

• Growth in sales
• Decrease of low value contacts
• Excellent customer experience
• It’s all about people

Tilman MÜLLER

Head of Expertise Office Customer Care & Operations

CASE STUDY

Creating a Client Centric Service Model by Closing the Complaints Loops

The presentation explores the fundamental role of complaints handling in transitioning to a client centric service model. It details how a centralized and clear approach to complaints handling will improve lagging information on key metrics and how it can be leveraged to structurally improve services and processes in Contact Center and Operations departments.

• In complex organizations, centralizing complaints handling can improve lagging performance on key metrics
• A centralized complaints unit can play a larger role in creating a client centric service model and org. structure
• Embedding it at the heart of your service model enables structural insights into service and process performance, employee challenges and the effectiveness of your digital channels
• Acting on these insights and thus closing the complaints loop is an essential step in moving to a client centric model

David St. John RICHARDS

Senior Director – Commercial Systems

CASE STUDY

Is My Contact Centre Ready for the Cloud?

Cloud technology is at the centre of most organization’s IT discussions but are you ready to make the move? David will cover all aspects of the decision-making process including the pros and cons and maybe help you decide.

Ilja NOGICEVS

Head of Product development

CASE STUDY

From Call Center to Customer Engagement Center

We will guide you through our experience in the changing the concept of the Contact Center and implementation of the new strategy with the help of the technology.

• Creating the strategy
• New purpose and value drivers
• People and Technology
• Remote sales

Arnold BUDDENBERG

Enterprise Digital Business & IT Transformation Architect

CASE STUDY

The New Open Digital Experience Standard Applied for Contact Center in the Omnichannel mix

The presentation will discuss the state of the art “Open Digital Experience” standard and address communication collectively with the customer and the partners of the ecosystem wherein the contact center is part of the omnichannel mix.

• Communication life cycle transformation with story characters
• Attractive communication with gamification elements
• Applied personalized and empathic elements that listen & capture customers’ behaviors
• Adapt customer through trust elements

Great content, great speakers, diverse presentation topics. Definitely worth attending

– Head of Digital and CRM, Nestle

We offer to world’s leading companies at our summit

Case Studies

Experience leaders will provide you with lessons learned.

Networking

The chance for market-leading business knowledge networking.

Discussions

All attendees will have a great opportunity to discuss a selection of topics in small groups with their peers.

New Ideas

We are partnering with experienced professionals to provide creative ideas, inspiration, and guidance.

Allan Lloyds Summit mission is to exceed expectations

We are committed to achieving new standards of excellence by providing conference formats that encourages interaction, networking and high class knowledge sharing. With experts, well-supported staff, motivated to deliver quality, Allan Lloyds vision is to be recognized as the global leader in providing high quality business conferences.

What we offer to world’s leading companies

  • Experience-based case studies
  • Round table discussions
  • Impeccable networking opportunities
  • Limited number of seats in the audience ensuring friendly atmosphere
  • No media or press presence

Sponsors

Few photos from our summits

Event programme

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Inside you will find

  • What keynote speakers will be taking part in the exclusive speaking panel
  • What Case Studies will be discussed by our senior corporate speakers
  • The minute by minute breakdown of the conference