14th Annual Optimising Contact Centres Summit

4 – 5 October 2023 | MAXX by Steigenberger Vienna

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SPEAKERS

Summit will host speakers from the world’s leading companies

Kristina Judina

Head of Customer Service

Miguel Angel Carrasco

Customer Care Director

Sara Joy

Associate Director, Head of Experience Design and Strategy

Daniel Sánchez-Cordero Canela

Head of Data Governance Organization

Sabine Schmidt

Head of Global Helpdesk and Digital Support Services

Hottest topics that will be discussed this annual

The 14th Annual Optimising Contact Centres Summit has been designed to cover the latest trends and challenges regarding new AI-based tools and strategies in contact centres, self-service, innovative strategies, the impact of remote work on contact centre, best practices for measuring and improving customer satisfaction, building a customer-centric culture. At our contact centre event, you will hear from leading banks, telcos, airlines, hotels, retailers, and other companies internationally that have managed to provide best-in-class service to their customers.
At this contact centre conference, leaders of top players in the cross-industry will share their valuable insights and solutions for the challenges we are all facing. Take advantage of networking opportunities ensured by limited seats at this event and join us in order to share ideas with like-minded people, gain inspiration, learn from experienced C-level executives and establish important business contacts!

Cover Over 9 Topics

  • Innovative strategies for delivering exceptional customer service
  • Building a customer-centric culture in your contact centre
  • Implementing AI and automation in contact centres for improved customer experiences
  • The role of empathy and emotional intelligence in contact centre interactions
  • Best practices for measuring and improving customer satisfaction in contact centres
  • Strategies for managing and improving agent performance and engagement
  • The impact of remote work on contact centre operations and customer service
  • Creating effective omnichannel customer experiences in contact centres
  • Navigating privacy and data protection regulations in contact centre operations

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

Nestle– Head of Digital and CRM

This event had helped me to understand what are the trends in Europe and all over the world in customer service and sales.

Société Générale Group– Customer Service and Digital Sales Unit Head

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

Raiffeisen Bank– Head of Contact Centres

Extremely insightful and valuable exchange! Thank you very much for bringing us together!

Allianz- Head of Contact Centre Capabilities

Few photos from our summits

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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