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11TH ANNUAL OPTIMISING CONTACT CENTRES SUMMIT

7 – 8 OCTOBER 2020 | ONLINE
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Paolo
PORRATI

Head of Customer Service

Svetla
SCHEIBER

Customer Success Manager

Miriam
HOOK

Vice President Global Clients and DACH

Vitalija
BARZDENE

Head of Contact Centre

Darko
POPOVIC

Group Head of Customer Service

Oliver
VIERECK

Director Outsourcing Vendor Management

CONFERENCE TOPICS 2020

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Keeping up with the customers – Anywhere, anytime, on any device
  • Visual customer engagement leading the way of a new era of contact centres
  • Is real-time, on-demand access to agents becoming a norm in 2020?
  • What are the most effective AI-based tools and solutions for contact centres?
  • Analytics becoming the driving force in all contact centres
  • Contact centres and the importance of navigating between multiple channels with ease
  • Predicting customer behaviour with AI to handle customer expectations more effectively
  • Which channels are most profitable? Measurement of interactions, holding competitive advantage

DESIGNED FOR

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

  • Contact Centre
  • Call Centre
  • Customer Service
  • Self Service
  • Customer Care
  • Customer Operations
  • Customer Support
  • Customer Contact
  • Omnichannel
  • Complaints Management
  • Digital Care
  • Digital Channels
  • Social Care
  • Social Media (Servicing)

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Increasing Customer Profitability with Predictive Modelling

Swiss Re, one of the world’s largest reinsurers, not only provides capital solutions to its customers, it also assists their insurance clients in their day to day business, supporting them to improve business efficiency and to increase profitability: Swiss Re e.g. helps its insurance customers to detect profitable risks using new technology in form of machine learning applications. Either to identify customer segments that outperform other sectors, using external data and/or identifying regions that provide better insurance margins. These are two examples of a whole range of possibilities that the company can bring to its customers to assist them to achieve their growth targets and increase their margins.

  • Predictive modelling in insurance
  • Introduction to machine learning applications that use external data to predict profitability of a given (insurance) market
  • Discussion on business cases that help customers to benefit from forward-looking modelling in their insurance value proposition
  • Portfolio optimisation and portfolio steering with machine learning approaches

Miriam
HOOK

Vice President Global Clients and DACH

Svetla
SCHEIBER

Customer Success Manager

CASE STUDY / DAY 1

Technology and Artificial Intelligence Transforming the Omnichannel Journey

To remain competitive and sustain growth as the digital transformation reshapes the business environment, companies and contact centres need to embrace innovation while delivering great customer experiences, operating with agility and empowering their people to be more productive. Join this session to understand how technology and artificial intelligence transform the omnichannel journey and connect teamwork across the organisation to enable successful customer outcomes at speed and scale.

  • Transform the omnichannel journey and connect teamwork across the organisation to achieve customer success
  • Embrace digital transformation and the use of artificial intelligence to deliver optimal customer service experience
  • Empower your team with the customer service tools, workflows and knowledge they need to be at their best

CASE STUDY / DAY 2

Empowering Employees as the Pillar of Customer Service

The success of any organisational or technological evolution depends directly on its degree of integration with the human variable. Designing this integration correctly is therefore fundamental also and above all in the current situation, in which the customer service is being transformed from a service element to a commercial level.

  • Challenges of dealing with the employees churn
  • Opportunities, rewards and motivation for your employees
  • What is the best way to hire and train your support staff?
  • The importance of creating the knowledge base for your employees
  • Defining the employee engagement plan: The essentials and avoiding micromanagement

Paolo
PORRATI

Head of Customer Service

Darko
POPOVIC

Group Head of Customer Service

CASE STUDY / DAY 2

Digitalisation of Customer Service

Moving from traditional voice-based customer support into multi-experiences CX hub

  • A change in contact channel strategy, focus on messaging platforms
  • Digital first strategy in new customer experience design
  • Digitalisation of existing customer service – Improvements shifting from mainly back-end automation to front-end enhancement with self-service platforms
  • Balance between human and system support, high-value and low-value transactions

SPONSORS 2020

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2021 EDITION

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