10th Annual Optimising Contact Centres Summit

1 – 3 October 2019 | Vienna

In today’s digital era, customer expectations are changing every day. The expectations are mainly shaped by advanced technology and they pretty much depend on previous experience with other companies and industries. Different generations are looking for different “added value” as they are aware of having a choice. What is a little extra you offer to your customers? Do they enjoy interaction with your brand? Are they supported when needed and is your care they are happy with?

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 SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

See Sample of Key Note Speakers and Their Case Studies.

Christiaan
MOONEN

SVP / Building ABN AMRO Contact Center 3.0

Martijn
FRANSSEN

Director Digital Transformation Customer Service

Jay
TAIT

Head of Customer Service & Operation Analytics

Corinne
BROTONS

Director, Global Digital Social Care & Contact Center Strategies

Romain
CUISINIER

Head of Social Media Servicing

Mary
MCCARTHY

People and Culture Lead - Modern Life, Gaming and EMEA Customer Service Director
Microsoft

EXPERIENCE BASED CASE STUDIES

How AI Helps to a Legacy Company to Move Forward and Break Silos

We successfully implemented speech analytics 1.5 year ago and it helped our organisation to really act on customer behaviour more precisely and quickly, and transformed the Contact Center from cost center into a value data center.

ABN Amro

Utilising Data and Analytics to Drive Improvements in Your Contact Centre

In today’s world, commitment to a data driven approach to Contact Centre analysis can provide the actionable insight required to effective change and truly optimise you operations.

Royal Bank of Scotland

AI & Humans: How to Make the Smartest Combination on Social Platforms?

With incoming volumes increasing by 40% each year, we definitely need AI to scale up our activity. On top of building chatbots, we chose to support our 250 agents by providing them an AI personal assistant.

Air France

MORE ABOUT SPEAKERS AND CASE STUDIES
HOT CONFERENCE TOPICS

Will Be Discussed

  • Chatbots capturing the data from interactions for further analytics
  • Digital transformation of the contact centre to achieve personalisation
  • Cost reduction through self-service
  • Boosting agent performance and productivity with recognition
  • Building and omni-channel contact centre
  • Effective social care
  • AI – Assisted Intelligence – supporting agents with virtual assistants
  • Predictive analytics building a knowledge base for continuous improvement
  • AI handling repetitive tasks, AI as a means of enhancing the role of agents rather than replacing them

WHAT DELEGATES SAID

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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

REQUEST BROCHURE NOW
At Allan Lloyds we understand the value of learning in groups.
Companies are therefore encouraged to avail of the below discounts:
GROUP DISCOUNT
3 or more
delegates 7%
5 or more delegates 10%
7 or more delegates 15%

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