- 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
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
SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES
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
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
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.
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
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
