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11th Annual Optimising Contact Centres Summit

6 - 8 October 2020 | Vienna / Online

11th 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, opportunities and weaknesses of inhousing vs. outsourcing of call centre activities, data analytics, the importance of people aspect and many others. 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 challenges we are all facing. Take advantage of networking opportunities ensured by limited seats of 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!

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Now Hosting: WEBINARS

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 SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

See Sample of Key Note Speakers and Their Case Studies.

Paolo
PORRATI

Head of Customer Service

Vitalija
BARZDENE

Head of Contact Centre

Björn
SJÖLANDER

Performance Manager, Customer Support Centre

Svetla
SCHEIBER

Customer Success Manager

Darko
POPOVIC

Group Head of Customer Service

Alexandra
DA SILVA

Strategic Advisor for Global Contact Centres

Benedikt
DORMANN

Director Global Customer Service

Oliver
VIERECK

Director Outsourcing Vendor Management

Jens
KANNLER

VP Partner Management Customer Service

EXPERIENCE BASED CASE STUDIES

Service Excellence for Scale Ups in Hypergrowth

How do you support growth with service? And how do you do so in fast growing start-ups, which are called scale ups?

N26

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.

Microsoft

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. current situation, in which the customer service is being transformed from a service element to a commercial level.

Generali

HOT CONFERENCE TOPICS

Will Be 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

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

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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