12th Annual Optimising
Contact Centres Summit

6 - 7 October 2021 | Vienna

Unprecedented and fast-moving events have marked the evolution of contact centres. Alongside rapidly evolving technologies a profound industry transformation has been accelerated. What will be the driver of the technological shift? Why is employee engagement a key point in the company’s strategy plans and why is important to enhance customer agents’ autonomy? How can organisations enhance customer experience and increase satisfaction? How to be proactive and why resiliency plan is a must? The 12th Annual Optimising Contact Centres Summit has been designed to guide you through the latest topics and trends that are altering the current state of the contact centres’ field. This highly interactive business conference will provide you with answers and solutions to keep you and your business up-to-date.

Hot topics that will be discussed at this annual

  • Transforming customer service in a shifting world
  • What impact does the robotic technology have on the evolution of contact centres?
  • How to ensure a seamless experience regardless of the channel?
  • Why employee engagement, staff turnover reduction and development of future strategies are a key point to have in mind for business?
  • Equipping agents with the skills, autonomy and expertise to embrace customers’ requirements
  • How to enhance agents’ satisfaction and increase their feedback in turbulent times
  • How to continuously improve customer journey?
  • Optimising contact centres’ capacity to keep up in the post-pandemic world

SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

Rafael CRESPO PENALBA

Head of EMEA-LATAM Customer Support Centres

CASE STUDY DAY 1

Talent Prevailing Over Location: Pandemic as a Booster of Talents’ Diversity

The pandemic has been a boost to accelerate some digital processes and new ways of working, especially with everything related to WFH activities. This opened the possibility to prevail talent over location, offering new opportunities to companies and employees, and at the same time creating new challenges, such as the need for new management and leadership skills, as well as how to maintain cohesion and feeling of belonging to the team.

• The pandemic as a boost to accelerate new ways of working
• Opportunities and challenges
• Our experience at Roche, Customer Support Centres in EMEA-LATAM

Ulf MICHAELIS

Director Customer Service & Sales

CASE STUDY DAY 1

Focus on Our Customer – Best in Class Programme of TEF Germany (CSS)

The Customer Service & Sales of Telefonica Germany has delivered an improvement programme that take their service out to customers in new ways that helps to build and cement relationships with them. The presentation will show how we have done in terms of approach, engagement, communication, design and how we measured the impact.

• Improvement programme – History and structure
• Focus on the customer
• Development of main drivers for customer satisfaction
• Inter-divisional cooperation
• Comprehensive & innovative communication measures

Thomas REBY

Head of Hardware, Google Store and Google One, EMEA

CASE STUDY DAY 2

Deploying AI to Power Your Contact Channels

In this presentation, we will explore how knowing your customer and deploying AI can help optimise your channel strategy and help build resiliency in uncertain times where support capability is impacted by working from home, country lock-downs and forecasting challenges.

• Creating contact journeys that can leverage AI
• "Live" contact channel optimisation through contact centre performance
• User journey differentiation through KYC and authentication
• Embedding AI as agent augmentation

Danny Dario WINANDY

Head of Customer Sales & Service

CASE STUDY DAY 2

Transformational Journey of Contact Centres

The Customer Sales & Service of Carlsberg Denmark has undergone a transformational journey, transitioning from call centre to a 360-degree customer-centric sales & service organisation. This presentation will illustrate how we have embarked on this transformational journey in terms of engaging our employees, our business, our customers as well as implementing a data-driven mindset.

• Positioning sales & service as a value generator for the business
• Taking lead as a Customer Ambassador
• Bridging cross-functional gaps and strengthening the value chain
• Creating and engaging a motivational work environment

Laszlo BEK-BALLA

Head of Digital Channels & Contact Centre

CASE STUDY DAY 2

Implementing AI-Based Voice-Analysis for Enhanced Customer Experience and Higher Efficiency

Contact centre has already been one of the key customer touchpoints for decades, but the pandemics has triggered significant increase in channel traffic. This highlights the importance of automation & efficiency improvement in all areas, including call quality assurance. AI-powered voice analysis can be a powerful tool to enhance call monitoring, in real-time, done on 100% of the calls and release QA capacities and shift them to development.

• Pandemic’s impact on customers' channel preferences
• What AI-based automatic voice analysis can bring as a value
• Concrete Inbound & Outbound use-cases for boosting efficiency, sales and customer satisfaction
• Implementation project & timeline

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

Head of Contact Centres at Raiffeisen Bank

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