Head of Customer Service
Opportunities, how AI can be used to improve customer service and become the biggest helper and friend for the front line. The questions that will be answered during the presentation: How to increase overall contact centre customer satisfaction? What are the ways contact centre agents can build customer loyalty? How can technology and the human touch work together to create the ultimate customer experience?
Simple is not easy, but simple is powerful. Throughout history, we have seen how simple mechanisms, frameworks, and ideas can be used to create powerful solutions that stand the test of time. The insights we gain as we look at patterns help us to simplify the seemingly complex. Sara Joy will share how you can lead your teams to explore and leverage patterns to truly simplify the complexities to create delightful experiences.
Orange Spain has clearly bet to open a strong messaging channel for its customers with great operational results. Customers and Agents just love it. Nevertheless, the main objective is to convert it into the main ally for the traditional digital self-care channels
A1 Telekom Austria Group
To grow and thrive in a post-COVID world, swift digital transformations are vital. Contact centres have emerged as key central points for which organisations manage all customer interactions across various channels. However, consumers are becoming increasingly international about what types of data they share – and with whom. Such demand has led to the emergence of regulations such as the GDPR. We will present several pitfalls to avoid in order to mitigate risks as well as foster a trustworthy business advantage.