МЕРОПРИЯТИЯ
07 - 09 октября 2014, Барселона, Испания
5th Annual Optimizing Contact Centers Summit
5th Annual Optimizing Contact Centers Summit
will provide a platform for senior experts from the contact center industry to discuss the customer journey, how mobile devices are driving innovation, employee engagement and more! Debate the self-service makeover, the latest advances in IVR, reduce employee churn & return with concrete ideas to drive your company forward!
|
|
A Customer-centric approach is vital for your contact center. Why not WOW each customer every day? Customers expect new ways to interact. Today’s customer will decide when, how and with which device they will contact you. By not giving your customer this possibility you risk losing your client. Hear about how to work with customer dialogue, how to use IVR effectively and how to approach customers via social media. Frontline employees deliver this experience, as they are your brand ambassadors. Are the call center agents building the company's brand and delivering a high level of customer service? Employee engagement is the most pressing topic in each sector and industry right now and the contact center world is not an exception. How to motivate your staff and in turn reduce turnover in your contact center? How to train your employees in the most effective way and in so doing deliver excellent customer service? Do not miss the chance to network and discuss these issues and more with the experts from the contact center world. Join us at the 5th Annual Optimizing Contact Centers Summit and return with actionable takeaways to take your organization forward!
Key Topics
- Discuss how mobile devices are driving innovations in contact centers?
- What are the latest trends in enhancing the customer journey?
- Optimizing and personalizing IVR
- Coaching and employee engagement
- How to use online chat effectively?
- Workforce Optimization technology
- The benefits and challenges of outsourcing and insourcing
Highlights:
- Is the elimination of desk phones and passage to softphones and mobile phones the future of contact centers?
- How to build a better agent experience to keep agents happy and customers satisfied
- Benefits and challenges of outsourcing and in-sourcing
- How to streamline workflow processes in the call center?
- Self-Service Makeover – the use of chat, virtual assistants and proactive contact to provide a more engaging customer experience
- Customer-centric approach - make every customer the center of your world
Speakers from the headquarters of leading Fortune 500 companies
- Barclays
- Raiffeisen
- Virgin Media
- Abu Dhabi Commercial Bank
- Swisscom … to name a few
Pre-Conference Workshop
Workshop A Topics
- Go online, go mobile
- How mobile devices are driving innovations in contact centers
- How to use social media in the most effective way
- How to guarantee an engaging customer journey through online channels
- The benefits of Gamification - it can engage your customers and employees
Workshop B Topics
- Benefits and challenges of outsourcing and in-sourcing
- Are China and India losing their attractiveness as primary outsourcing destinations?
- Cost reduction or better service?
- Intercultural communication - are the outsourced services as good as the insourced one?
Why Should You attend
Even though many people believe that the times of live meetings are over, due to accessibility of all information via the internet, the truth is, these live meetings have become even more important than before. Our international conferences are doing more than simply educating participants. Professionals are more than welcome to communicate and share ideas with their peers, as our events provide them with ample time for networkingthrough coffee breaks, bus tours, lunches, or evening receptions. No delegate should miss the opportunity to uncover ideas and spark inspiration when networking on a personal level with other professionals from the industry.
Moreover delegates can meet new vendors and suppliers offering them innovative solutions in order to learn more about the current business climate. Everyone should understand the fact that innovative products and services are necessary to stay competitive in today’s era. On top of that, these vendors as well as suppliers know exactly what is happening in the industry as well as inside your competition.
The last question might be: “Why should I specifically attend the 5th Annual Optimizing Contact Centers Summit? „
The panel discussions bring a diversity of points of view through open, comfortable discussion led by one of the invited speakers. All attendees have an opportunity to spend considerable time discussing any topic relevant to the issues of the event. These are consistently the most enlightening sessions, and give you the largest opportunity to meet and interact with people interested in a topic that you are interested in as well.
Participants will be Vice Presidents, Directors and senior professionals involved in Call Centers, Contact Centers, Customer Service, Customer Service, Customer Support, Contact Delivery, User Experience, Loyalty and customer experience strategy, eCare & more…
We welcome teams of 3–4 participants from an organization to learn how they can work as one to enhance their contact center within their company. Attendance is limited, so reserve your space early. We keep the programs small to ensure individual attention, extensive group interaction, and one-on-one instruction
This will be a great opportunity to network with the industry’s best and discover how you can maximize the potential of your contact center.
- Understand the challenges of customer experience in current competitive environment
- Listen how Customer Service Academy can implement initiatives to ensure direct alignment between corporate strategy and daily customer interactions in the Call Centre
- Understand how Learning & Quality functions can work together with Operations to deliver Customer Experience Excellence
- Explore how Customer experience Management is backing company’s strategies to lead the market and optimize costs
- Determine how to prove the financial impact of the customer experience efforts
- Identify how turning complaints into business improvements can help an improved customer experience for all customers
- Get the latest insights on the Future Phase: Contextual Awareness
Who Should Attend
Are you involved in optimizing the customer centric approach in your contact center? Do you work in employee engagement and motivation? Are you attempting to reduce employee churn? Would you like to know more about how mobile devices are the future driver for innovation in the call center? Do you feel like newest trends in CEM must be discussed? Would you like to meet your industry peers? Would you like to learn from the mistakes of others? In case the answer to any of these questions would be “yes„ you are the right person to attend the 5th Annual Optimizing Contact Center Summit.
Do not miss a great opportunity to learn something new, discuss innovative practices, become familiar with technological changes and last but not least share valuable information and updates with your colleagues from all industries.
Who will I meet there?
This event is designed for Members of Board, C-level, Vice Presidents, Directors, Head and Senior Managers from across industry verticalsinvolved in:
- Call Centers
- Contact Centers
- Customer Service
- Customer Support
- Contact Delivery
- User Experience
- Marketing
- Training
- Mobile and eCare
- Loyalty and Customer Experience Strategy
- Digital Experience
- Sales
We welcome teams of 3–4 participants from an organization to learn how they can work as one to drive the success of a contact center. Attendance is limited, so reserve your space early. We keep the programs small to ensure individual attention, extensive group interaction, and one-on-one instruction
This will be a good opportunity to network with the industry’s best and discover how you can turn the problem to your advantage in retaining your client base.
Who will I meet there?
This event is designed for Members of Board, C-level, Vice Presidents, Directors, Head and Senior Managers from across industry verticals involved in:
- Call Centers
- Contact Centers
- Customer Service
- Customer Support
- Contact Delivery
- User Experience
- Marketing
- Training
- Mobile and eCare
- Loyalty and Customer Experience Strategy
- Digital Experience
- Sales
We welcome teams of 3–4 participants from an organization to learn how they can work as one to drive the success of a contact center. Attendance is limited, so reserve your space early. We keep the programs small to ensure individual attention, extensive group interaction, and one-on-one instruction
This will be a good opportunity to network with the industry’s best and discover how you can turn the problem to your advantage in retaining your client base.
Регистрация делегатов:
По телефону: +7 495 995 80 07
По email: Allan.Lloyds@callcenterguru.ru
Организатор: Allan Loyds Group в медиа-партнерстве с Call Center Guru
Контакты: +7 495 995 80 07 (русский) +421 252 444 221 (английский)