Excellence in Contact Centres & Customer Interactions
Word of Chair
The world continues to change at break neck speed, meaning there is no longer ‘the norm’ and standing still, in reality, means going backwards! Customers have never been so powerful, both in terms of having a voice and the multitude of purchasing opportunities and channels they have. This new ‘digital’ world means that customer expectation is constantly shifting, therefore there has never been a more important time to understand what ‘good looks like’. Our aim is to help with the understanding and sharing of best practice in all aspects of Contact Centre & Customer Interaction Management. This is essential to the long term success of every organisation.
ICEM Event Overview
KP Morgan Group is Presenting Excellence in Contact Centres & Customer Interaction Summit, Barcelona where all contact centres & customer care experts/leaders from industry will come together under one roof to discuss and solve the greatest challenges of contact centre industry. This is a perfect opportunity to share best practices with peers facing the same challenges. Every activity that the company accomplishes is part of the system that brings the perceived value that a customer receives.
The Barcelona ECCCI Summit is targeted for Telecom & Banking professionals who are always seeking for new opportunities, visionary ways of conducting performance. The focus will be both on key top line items that will help generate positive CE through Contact Centres and the cost infrastructure with a view to increase profitability. The speakers will be presenting real life examples in this context in addition to frameworks presented by external agencies. Various plenary sessions will be held in parallel to ensure that time is used effectively to manage different needs of the audience.
Conference Benefits
- Key Note Presentations- best speakers from three continents.
- Networking/ Benchmarking Benefits
- Teambuilding ( majority of companies are sending large groups)
- Session Contents
- Best Practices
- Training
- Vendor Contact
- Current Technologies
- Future Processes Explorations
- Real Life Case Studies
- Opportunity to meet top expert and decision makers from telecom and banking industry under one roof
- One to One Meeting / Group Discussions/ Q & A sessions
- Save more than 20% – Register now!
Key Topics at Glance
- Video Call Centres
- Key trends in Customer Management & Contact Centres
- IVR & visual IVR and how to save money and improve Customer Experience
- Launching a Gamification Practice in Your Contact Center
- The Workforce Intelligent Contact Center – A Session on Innovation and Best Practices
- Future of Contact Centres, where you will be in 3 years and how you do get there!
- Challenges & new trends in Call Centre industry
- Increasing Call Centre effectiveness with First call resolution
- Best tips for Call Quality monitoring
- Quality of services and information via alternative channels
- Call Centre strategies – How to reduce the cost of your Call Centre and increase the value of each call?
- Best Practices in Workforce Optimization
- Does Your IVR Live Up to Your Customer’s Expectations?
- Engaged Agents
- To From Multi-channel Omni-channel – the future of retail banking and Telco services
- Self-service tools – is it all about IVR
- Incorporate VOC in Quality Assurance Process
- Best Practices in Workforce Management
- IVR and Self Service Demo
- Best Practices in First Contact Resolution
- Best Practices in Quality Assurance
- Planning, modelling, and decision-making in your complex contact centre operation
- Best Practices in best Technologies
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СПЕЦИАЛЬНЫЕ ЦЕНЫ
ТОЛЬКО ДЛЯ ЧЛЕНОВ СООБЩЕСТВА
Call Center Guru
ОПЛАТА В РОССИИ В РУБЛЯХ РФ
ПО КУРСУ ЦБРФ + 3%,
НДС НЕ ОБЛАГАЕТСЯ, или в ЕВРО
КОНФЕРЕНЦИЯ
2 дня (09-10.11.2015)
- €1.690
в стоимость включено:
- участие в конференции 2 дня;
- питание в течение работы конференции (кофейные паузы, ланчи, вечерний коктейль);
- за дополнительную плату предоставляются услуги переводчика (цена согласовывается);
- перелет, трансфер, проживание не включены и оплачиваются участником самостоятельно;
- уточняйте у нас специальные цены на проживание делегатов в гостинице в месте проведения.
СКИДКИ
3 и более делегата - скидка 10%
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