International ConferencesConference Provider | Allan Lloyds

10th Annual Optimizing Contact Centres Summit


In today’s digital era, customer expectations are changing every day. The expectations are mainly shaped by advanced technology and they pretty much depend on previous experience with other companies and industries. Different generations are looking for different “added value” as they are aware of having a choice. What is a little extra you offer to your customers? Do they enjoy interaction with your brand? Are they supported when needed and is your care they are happy with?

10th Annual Optimizing Contact Centres Summit has been designed to cover all the current hot topics and challenges regarding AI and chatbots in contact centres, digital transformation, agent productivity and performance, effective social care, cost reduction through self-service, data analytics and many others. You will hear from leading banks, telcos, airlines, hotels, retailers and other companies from cross-industry internationally that have managed to provide best-class service to their customers. Come and join us to get the valuable tips, to discuss the future trends and to network with senior experts.

 

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Key speakers

Tammy MARTIN

Tammy MARTIN

Omni Channel Director
Corinne BROTONS

Corinne BROTONS

Director, Global Digital Social Care & Contact Center Strategies
Konrad SKORCZYNSKI

Konrad SKORCZYNSKI

Head of Customer Care and Customer Operations
Romain CUISINIER

Romain CUISINIER

Head of Social Media Servicing
Jay TAIT

Jay TAIT

Head of Customer Service & Operation Analytics
Christiaan MOONEN

Christiaan MOONEN

SVP / Building ABN AMRO Contact Center 3.0


Key topics

  • Chatbots capturing the data from interactions for further analytics
  • Digital transformation of the contact centre to achieve personalisation
  • Cost reduction through self-service
  • Boosting agent performance and productivity with recognition
  • Building and omni-channel contact centre
  • Effective social care
  • AI – Assisted Intelligence – supporting agents with virtual assistants
  • Predictive analytics building a knowledge base for continuous improvement
  • AI handling repetitive tasks, AI as a means of enhancing the role of agents rather than replacing them



Who Should Attend

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors, Heads of departments from banking, telecommunication, pharmaceutical, aviation, hospitality, retail and automotive industries involved in:

  • Contact Centre
  • Call Centre
  • Customer Service
  • Self Service
  • Customer Care
  • Customer Operations
  • Customer Support
  • Customer Contact
  • Omni channel
  • Complaints Management
  • Digital Care
  • Digital Channels
  • Social Care
  • Social Media (Servicing)