International Conferences Conference Provider | Allan Lloyds

10th Annual Optimising 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 satisfied with? Join us at our interactive business conference to have your questions answered!

10th Annual Optimising 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. At our contact centre conference you will hear from leading banks, telcos, airlines, hotels, retailers and other cross-industry companies internationally that have managed to provide best-class service to their customers. This contact centre event will provide you with lessons learned and valuable tips shared by top players. You will also benefit from remarkable networking opportunities due to limited seats of this business event. It will be the right place for sharing the ideas, getting insights and inspiration, learning from experienced leaders and gaining important business contacts!

 

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Key speakers

Mary MCCARTHY

Mary MCCARTHY

People and Culture Lead - Modern Life, Gaming and EMEA Customer Service Director
Corinne BROTONS

Corinne BROTONS

Director, Global Digital Social Care & Contact Center Strategies
Martijn FRANSSEN

Martijn FRANSSEN

Director Digital Transformation Customer Service
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/Global 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)