11th Annual Optimising Contact Centres Summit


11th Annual Optimising Contact Centres Summit has been designed to cover the latest trends and challenges regarding new AI-based tools and strategies in contact centres, self-service, opportunities and weaknesses of inhousing vs. outsourcing of call centre activities, data analytics, the importance of people aspect and many others. At our contact centre event you will hear from leading banks, telcos, airlines, hotels, retailers and other companies internationally that have managed to provide best-in-class service to their customers.

At this contact centre conference, leaders of top players in the cross-industry will share their valuable insights and solutions for challenges we are all facing. Take advantage of networking opportunities ensured by limited seats of this event and join us in order to share ideas with like-minded people, gain inspiration, learn from experienced C-level executives and establish important business contacts!

Join us and register today

Stay on top of the latest trends

Key speakers

Oliver VIERECK

Oliver VIERECK

Director Outsourcing Vendor Management
Darko POPOVIC

Darko POPOVIC

Group Head of Customer Service
Vitalija BARZDENE

Vitalija BARZDENE

Head of Contact Centre
Benedikt DORMANN

Benedikt DORMANN

Director Global Customer Service
Svetla SCHEIBER

Svetla SCHEIBER

Customer Success Manager
Paolo PORRATI

Paolo PORRATI

Head of Customer Service


Key topics

  • Keeping up with the customers – Anywhere, anytime, on any device
  • Visual customer engagement leading the way of a new era of contact centres
  • Is real-time, on-demand access to agents becoming a norm in 2020?
  • What are the most effective AI-based tools and solutions for contact centres?
  • Analytics becoming the driving force in all contact centres
  • Contact centres and the importance of navigating between multiple channels with ease
  • Predicting customer behaviour with AI to handle customer expectations more effectively
  • Which channels are most profitable? Measurement of interactions, holding competitive advantage



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
  • Omnichannel
  • Complaints Management
  • Digital Care
  • Digital Channels
  • Social Care
  • Social Media (Servicing)