12th Annual Optimising Contact Centres Summit


Unprecedented and fast-moving events have marked the evolution of contact centres. Alongside rapidly evolving technologies a profound industry transformation has been accelerated.

What will be the driver of the technological shift? Why is employee engagement a key point in the company’s strategy plans and why is important to enhance customer agents’ autonomy? How can organisations enhance customer experience and increase satisfaction? How to be proactive and why resiliency plan is a must? The 12th Annual Optimising Contact Centres Summit has been designed to guide you through the latest topics and trends that are altering the current state of the contact centres’ field. This highly interactive business conference will provide you with answers and solutions to keep you and your business up-to-date.

Come and learn from the top industry players who through real case studies, industry insights and interactive discussions will share their experience. Do not miss your chance to enjoy limited seats and the opportunity to exchange ideas and network with senior-level decision-makers.

Join us and register today

Stay on top of the latest trends

Key speakers

Danny Dario<br><b>WINANDY</b>

Danny Dario
WINANDY

Head of Customer Sales & Service
Laszlo<br><b>BEK-BALLA</b>

Laszlo
BEK-BALLA

Head of Digital Channels & Contact Centre
Renzo<br><b>URZUA</b>

Renzo
URZUA

Global Training Manager
Thomas<br><b>REBY</b>

Thomas
REBY

Head of Hardware, Google Store and Google One, EMEA
Ulf<br><b> MICHAELIS</b>

Ulf
MICHAELIS

Director Customer Service & Sales
My<br><b> LINDSTRÖM</b>

My
LINDSTRÖM

Head of Business Development & Commercial - Customer Care


Key topics

  • Transforming customer service in a shifting world
  • What impact does the robotic technology have on the evolution of contact centres?
  • How to ensure a seamless experience regardless of the channel?
  • Why employee engagement, staff turnover reduction and development of future strategies are a key point to have in mind for business?
  • Equipping agents with the skills, autonomy and expertise to embrace customers’ requirements
  • How to enhance agents’ satisfaction and increase their feedback in turbulent times
  • How to continuously improve customer journey?
  • Optimising contact centres’ capacity to keep up in the post-pandemic world



Who Should Attend

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

  • Chief Customer Officer
  • Contact Centre
  • Digital Contact Service
  • Call Centre
  • Customer Support
  • Customer Service/Client Service
  • Self Service
  • Customer Care
  • Customer Service
  • Customer Operations
  • Omnichannel
  • Digital Care
  • Digital Channels
  • Social Care