|
Dear participants,
It is my pleasure to invite you to the 6th Annual Optimizing Contact Centres Summit!
This year the tradition continues and all the contact centres experts will gather in Barcelona in October to discuss the biggest issues and challenges they are currently facing in their Contact Centres.
In 2015, we would like to continue for the 6th time with this successful event and provide you with a platform for the real professionals to share their knowledge and practical skills, enabling all participants of this world-class event to gain insight into current challenges in contact centres, call centres and customer services in general. You will find answers to many questions from different areas such as Customer Experience in Contact Centres, new methods and trends in Contact Centres, Customer Satisfaction, Omni-channel platform, Cloud-based solutions, digitalization, motivation of the agents, future of self-services, First Call Resolution, modern technologies for Contact Centres in 2015 and other issues within this field
I am looking forward to welcoming you personally to the 6th Annual Optimizing Contact Centres Summit in Barcelona in October.
Vladka Krasinska
Conference Producer
Benefits of attending:
- Understand the importance of customer services in Contact Centres and its impact on loyalty and customer satisfaction
- Hear about new technologies and methods used in Contact Centres
- Discover the effectiveness of speech analytics, gamification, voice biometrics, First Call Resolution and other technics in Contact Centres
- Analyze the reason of inbound calls and methods of eliminating the unnecessary calls
- Explore the future of self-services and implementing an effective self-serve strategy
- Learn how to motivate the agents in the Contact Centre
- Gain insight how to transform the future of Customer Experience in this new digital world
- Determine technologies which are simplifying the contact center environment
- Find methods how to deliver the right information in the right time through the right channel
Event overview:
The importance of customer services and the effectiveness of contact centres is currently crossing all businesses and industries. Effective CRM is necessary for achieving satisfaction and loyalty of the customers and that’s the goal of every company.
The impact of technological innovations is effecting every industry around the globe and contact centres are not an exception. Are on-premise contact centres outdated? What is the future of contact centres? Customers are using the applications and internet solutions more and more, so it looks like the real personal contact will almost disappear. Therefore it is necessary to use every chance when the agents are in contact with the customer to ensure their positive customer experience and satisfaction.
At the 6th Annual Optimizing Contact Centres Summit you will find out how to transform the future of customer experience in this new digital world, the pros and cons of cloud-based contact centre, the future of self-services, advantages of a speech driven IVR, how to drive revenues with NPS and efficiency with First Call Resolution, how to use voice biometrics, how to motivate agents and cut costs in your contact centre and many other topics. Join this event and you will meet the professionals from different industries and the top companies on the market such as Barclays, Swisscom, TalkTalk, DHL Express, Deutsche Telekom, Abu Dhabi Commercial Bank, NH Hotels, Orange, Virgin Media, Melia Hotels and others.
Who will I meet there:
Expected attendees will be Members of Board, Vice Presidents, Directors, Head and Senior Managers from telecom, banking, hospitality and retail industry involved in:
- Contact Centres
- Call Centres
- Customer Services
- Customer Operations
- IVR
- Telesales
- Customer Care
- Social Media
- Reservations
- Customer Relationship
- Contact Management
- Omni-channel
- Digital Experience
- Channel Management
- Customer Experience
- Customer Contact
- Inbound and Outbound
- System operations
Why should you attend:
Would you gain from meeting leading professionals involved involed in Contact Centres in the Telecoms industry? Would you like to learn how senior experts are approaching the same issues that you are facing? Are you interested in the latest trends in the industry? Is so then you are the right person to attend the 6th Anual Optimizing Contact Centres Summit (13th – 15th June, 2015).
Do not miss a great opportunity to learn something new, discuss innovative practices, trends, and last but not least share valuable information and updates with your colleagues from the Telecoms industry.
Venue:
The 6th Annual Oprimizing Contact Centres Summit will take place in Barcelona. Specific hotel venue will be announced soon.
Things to do in Barcelona:
One of Barcelona's top attractions for tourists is admiring the city's modernista architecture, and the works of Antoni Gaudí in particular.
Picasso's Barcelona, where he spent his early years, was beautiful and vibrant.
Follow the footsteps of the artistic genius as you visit the landmarks that shaped his youth.
Montjuïc mountain is the perfect place for a leafy stroll with great views.
|
Key Topics:
Have a look at the main case studies and topics to be discussed by our expert speaking panel:
- Improving Customer Experience and its positive impact on Call rate
- How to motivate agents to become sales killers?
- Cloud versus on-premise: a key decision for your contact centre?
- How to transform the future of customer experience in this new digital world?
- Is self-service the future of customer service?
- Speech as a simplifying technology in a contact center environment – Voice biometrics pilot
- From NPS to FCR - Impact exerted by driving both indices
- First contact resolution as the pillar to succeed in Effortless experience
- How does Customer Experience transformation program contributes Customer Service Excellence?
- Premium, Online and Segmentation in Customer Service – Optimizing Quality Standards and Cost Efficiency in the Contact Centre
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, включая НДС 21% Испании
СЕМИНАР + КОНФЕРЕНЦИЯ
3 дня (13-15.10.2015)
€2.990
КОНФЕРЕНЦИЯ
2 дня (14-15.10.2015)
€2.390
в стоимость включено:
- участие в мероприятии 2 или 3 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.
- возможность перемещения между 6th Annual Optimizing Contact Centres Summit и 6th Annual Customer Experience Management Summit
СКИДКИ
3 и более делегата - скидка 7%
5 и более делегатов - скидка 10%
7 и более делегатов - скидка 15%
|
.png)
