Explore the future of contact centres in this fireside chat led which will delve into emerging trends, technological advancements, and strategic insights that will shape the landscape over the next decade. Gain valuable perspectives on preparing for and navigating evolving customer service demands and operational challenges
Go beyond traditional customer support to make a greater impact in every customer interaction. No matter where your customers are, they experience one brand โ and your team gets one view of the customer. Proactively solve customer issues, power effective self-service, identify revenue opportunities and drive seamless journeys across channels.
Key Focus Areas:
Over 90 minutes our interactive discussion groups will give you a chance to explore the challenges and themes closest to your heart and deep dive into shared experiences from the contact centre ecosystem. Each discussion will run for 30 minutes โ with three rotations โ giving everyone a chance to explore multiple sessions.
In this session Great Sothern Bank will share how they have focused on operational excellence to transform the customer experience.
Discover how to harness data effectively to personalize customer experiences and drive engagement. This session will explore innovative techniques and case studies showcasing the power of data-driven personalization in enhancing customer satisfaction and loyalty.
In today's competitive market, understanding and leveraging customer feedback is crucial for success. This panel will delve into innovative strategies for capturing the voice of the customer and transforming insights into actionable improvements. Attendees will gain best practices, tools, and techniques for gathering and analysing feedback to drive customer satisfaction and loyalty, with key takeaways including methods to enhance customer experience, boost engagement, and implement data-driven decision-making.
Learn effective strategies and best practices for fostering employee engagement and retention. This session will cover actionable insights and proven techniques to create a supportive workplace culture that enhances team satisfaction and reduces turnover.
In this session Jackie Klus will explore how recent structure change has led to transformation in team performance and retention.
Creating diverse and inclusive workplaces is essential for fostering innovation and resilience. This panel will explore strategies for building stronger teams and cultures through effective diversity and inclusion initiatives. Attendees will learn best practices for promoting inclusivity, overcoming challenges, and leveraging diverse perspectives to enhance team performance and organizational success, with key takeaways including actionable steps for cultivating a more inclusive and dynamic work environment.
This session will delve into strategies and tools for creating efficient and effective scheduling systems that balance customer demand with employee availability and satisfaction. Attendees will learn how to leverage advanced scheduling techniques to reduce wait times, enhance service quality, and optimize resource allocation in contact centres.
This session will explore advanced forecasting methods to accurately predict call volumes and customer demand surges. Attendees will gain insights into data-driven techniques to optimize workforce planning, ensuring timely and efficient responses to fluctuating customer needs.
In today's dynamic work environment, balancing remote and office workforces is crucial for optimizing contact centre operations and effective workforce planning. This panel will explore the benefits, challenges, and best practices for integrating remote and in-office teams seamlessly, ensuring high productivity and employee satisfaction while aligning with strategic workforce planning goals. Attendees will gain insights into strategies for seamless communication and collaboration, leveraging technology to support hybrid work models, and managing performance and engagement across diverse work settings.