Partner Event: Future of the Contact Centre Conference
23RD FEBRUARY 2017
VICTORIA PARK PLAZA, LONDON
CONTACT CENTRES ARE IDEALLY PLACED TO BECOME THE BEATING HEART OF AN ORGANISATION
Contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.
Contact centres are ideally placed to become the beating heart of an organisation’s customer engagement strategy. It is the contact centre that can deliver the customer insight that is needed in a business environment where our customers are in control of the channels they choose to interact with organisations and where the customer journey is ever more complex.
Delivering great employee and customer experiences is recognised at board level globally as one of the key business differentiators driving competitive advantage and the view of the contact centre as being a cost centre is now outdated. Yes the contact centre is indeed at a tipping point and now is the time for organisations to capitalise on their unique position.
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WHAT TO EXPECT
Engage Customer will be examining the issues and challenges that face contact centres in our Future of the Contact Centre Conference. This will include:
A focus on the plethora of new technologies that are driving the contact centre forward including Robotics and AI.
The key link between engaged employees, customers and performance.
How insight and analytics can deliver consistent customer experience?
How the contact centre is pivotal to delivering – or not – on the brand promise?
The rapidly changing dynamics between self-service, social and voice contact.
The transformation of the role of contact centre agents in a digital world.
Where the contact centre fits into the customer journey and service design?