Deliver Seamless, Omni-Channel Customer Journeys & Customer-Centric, Loyalty-Boosting, Fit-For-Future Contact Centre Experiences
Empower Agents, Harness Tech & Boost Efficiencies To Deliver Seamless, Omni-Channel Customer Journeys & Customer-Centric, Loyalty-Boosting, Fit-For-Future Contact Centre Experiences
Tap Into The Evolving Customer Voice, Behaviours & Expectations To Unlock Exceptional Customer Experiences & Deliver Seamless End-To-End Journeys • Intuitive Omni-Channel Experiences Which Smoothly Guide Towards Tech, Automation Or Agent Interaction & The Human Touch • Attract, Engage & Retain Agents & Enhance Internal Cultures • Optimise Operational Efficiencies & Maximise Resourcing • The Future Of The Contact Centre & Remote & Flexible Operations
A One-Day, Brand-Led Conference & Networking Event, 7th October 2022, One America Square Central London. Group Discounts Available - Send 4 For 3!
08.30 Registration, Informal Networking & GIC Opening Remarks
09.00 Morning Chair’s Opening Remarks
Cam Wilson, Customer Insights Lead, Huel
NEW TECH, AI & SELF-SERVICE - ENHANCED FOCUS!
09.10 What Can Tech Provide For Our Customers? New Tech, AI, Automation & Self-Service Design To Improve Resolution Time, Increase Customer Satisfaction & Minimise Operational Costs
- AI, automation and tech has come so far! How can we break down the connotation of poor experiences and remove fear around tech applications to reap the benefits?
- From new idea to business as usual: how can you ensure you have the knowledge, skillset and resources required for successful integration of future-trending tech such as WhatsApp, voice tech, screensharing and other AI tools into contact centre operations and business frameworks?
- From vulnerable customers to different drivers and goals, build in failsafe responses which pivot from automation to agent contact where needed
- How can we influence customer behaviours to encourage interaction with digital and self-service options for more cost-effective, secure and potentially speedier resolution?
- As the pandemic has accelerated the drive towards virtual customer services, what is the future of digital connectivity?
Eugene Neale, Director of Business IT and CX Engineering, loveholidays
BONUS SESSION
09.30 Compassionate Conversations: The Science Behind Vulnerable Customers
Ziba Goddard, Chief Consulting Officer, cowry consulting
Raphy March, Chief Design Officer, cowry consulting
VOC: CHANGING EXPECTATIONS & BEHAVIOURS - PANEL DISCUSSION & Q&A
09.45 360° Strategies: Level Up Customer Insights & Data Strategies For Responsive, Customer-Driven Contact
- Soaring customer expectations getting you down? What are the easiest, most effective ways to level up the experience and what lessons can we take from other sectors?
- Leverage CRM to dig into the data and analytics to understand exactly why a customer is getting in contact
- Maximise data opportunities with strategic CRM integrations for a 360° view of customer insights and analytics which increases agility, responsiveness and resource deployment
- From asynchronous messaging and self-service to telephone, what are customer behaviours telling us about what they want their contact to look like and how is this evolving?
- Incorporate social media and online review portals into strategies which quickly action complaints to enhance response times and company reputation
Olivia Chambers, Customer Insights Manager, Huel
Katie Greer-Thompson, CRC Future Customer Experience Delivery Manager, Jaguar Land Rover
Kate Birtles, Customer Services Director, Biffa
END-TO-END CUSTOMER JOURNEYS & INSIGHTS
10.15 Design Intuitive Journeys & Minimise Pain Points To Achieve Responsive, Engaging Customer Contact & Experiences Across All Channels
- Generate data-led overviews of customer journeys from first interaction to post-contact care to review demographic trends and optimise experiences
- With contact centres back to the forefront of CX, how can we embrace digitisation to make seamless, effortless connections with customers across all our channels and frontline agents?
- Locate and address the pain points in customer journeys to smooth out automated flows or provide timely, seamless switches to agent intervention
- One size doesn’t fit all! Interrogate your customer contact to seek opportunities for personalisation to maximise comms, offer relevancy and enhance loyalty
Damian Coulton, Customer Service Director, SSE Business Energy
10.35 Morning Refreshment Break With Informal Networking
THE VALUE OF HUMAN INTERACTION
- Complex interactions, vulnerable customers and emotionally-charged topics: identify where human assistance is absolutely essential and ensure these customer enquiries are escalated to the right agent to provide the right customer care
- Develop agency in your agents! Train and empower agents to deliver responsive, tailored and personalised customer engagement
- Staffing issues, wait times, systems not aligning with customer experience history... how can we alleviate the barriers to quick, effective and personable customer servicing?
- Increased value transaction, reduced complaints, enhanced loyalty... how can we demonstrate the value-add of telephony where it is just often seen as a cost?
REMOTE & FLEXIBLE SERVICE DELIVERY
11.25 As Post-COVID Employee Expectations Around Flexible & Homeworking Evolve, What Could & Should This Look Like As A Long-Term Contact Centre Model & How Can It Benefit Both Business & Agents?
- As business in general trends towards hybrid working to what extent can we widen our talent pool and secure top-level talent by offering remote customer contact positions?
- Do agents need to be in one location? What is needed in terms of data, training and tools to trust agents to deliver top-of-the-range customer service wherever they are based?
- Can we seize the opportunity to broaden our customer offering and increase staffing around peak demand with more flexible communications delivered by flexible-hours agents? And what tech is needed to support this?
- Recognise the pressure hybrid or remote working places on team leaders to ensure training and performance are managed and productivity and agent engagement levels are high
- Better understand and navigate the barriers of remote contact to create a strong sense of company identity and personal belonging during the recruitment and onboarding period, and bolster engagement and motivation
Julia Walker-Smith, Associate Director, Underwriting, Services & Customer Support, BGL Insurance
BONUS SESSION
11.45 Bonus Session Reserved For NICE - Agent Engagement: The Power to Empower
The contact centre attrition rate continues to be very high, with almost a third of agents actively looking for a new job at any given time. Attracting and retaining today’s agents requires more than just a competitive compensation package. Agents are looking for more flexibility in their work-life balance along with more support and guidance in their day to day working with customers. Join this session to understand how NICE CXone can provide your organisation with the tools required to attract and retain the best agents.
Gregg Widdowson, Director, Sales Engineering EMEA, NICE
ATTRACT, ENGAGE & RETAIN AGENTS - DOUBLE PERSPECTIVE (PERSPECTIVE A)
12.00 In A Difficult Recruitment Climate, Develop Stand-Out, Benefit-Driven Talent Strategies To Attract, Engage & Retain Agents
- Temperature-check and analyse the roots of attrition to retain talent and build effective employee value propositions which appeal to today’s workforce and mould a sustainable working culture
- Build up your employer branding for solid recruitment strategies which expand your talent pool
- How can you maximise contact-centre specific employee engagement approaches when calls are back-to-back and time equals money?
- Retention, retention, retention: L&D and training strategies to light a fire in agents, define purpose and keep their role exciting, engaging and autonomous
Graham Young, Manager Customer Operations - Aviation & Joint Venture Board Director, Shell
BONUS SESSION
12.20 Bonus Session Reserved For Twilio
Nick Stone, Contact Centre Specialist, Twilio
ATTRACT, ENGAGE & RETAIN AGENTS - DOUBLE PERSPECTIVE (PERSPECTIVE B)
12.35 In A Difficult Recruitment Climate, Develop Stand-Out, Benefit-Driven Talent Strategies To Attract, Engage & Retain Agents
- Temperature-check and analyse the roots of attrition to retain talent and build effective employee value propositions which appeal to today’s workforce and mould a sustainable working culture
- Build up your employer branding for solid recruitment strategies which expand your talent pool
- How can you maximise contact-centre specific employee engagement approaches when calls are back-to-back and time equals money?
- Retention, retention, retention: L&D and training strategies to light a fire in agents, define purpose and keep their role exciting, engaging and autonomous
Dawn Cronogue, Director Commerical Operations, Brakes
12.55 Morning Chair's Closing Remarks
13.00 Lunch & Networking For Delegates, Speakers & Partners
14.00 Introductory Remarks From The Afternoon Chair
Dawn Cronogue, Director, Commercial Operations Brakes
INTERNAL CULTURES & COLLEAGUE EXPERIENCE - PANEL DISCUSSION & Q&A
14.10 Cultivate A Customer-Centric Contact Centre Culture Where Agents Are Connected & Independent, Add Value & Feel Valued
- Happier agents, happier customers: methods to promote wellbeing and support initiatives in offline and online spaces to maintain engaged teams and keep spirits high
- Future pipelines: take care of the next generation by fostering opportunities for progression, agent-to-agent knowledge sharing and creating a culture of connection and support
- Manage business change and transformation to reposition contact centres and customer experience as central and pivotal to the organisation and ensure that value is communicated to our front-line workers
- How can we do more to recognise direct correlation between agent action and high CSAT and NPS scores and celebrate success?
Michael O'Brien, Head of Fraud Prevention - First Customer Contact Centre, FirstGroup Plc
Dimple Pattani, Head of EMEA Customer Support, GoCardless
Charlie Adams, Customer Service Operations Manager, Vitality
BONUS SESSION
14.40 Bonus Session Reserved For Talkdesk - AI For Every Day: Turn Conversations Into Insights
Today’s rapidly changing world impacts customers' needs, demands, and expectations from the brands they trust. To respond faster and more precisely, companies need the right tools to capture more data from conversations and convert it into rich insights to help shape how they interact with customers and better meet and exceed their expectations.
What will this session bring?
- Uncover how to find patterns in customer intents and sentiments
- Identify better ways of designing customer journeys
- How AI can analyse conversations at scale
Kezia Downing, Product Marketing Manager, Talkdesk
CASE STUDY: INTELLIGENT ROUTING BASED ON PERSONALITY MATCHING
14.55 A New Viewpoint On Reducing Customer Effort By Routing Them To The Best Agents Based On Agent & Customer MBTI Personality Types
- With customer engagements two-thirds “feel,” and one-third “do,” traditional soft skills are not the sole means to reduce customer effort
- Taking it a step further: language guidelines customized to better serve different customer personality types and resolution preferences
- Measure lexical diversity & communication style patterns by speech analytics, NLP & ML and improve your FCR, CSAT & AHT
Yana Kirilova, Head of Customer Service, BNP Paribas Personal Finance
BONUS SESSION
15.15 Bonus Session Reserved For Q4ME Limited: Give Customers What Money Can’t Buy
- Resolve queuing frustration
- Make ‘waiting on hold’ a thing of the past
- Enhance customer experience & NPS
- Improve call centre staff’s mental wellbeing
- A simple partnership opportunity
Matthew Norbury, CEO, Q4ME Limited
15.30 Afternoon Refreshment Break With Informal Networking
OPERATIONAL EFFICIENCIES - BEST PRACTICE
16.00 Constantly & Consistently Deliver More & Better With Less: Tactics Which Identify Waste & Inefficiencies & Spark Change To Increase Operational Efficiencies
- From tech to staff… strengthen operations to build business continuity and resilience into the contact centre function for unshakable customer services
- Strategically develop dashboards for at-a-glance contact centre management overviews which identify operational inefficiencies and potential savings within the current contact centre framework
- Embrace the right technology and RPA for your contact centre to replicate and accelerate processes and save time, resources, and effort
- Pressure-test your technology to ensure that it stands up to high customer demand, staffing gaps and new digital upgrades
- We can and have responded to drastic change! How can we learn from this to make continuous improvement part of day-to-day life and develop forward-thinking mindsets?
Richard Murray, Global Customer Services Director, Cambridge University Press & Assessment
CONTACT CENTRE EVOLUTION - PANEL DISCUSSION & Q&A
16.20 From Tech To Agents, From Infrastructure To Customer Demands: What Are The Building Blocks For The Contact Centre Of Tomorrow?
- Big ship to turn: how can large-scale, legacy organisations ignite a business-wide desire for change and achieve agility in digital and people strategies?
- How can we not only build our vision but communicate it so customers, colleagues and the wider business see the strategic and added value of contact centres?
- Leverage customer and colleague feedback to guide transformative strategies for truly people-centric servicing
James Revell, Director of International Contact Centres, Air France-KLM
Lucie Child, Strategy Manager, Customer Care, The Very Group
Ian Webber-Rostron, Customer Experience Director, Club L London
16.50 Afternoon Chair’s Closing Remarks
Dawn Cronogue, Director, Commercial Operations Brakes
17.00 Official Close Of Conference
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