Optimise The Balance Of Tech & AI Efficiencies, Agent Engagement & People-Focussed Customer Experiences For Fit-For-Future Contact Strategies
6th Annual | 14th May 2024 | London
Balancing Digital Transformation & Human Experiences ■ Empower Agents, Engage Employees ■ New Tech, AI & Chatbots ■ Seamless End-To-End Customer Journeys ■ Changing Customer Expectations & Behaviours ■ Hybrid & Flexible Contact Centres ■ Actionable Insights & Data ■ Internal Cultures & Employee Experience ■ VOC: Customer Service & Experience ■ Omni-Channel Strategies ■ Optimise Operational Efficiencies
08.30 Registration, Informal Networking & GIC Welcome
09.20 Morning Chair’s Opening Remarks
EMPOWER AGENTS, ENGAGE EMPLOYEES
09.20 What Does The Agent Of The Future Look Like? Discover Innovative Strategies To Engage & Retain Contact Centre Agents To Boost Employee Engagement For Successful Customer Outcomes
- Implement innovative incentives, such as gamification, that motivate and excite your call centre agents and promote loyalty to boost retention
- How well are you succession planning? Address the high turnover in contact centres by implementing strategies to attract, engage and retain agents by promoting career opportunities
- Empower customer-facing employees and agents with the right tools, technology and agency to deliver good customer outcomes
- How is the future of the workforce evolving? Adapt structures and future-proof your workforce to make room for technology working alongside the human touch
Alexandra Da Silva Rodrigues, Global Head of Contact Centres, Radisson Hotel Group
SEAMLESS END-TO-END CUSTOMER JOURNEYS
10.00 Deliver Outstanding Customer Experience With Seamless End-To-End Customer Journeys That Prioritise Eliminating Pain Points & Empower Customers To Navigate Channels With Confidence & Maximise Operational Efficiencies.
- Build customer confidence with seamless self-service experiences: restructure customer call journeys into independent engaging digital solutions, reducing costs and streamline experiences
- Tap into and eliminate customer pain points to streamline customer experience and build solutions! Build inclusive customer journeys that deliver consistent, frictionless experiences
- Break down organisational siloes and resolve disjointed customer journeys with end-to-end customer-led service design that delivers cohesive omni-channel customer experiences
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Brian Stewart, Global Head of Customer Insight, Digital Experience & Analytics, AXA Investment Managers UK Limited
