Contact centres are increasingly important business functions within organisations, as they operate both as a key point of contact for the company’s customers and as a tool for driving sales. By enhancing customer service levels through first contact resolution, self-service and integrating multiple customer contacts, contact centres can transition from cost centres to profit centres.

This conference will bring together contact centres experts from different industries. During these two HIGHLY INTERACTIVE days you will be able to share insights and experiences, be part of 4 interactive sessions and examine best contact centres strategies.

Expert Advisory Board:

Nicola Millard, Customer Experience Futurologist, BT
Pierre-Luc Marilley, Head of Customer Care Residential, Swisscom
Rui Santos, Director of Contact Centres, Portugal Telecom

 

VP & CCOO, Vodafone Romania
Customer Service Director, Business Banking UK, Barclays Bank
VP Customer Care and Member of the Executive Board, Cablecom
Executive Director Customer Care, TDC Switzerland
Director of Call Center, Spanair
Head of Customer Care, Barclays Bank Italy
Head of CRM Project Release Management, eircom
Head of Direct Sales and Info, Customer Care Center, Dexia Bank
Head of International Operations, International Contact Centres, BTC Contact

• Learn from Barclays – “European Call Centre of 2007” how to create an Award Winning Model of call centre and create a culture for commercial and people success
• Discover how British Telecom is responding to the demands of an increasingly multichannel customer base
• Benefit from establishing Self-Service as a key strategy for contact centre as TDC Switzerland did
• Examine different Outsourcing Models and PT Comunicações experiences in off-shoring
• Explore how Swisscom has implemented “One Phase to the Customer” strategy and developed a customer centric organization
• Motivate and retain your contact centres’ employees and find out how Spanair has reduced the attrition rate
• Use your contact centre as a tool for generating profits
  
  

Vice Presidents, Heads, Directors and Senior Managers of Contact Centres, Call Centres, Sales and Marketing, Customer Care, Customer Service, CRM, Customer Experience, Telesales, Support/Help Desk and many more...