Excellence in Contact Center and Customer Interaction Summit

 

27 - 29 November 2013    Barcelona, Spain

 

A Contact Center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. It typically includes one or more online Call Centres but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site enquiries, Web Chats and the collection of information from customers during in-store purchasing.A Contact Centre is generally part of an Enterprise’s overall Customer Relationship Management (CRM) and is typically a modern Unified Communications Solution with specialised software that enables contact information to be routed to appropriate resources, contacts to be tracked and full customer interaction history to be gathered and managed. A Contact Centre is considered to be an important element in multichannel marketing.

 

KP Morgan Group is Presenting Excellence In Contact Centres & Customer Interaction Summit, Barcelona where all contact centres & customer care experts/leaders from industry will come together under one roof to discuss and solve the greatest challenges of contact centre industry.

 

Workshops, key presentations, panel discussions, demo, live case studies, and debates on the topics:

 

-Key trends in customer management & contact centres.

-Cloud based infrastructure.

-Customer feedback surveys

-Improve customer services on basis of customer insight

-Social Media

 

 

Case studies

 

-Can web chats replace phone calls??

-Using twitter & facebook s customer care channel.

-Workforce management

-Learn from dis-satisfied customers

-Future of Contact Centers

-How to optimize channel usage (social, digital, agent etc.) to meet service cost and loyalty objectives

-Quality assurance

-Top/best tips for call quality monitoring

-Service Quality monitoring

-Performance appraisal of call center agents

-Contact center role in business success

-Gamification

-Video support

-Contact Center Apps

-Voice of customer

-First Time Resolution

-Quality of service and information via alternative channels.

 

 

Round table discussion

 

- Opportunities & Challenges in Contact Center Industry.

-Global Economic Outlook

-Global Industry Trends

-Predictive analytics

- Social Media Dashboard

- Customer Service, the new marketing in the era of the Social Customer

 

Audience

 

MOBs, Snr V.Presidents, Vice Presidents, Directors, Heads, BUMs and Senior Managers involved in:

Contact Centres, Customer Services, Call Centres, CEM, Customer Interaction and Customer Management, Customer Care and Service Quality, Quality Assurance, Social Media, Voice Solutions, Mobile and eCare, E- Capabilities, Digital Experience and Selfcare, Alternative and Cross Sales Channel Management.

 

 

Don’t miss out on the additional learning opportunities! 

 

Take part in our pre-conference workshops where you will Explore the back bone of your enterprise - Contact Centers, how to develop and manage a customer-centric organization and how to harness the power of social media to communicate with your customers and much more. If you have any questions or suggestions, feel free to contact on 0035314378575 or email Andreas.Raab@kp-morgan.com or Karen.Radley@kp-morgan.com