Theatre 18: Sponsored By FiveCRM
Please note the below schedule is from the 2019 Call & Contact Centre Expo. The 2020 schedule will be released closer to the event.
10.15 - 10.45
The Future of Intelligent Customer Service
In this session we will provide an overview of the current technological innovations taking place within online customer service, along with the most recent efforts to render self service more powerful without alienating the user. This seminar will cover chatbots, both the good and the bad, how to leverage key learnings and user feedback, and how to judge if a user query can in fact be solved through technology and automation, or whether human intervention is still required.
11.00 - 11.30
IP Integration Limited
The Fourth Industrial Revolution in the Contact Centre
The Industrial Revolution was the transition to new manufacturing processes in the period from about 1760 to 1840. This transition included going from hand production methods to machines, new chemical manufacturing and iron production processes, the increasing use of steam power, the development of machine tools and the rise of the factory system. The Second revolution used electric power to create mass production. The Third revolution used electronics and information technology to automate production We are experiencing the Fourth Industrial Revolution right now within the Contact Centre Market with Digital Workers (Robots) and Artificial Intelligence Solutions that will fundamentally alter the way we live, work, and relate to one another; The transformation will be unlike anything anyone has experienced before. Within this presentation we will draw parallels between the industrial revolution of the past and the digital workers of today and highlight the benefits to the business, the re-skilling of staff and the social effect of companies pioneering this technology.
11.45 - 12.15
New PCI DSS Guidance – How will this impact Contact Centres?
The Payment Card Industry Security Standards Council (PCI SSC) recently released updated and comprehensive guidance on protecting telephone-based card payments. This session will explain the most pertinent compliance changes and look at some of the recommendations made within the new guidance; providing much needed clarity for any organisation looking to achieve PCI DSS compliance inside their contact centre.
12.30 - 13.00
With technology at the tip of our fingers, consumers want answers fast and they want the best of everything, that includes great customer service. Join us as Vikas Bhambri, SVP of Sales & Customer Service at Kustomer, talks more about Customer Friendships. We will dive into what Customer Friendships are and how you can treat your customers more as a friend to ensure their satisfaction with your product, services and your brand.
13.15 - 13.45
ContactCenterWorld.com - Global Association
Best Practices Ideas for contact centres from around the world
Raj will share some great best practice ideas from the NEXT GENERATION Contact Centre & Customer Engagement Best Practices series he and his team host every year - all ideas are from Award Winning Centres and all from outside the UK!
14.00 - 14.30
Turn your Call Center into an Intelligent Contact Center
Today’s customer is more demanding than ever. They want to communicate with you anytime, over the channel of their choice. They expect you to know them – their services, their needs and preferences. To meet these heightened expectations requires an intelligent contact center that allows you to deliver personalized experiences that build your brand. Come join us as we explore what is needed along with a prescribed a path to getting there.
14.45 - 15.15
How Conversational AI impacts customer Self-Service - Case studies
Conversational AI in the contact center is not the next big thing—it’s already here! Learn how some of North America’s largest financial services companies moved from a high-performing touch-tone caller experience to a true artificial intelligence speech application that moves the conversation beyond the traditional, “How can I help you?” natural language application with directed speech. This session provides real-world examples of conversational speech, lessons learned, and actual contact center benefits.
15.30 - 16.00
Centers of excellence: building AI-powered multilingual hubs
Every channel, every time zone, every language. How do you delight demanding clients across multiple markets? Delivering exceptional customer experiences across multiple markets around the world is tough. Either you lack a balance between demand and supply of languages requested by your customers, or your native agents are out-of-the-office in critical moments - among other challenges.
11.00 - 11.30
How adopting elearning has positively affected ROI for Haven Claims in just 12 months
Haven Claims’ transition from classroom to online training positively affected the business and ROI in just 12 months. Lenore Brown imparts how they’ve tackled a large proportion of technical training, built an impressive course catalogue, successfully delivered numerous hours of training, and saved man-hours in the process. In this seminar, she’ll demonstrate innovative ways Haven are using elearning as more than just a training tool, and why it’s now a significant part of the organisation’s strategy.
11.45 - 12.15
How to choose the right chatbot for your business? A crash course: learn to differentiate between chatbot products
Chatbots are like teenage sex: While everyone is talking about it, nobody is doing it very well. In other words, chatbots carry a great promise that they’re yet to fulfil. Our presentation is a crash course for business professionals, that will help you make an educated decision when looking for the right vendor. We will share five questions you should ask any chatbot vendor you are discussing with, as well as five requirements to even consider getting a chatbot for your business.
12.30 - 13.00
Anywhere365 Contact Center for Dynamics 365
Anywhere365 continues to deliver innovative solutions that drive the digital transformation of business workflows: improving efficiency and customer engagement. In this seminar Anywhere365 will demonstrate its commitment to building contact center and dialogue management solutions that leverage customers’ existing Microsoft technology stack and business applications. The Anywhere365 Web Agent runs in the Azure cloud and utilizes the Dynamics 365 CIF application programming interfaces to integrate with the Microsoft Dynamics Unified Interface. This provides Dynamics 365 with the ability to integrate with rich Anywhere365 contact centre and dialogue management capabilities. Anywhere365 Web Agent supports Dynamics 365 online and on-premises for Skype for Business, Office365 (Cloud PBX), Microsoft Teams and WebRTC. Dynamics 365 users can leverage Anywhere365’s powerful Azure services for Chat Bots, Real-time Language Translation, Cognitive Services, Machine Learning and Social Media integrations. Other functionalities are IVR and ICR (Integrated Chat Response) with Azure Cognitive Services to provide real-time language detection with voice and chat translation in 60 different languages; Call and Chat Recording of inbound, outbound and internal calls and chats; Omnichannel smart routing based on numbers, skills, geography, IVR prompts, CRM data, etc.; Agent Management in real time over multiple contact center groups and skills; Outbound Dialing options from click-to-call to Power-Dialing; Call Reporting and Wallboards providing historical and real-time performance monitoring; Integration with Microsoft Flow, PowerApps, Power BI tools, and over 30 other CRM and ERP solutions.
13.15 - 13.45
OptiOp (At the touch of a button Ltd)
Driving value with quality monitoring
This seminar will compare and contrast a variety of quality monitoring methods such as manual, speech analytics and outsourced, and discuss how each can add most value to the business. Colm will show how the true value lies less in the method but in the follow-up, and proposes techniques to use to leverage the data gathered into business advantages.
14.00 - 14.30
HI (Hybrid Intelligence) in the Customer Service World
AI was thought to be the next best thing in customer service; but the promise did not live up to the expectations because there is still, as yet, no technology for ‘artificial general intelligence’. Is it possible to maximize existing AI capabilities to offer solutions that truly improve digital service? The road to a solution is via a creative thought processes, and moreover through the concept of HI: Hybrid Intelligence. HI is basically a manifestation of augmentation, when human intelligence works together with machine intelligence towards a common goal.
14.45 - 15.15
Dr Jay van Zyl & Werner Tenten
Applied Ai. Predicting and servicing consumer demands that makes them happy. A real case study.
Humans are inherently complex social beings, but there are rituals and behaviours that are predictably common. Knowing why people behave the way they do gives insight, knowing how they behave provide observations. Join Jay & Werner to learn more how the human organism is seen as an algorithm and 2 applied case studies from the world''s leading brands who engage their clients before they call, churn or rate them bad.
15.30 - 16.00
Making Digital Human
Augmented human experiences that create the right customer experiences