The C&UX Expo logo

18 & 19 MARCH 2020


TTEC: Sponsor of Theatre 19

Theatre 19: Sponsored By TTEC

Please note the below schedule is from the 2019 Call & Contact Centre Expo. The 2020 schedule will be released closer to the event.

    • Wednesday

      Iain Banks (VP International Markets, TTEC): Speaking in the Theatre 19

      11.00 - 11.30

      Iain Banks (VP International Markets, TTEC)
      TTEC (Talent & Technology Engaging Customers)

      Talent & Technology – How to engage with your customers using humans and technology

      Do you have the right people with the right training, tools, knowledge, and mindset?

      Lindsey Coode and Matt Watts: Speaking in the Theatre 19

      11.45 - 12.15

      Lindsey Coode and Matt Watts
      Learning Pool Ltd

      AI & learning: The truth behind the trend

      Artificial intelligence. We all talk about it being the next big L&D innovation, but how can we best use it to have a measurable impact on behaviour and performance in the workplace? In this session, we take a peek behind the magician’s curtain and get into the nitty gritty of how you can use this technology to deliver relevant and intelligent learning solutions.

      Stuart Mackie: Speaking in the Theatre 19

      12.30 - 13.00

      Stuart Mackie
      Genesys Telecommunications

      7 Steps to better CX – Your customers are talking. Are you listening?

      Today’s consumer has a wealth of choice in the way they interact with companies. It’s not possible to provide the joined-up customer journey the consumer is looking for with incomplete tools to manage it. This keynote will guide you through the 7 steps to deliver seamless customer journeys.

      Frank Sherlock: Speaking in the Theatre 19

      13.15 - 13.45

      Frank Sherlock

      The Paradigm Shift to Automated QA and Real-Time Feedback

      The opportunities to dramatically and sustainably improve Quality Assurance and agent performance in your contact centre are real. By automating the monitoring, categorizing, tagging and scoring of 100% of your agent/customer interactions, your organization can now migrate from random call manual scoring to timely, comprehensive automated scorecards and yes, even real-time performance feedback. Join CallMiner’s Frank Sherlock for a vendor agnostic overview of how real organizations are making the journey from manual scoring to designing and implementing a successful post contact automated agent scoring and real-time performance feedback systems.

      Guy Redmill: Speaking in the Theatre 19

      14.00 - 14.30

      Guy Redmill

      Is my business too small for a contact centre?

      Contact centres help businesses automate customer service and support. Yet, many think they belong exclusively to larger companies, so smaller businesses not only miss out, they don’t even consider how they can capitalise on key features to help them deliver better service. Find out how even the smallest businesses can benefit from contact centre capabilities, helping them to compete more effectively and to strengthen customer relationships.

      Mike Routledge: Speaking in the Theatre 19

      14.45 - 15.15

      Mike Routledge
      Intuitive Learning Limited

      Effective Learning Techniques in a digital world

      Our seminar presentation will examine learning techniques in a digital world and the effectiveness of traditional learning methods. We’ll look at the role artificial intelligence in digital learning. We’ll explore ROI, CSAT, employee engagement, knowledge retention and the importance of consistency and aligned knowledge in regulated environments. And finally, we’ll look at the point where training ends and learning begins and how best to bridge the gap.

      Jaymie Smith: Speaking in the Theatre 19

      15.30 - 16.00

      Jaymie Smith
      FLG (The B2C CRM)

      Is your business truly ‘open’?

      With so many communication platforms available today, it is more important than ever that we are available to meet, speak and interact in the places that our customers dictate. During this short talk, we will look at how technology can help your business be in the right place at the right time, and how automation can create instant dialogue with your potential customers.

      Elena Volozova: Speaking in the Theatre 19

      16.15 - 16.45

      Elena Volozova

      Keeping connection offline: 4 ways to increase sales with communications

      In the fast-growing digital world, it is easy to lose touch offline. While online communication channels are growing, old and proven phone calls are not giving its positions up and can bring you better and more consistent results. In this seminar we will discuss 4 ways to increase sales and stay connected regardless of location and Internet service with a help of a telephone