The C&UX Expo logo

18 & 19 MARCH 2020


Heyware: Sponsor of Theatre 22

Theatre 22: Sponsored By Heyware

Heyware’s cloud-based platform help customer services organisations to do things right and thus increase customer satisfaction while decreasing costs.

Studies show that almost 75% of all errors that are made in is non-agent related? Yet existing QA software handle expensive errors on agent level - not process level. Our software identifies both agent and process level quality flaws and provides easy follow-up and management overview.

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

    • Wednesday

      Rolf Adamson, Senior Vice President, Customer Contact Centres: Speaking in the Theatre 22

      11.45 - 12.15

      Rolf Adamson, Senior Vice President, Customer Contact Centres

      How high performance organisations increase CSAT while decrease costs

      Get insights into how high performing, customer centric organisations work with quality and knowledge processes. These processes ensure consistent high levels of Customer Satisfaction as well as provide insights into the drivers of business performance. Turning a touchpoint into listening posts is crucial for companies who want to achieve consistent high Customer Satisfaction. You will get practical, hands-on examples of how to approach implementation of effective quality and knowledge processes.

      Ross Sleight : Speaking in the Theatre 22

      12.30 - 13.00

      Ross Sleight

      Data as the catalyst for Digital Transformation

      Exploring the role of data in a digital transformation strategy, Ross will examine the different stages of the journey to digital transformation from digitisation through to digital reinvention, showing how leveraging relevant internal and external data sources can create excellent customer experiences, improve business efficiency and grow revenue.

      Matt Dyer & Simon Thorpe: Speaking in the Theatre 22

      13.15 - 13.45

      Matt Dyer & Simon Thorpe

      Impact of Self Service on your Agent population

      Most companies strive to create frictionless self-service options for their customers in order to reduce avoidable contacts and improve the service experience. The result means that most agents now have to contend with complex and often highly evolved customer interactions testing their knowledge and engagement more than ever before. This seminar will focus on practical ideas on how to maintain an engaged workforce and how to deliver greater value from your frontline teams.

      Jeff Knight: Speaking in the Theatre 22

      14.00 - 14.30

      Jeff Knight
      InGenius Software Inc.

      Successfully Blend Omni-Channel and Open CTI in Your Contact Center

      The voice channel remains as important as ever as companies bring digital channels into their contact centers. Join us for an exploration of how to combine Salesforce Omni-Channel and Open CTI, resulting in blended agents that handle interactions from phone, email, live chat, text message and more. Learn how Salesforce customers like Expedia and United Wholesale Mortgage use Omni-Channel to keep agents productive, optimize workflows and improve the customer experience.

      Simon Beeching: Speaking in the Theatre 22

      14.45 - 15.15

      Simon Beeching
      Syntec CardEasy

      Securing card payments in call centres, whilst improving customer experience

      New international guidelines on payment card data security and Syntec’s own consumer research confirm that ‘DTMF’ keypad payment by phone technology is the new standard for call & contact centres. Consumer reluctance to read out card details over the phone is not surprising given widespread data breaches, so the industry best practice, case studies and demos included in this seminar will explain this solution to both consumer expectations and also PCI DSS compliance, with benefits for customers and contact centre operations alike.

      Steve Powell and Tony Burgess: Speaking in the Theatre 22

      15.30 - 16.00

      Steve Powell and Tony Burgess
      Atos Worldline & Unify

      Re-humanising the contact centre

      Automation, AI and digitisation are changing the contact centre beyond recognition, delivering potentially unprecedented productivity improvement. However, contact centres are there to help people engage with brands, and thus we need to recognise the potential of the human. Technology has its place, but what is paramount is creating a personal experience that is excellent for the customer and agent alike.