2021 Programme (2022 coming soon)



How automation changes the game for Essilor

16 Nov 2021
The Evolving Contact Centre Theatre

Discover Essilor best practices that enable them to scale their business and outperform the market. Using a cloud based platform how they were able to roll out a new telephony system across 5 sites practically by themselves demonstrating how easy cloud based systems can be implemented. Find out how Essilor put an automated dialer into practice to provide on the spot updates to customer orders without affecting headcount.

  • Discover best practices on customer journey automation
  • Learn how to optimize workforce efficiency thanks to automation and industrialization
  • How CRM integration improves the agent and customer journey.
  • How to improve reachability and agent productivity to your outbound calling by using campaigns.
  • Discover how Essilor introduced an automated dialer system to save 40k per year
  • How introducing a self-serve IVR can reduce your inbound traffic. (Essilor have reduced 400 calls per month at 1 site)
  • Learn how you can use an IVR to best route your calls based upon the customer’s needs.
Alex Carr, Customer Service Manager - Essilor (BBGR)

Sponsored by: