2021 Programme (2022 coming soon)



The Three C's of Digital Completion in Contact Centres

16 Nov 2021
Smarter Collaboration Theatre

One of the biggest challenges call centres face is not completing a sale or service in just one conversation which can mean lots of wasted time, lost revenue and unhappy customers. In this session, we'll take a look at the three C's of call centre completion: Create, Capture and Close which are key to increasing efficiency and both employee and customer satisfaction.


  • Create an understanding with your customer that you're here to get things done.
  • Capture the energy of the customer to get things done - often surprising and delighting them with a smooth and fast process.
  • Close the deal, in one call.
Howard Schulman, Digital Completion Influencer & Expert - Lightico

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