Join us for our Digital Summit - May 2022!

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Join us for our Digital Summit - May 2022!

digital summit

What is the Call & Contact Centre Digital Summit?

The Call and Contact Centre Digital Summit is the place where you can connect with the customer engagement world and develop contact centre knowledge.

Discover the latest trends shaping the future of the industry, innovative contact centre technology, and tools that are needed to help companies stay at the forefront of the ever-evolving customer engagement world.

Join us for expert-led sessions and live technology demos that can help you run your company more efficiently.

Registering for this digital summit will automatically register you for our next summit on the 13th of July!

Why attend?

Grab ideas you can easily implement in your contact centres

1

Key trends and never-before-seen product demos

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Chat with our speakers live and ask questions in real-time

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Meet the speakers!

Jay Gupta - Senior Product Marketing Manager at Talkdesk

Jay

AI for every day: Turn conversations into insights

A bit about the session:

Today’s rapidly changing world impacts customers' needs, demands, and expectations from the brands they trust. To respond faster and more precisely, companies need the right tools to capture more data from conversations and convert it into rich insights to help shape how they interact with customers and better meet and exceed their expectations.

Key Takeaways:

  • Uncover how to find patterns in customer intents and sentiments
  • Identify better ways of designing customer journeys
  • How AI can analyse conversations at scale

Meet Jay!

Jay Gupta is Senior Product Marketing Manager at Talkdesk, with over 17 years of experience working for global technology and telecommunication companies across EMEA and APAC. During her tenure with Talkdesk, she has been at the forefront of AI innovation. Jay holds a Master of Science in Information Systems and a Bachelor of Science in Mathematics both from Queen Mary, University of London.

Keynote Speaker : Nerys Corfield - Contact Center Consultant at Injection Consulting Limited

nerys

Where to invest for the Contact Centre of the Future

A bit about the session:

With so many tech vendors creating game changing, or game tweaking technologies for Contact Centres it can be tricky for buyers to decide where to invest and how to navigate the landscape.

Nerys will take a look at the challenges buyers are facing; the clarity they need to ensure the right investment path and the ways to ensure all stakeholders are seeing continual value.

Key Takeaways:

  • An appreciation of the complex landscape
  • Ideas on how to map a clearer path to the future
  • Tips on how to engage the market to ensure you are securing the most value from your investment

Meet Nerys:

Before setting up her consultancy in 2015, Nerys spent 18 years in some of the UK’s most responsive contact centre outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky.

Since founding Injection Consulting Nerys has immersed herself into the contact centre technology space and is an advisor, a consultant for and an assessor of vendor technologies.  

This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.

Tom Darnell - CCO at IRIS Audio Technologies

tom

Background Noise: How it's Affecting you and How to Fix it

A bit about the session

IRIS's panel of call centre experts discuss all things customer experience, agent wellbeing, digital transformation and how background noise affects them.

Gartner found that 81% of service leaders believe between 30% to 80% of their workforce will primarily be working from home two years from now, whilst ContacBabel estimates the industry-wide cost of repetition on calls to be a whopping £143m.

Whether your agents are WFH or on the call floor, background noise is a big issue.

Find out how our experts think we can solve this.

Key takeaways:

  • Understand how background noise can contribute to call centre agents' burnout, poor customer experience and increased cost of resolution
  • Hear our experts discuss how we can solve the problem of background noise

Meet Tom!

Tom is the Commercial and Operations Leader with extensive experience in building incredible businesses.

Sadie Restorick - COO & Co-Founder at Wellity

sadie

Background Noise: How it's Affecting you and How to Fix it

A bit about the session

IRIS's panel of call centre experts discuss all things customer experience, agent wellbeing, digital transformation and how background noise affects them.

Gartner found that 81% of service leaders believe between 30% to 80% of their workforce will primarily be working from home two years from now, whilst ContacBabel estimates the industry-wide cost of repetition on calls to be a whopping £143m.

Whether your agents are WFH or on the call floor, background noise is a big issue.

Find out how our experts think we can solve this.

Key takeaways:

  • Understand how background noise can contribute to call centre agents' burnout, poor customer experience and increased cost of resolution
  • Hear our experts discuss how we can solve the problem of background noise

Meet Sadie!

Sadie works hard to improve the psychological well-being of workforces, understanding the importance of a data-driven approach to behaviour change and shifting working cultures.

Jason Horsman - CEO & Co-Founder at Ampli

jason

Background Noise: How it's Affecting you and How to Fix it

A bit about the session

IRIS's panel of call centre experts discuss all things customer experience, agent wellbeing, digital transformation and how background noise affects them.

Gartner found that 81% of service leaders believe between 30% to 80% of their workforce will primarily be working from home two years from now, whilst ContacBabel estimates the industry-wide cost of repetition on calls to be a whopping £143m.

Whether your agents are WFH or on the call floor, background noise is a big issue.

Find out how our experts think we can solve this.

Key takeaways:

  • Understand how background noise can contribute to call centre agents' burnout, poor customer experience and increased cost of resolution
  • Hear our experts discuss how we can solve the problem of background noise

Meet Jason!

Jason is a highly driven commercial and entrepreneurial senior business leader with extensively proven blue-chip (agency and client) background in B2B direct Marketing & Sales.

Alberta Bosco - Director of Product Marketing at Puzzel

Alberta

CX relies on people and technology - How to engage people and pick technology that works for your business

A bit about the session:

Customer experience is created by two components: technology and people. Technology accelerates processes and provides tools used by people to solve problems and complete operations faster. People offer customers a sense of human connection, empathy. The two components are interconnected and without “fit-for-purpose" technology, people are not able to deliver the level of experience that customers expect.

Key takeaways:

  • How to motivate employees to deliver a great customer experience 
  • Which technology is best suited to support contact centre agents during customer interactions 
  • How to deliver an effortless and pleasant experience when your customers need help and support 

Meet Alberta!

Alberta Bosco is a product marketer and technology evangelist. She has over 15 years of experience launching and developing SaaS products and leading go-to-market strategies across EMEA and APAC in sectors such as augmented analytics, infrastructure automation, cloud and security. As Puzzel's Product Marketing Director, Alberta helps connect businesses with cloud customer service solutions built to make their lives easier.

Paul Weald - Contact Centre Innovator at MCX

paul

The Secret Sauce Recipe to Bake Performance Improvement into your Contact Centre

A bit about the session

Do you know how to deliver a measurable performance uplift across your contact centre operation – to do more with less – given the challenge of rising prices and the risk of economic recession?

All contact centres use a plethora of reports, QA checks and data, but many team members struggle to engage with that information and take ownership of their results.

Just like the Great British Bake-off, it’s time to create your own recipe for success: combining people, process and technology.

Key takeaways:

  • Define the operational problem to be solved – creating the ‘recipe for change’ for investing in performance initiatives
  • Be clear on how that will be delivered – looking through three separate lenses:
  1. Performance – through team and agent KPIs, achievements and recognition
  2. Coaching –  Team Leaders tracking events in coaching records and spotting agent behaviour change
  3. Quality – applying a consistent approach to the role of QA, not just for compliance purposes but also to recognise positive customer outcomes
  • Understand the role that innovative technology, peer-based targets and gamification can play in delivering future success

Meet Paul!

Paul is known as the Contact Centre Innovator. He has worked in the contact centre industry for 30 years with experience covering all aspects of people, process, digital operations and customer experience.

He believes that every organisation can excel in how it serves its customers – how well you deliver customer service is a true differentiator. He is passionate about creating lasting value for clients, linking contact centre performance to business results.

The trust those within the contact centre industry have in Paul shows as he has been on the judging panel of European Contact Centre Awards and UK Customer Experience Awards for over 10+ years.

Dave Vernon - Director at The Forum

Dave

Operationalising Technology & The Move to Cloud

A bit about the session:

This session is designed to open up the conversation on operationalising technology and the creation of a framework to support the successful implementation of technology changes from identification to implementation, key roles and responsibilities and the ability to pre-empt and prevent blockages and challenges. It will also examine the move to cloud and what this can mean for your organisation especially during implementation.

Key takeaways:

  • Understand items to consider when changing/implementing technology
  • Business Case to Benefits Realisation
  • The difference between UCaaS, CCaaS and CPaaS
  • Key considerations when operationalising technology
  • Pitfalls to avoid

Meet Dave!

I am an award-winning industry recognised expert with 20+ years’ experience in Contact Centre planning management. I have held senior planning positions at blue chip companies including ntl, Barclaycard, HBOS and The AA delivering transformational projects in each. I also spent 9 years previously at the Forum as Head of membership driving best practice in the contact centre and planning industry, I have also utilised my skills in a supplier environment at Alvaria Software as a Principal Solutions Consultant ensuring that current and new customers alike were delivered high quality solutions. Now back at The Forum as a Director, I look forward to once again using my breadth of industry knowledge to continue professionalising the contact centre planning industry and raising standards in customer operations

Jamie Scott - CEO of Evaluagent

Jamie

Why Conversation Analytics is the Future of Agent Improvement and how to do it right…

A bit about the session:

In this session you’ll discover:

  • What is Conversation Analytics and the challenges it presents
  • How can modern contact centres use Conversation Analytics to make them more efficient?
  • And what are the long term benefits for the modern contact centre
  • Q&A

Key takeaways:

  • Understand what Conversation Analytics is and how it is the future for the modern-day contact centre
  • Why the future is powered by AI
  • Who EvaluAgent are and how we can help them on their journey

Meet Jamie!

CEO of EvaluAgent, Jaime Scott, leads the team on their mission to fix Quality Assurance and help operational leaders improve the performance of front-line teams. With over 25 years background in Customer Experience improvement, Jaime’s career has seen him run global Quality Assurance teams and direct multi-national operations for some of the world’s most famous brands, including Barclays, Marks and Spencer, EE and Vertex, before co-founding EvaluAgent in 2012. Using real-world examples, past experiences and sharing his own hard-earned learnings, Jaime’s interactive presentations leave audiences with practical takeaways that can be used to deliver tangible improvements across the Contact Centre.

Stephen Yap - Research Director at CCMA (Call Centre Management Association)

Stephen

Research Revealed: Voice of the Contact Centre Consumer 2022 Supported by Odigo

A bit about the session:

CCMA’s Research Director will present findings from the second annual Voice of the Contact Centre Consumer research initiative supported by Odigo, exploring and tracking customer behaviours and attitudes to provide up-to-date insight for contact centre leaders in the UK.

Key takeaways:

  • Is customer service getting better or worse?
  • Is self-serve becoming normalised?
  • Which channels do people want to use?
  • How do the general public perceive careers in customer service?

Meet Stephen!

Stephen Yap is the Research Director for the Call Centre Management Association (CCMA), where he designs and delivers bespoke research on topics of interest to the contact-centre sector, encompassing themes such as customer behaviour, advisor experience, operations management and technology transformation.

Our fantastic product demonstrators!

Diana Geman-Wollach - Head of Product Marketing at IRIS Audio Technologies

diana

IRIS Clarity: Eliminate Noise from your Customer Calls

Demonstration Description:

Whether your agents are based at home (with noisy roommates) or on the call floor (Competing with their colleagues' conversations), background noise is likely a big issue; both for your agents' wellbeing and customer experience.

We'll demonstrate first-hand how IRIS Clarity's AI-driven voice isolation is able to remove background noise from your customer calls, through both VoIP and online teleconferencing platforms.

Key takeaways:

  • Keep your customer calls focused on what matters most: the conversation
  • Increase customer engagement despite noisy surroundings
  • Improve customer experience by cancelling noise on both sides
  • Boost your agents' well-being by reducing stress caused by struggling to hear the customer

Who will benefit:

- Call centre agents

- Remote call centre agents

- Customers

key takeaways
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