Join us for our Digital Summit - July 2022

A bit about the session:

When a customer has a question, all they want is an answer and fast. Knowledge management (KM) can offer both customers and employees a single source of truth where they can find the answers they need quickly and efficiently.

In fact, Gartner predicts that digital transformation initiatives in contact centres will get stymied if organisations do not modernise their KM systems. Gartner also recommends KM as the number one technology that will transform customer, employee, and business experiences in 2022.

Join this webinar to learn how you can leverage KM to save on operational costs and improve your customer experience (CX) strategies.

Key takeaways:

Improving Agent Experience (AX)

• Maintaining compliance and regulatory adherence
• Increasing productivity

Streamlining Business Experience (BX)

• Reducing brain drain effect
• Improving and maintaining operational efficiency

Enhancing Customer Experience (CX)

• Ensuring consistent
• Response Delivering effective self-service

Meet Stephen!

Stephen Kennedy heads the EMEA solutions team for eGain. Working with eGain’s customers and prospects, he helps clients understand the benefits that can be obtained with a successful eGain implementation. Kennedy started his career with Sterling Software where he managed the Northern European support centre. Using effective knowledge during his tenure at Sterling software, he moved into a Pre-Sales role, working with prospects and customers to achieve some of the results he attained. For the last 20-plus years, Kennedy has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits.

A bit about the session:

Good customer experience is predicated on a robust operational experience and great employee experience, customer experience is not in the hands of the marketing team, it starts with your service delivery model and perhaps even before that, in this session we explore how to balance your CX Equation

Key takeaways:

• Understand how customer service is changing
• Honing the basics to master brilliance
• How does culture impacts employee experience
• How do we help team leaders in a post-covid world

Meet Garry!

Garry Gormley is an experienced Contact centre professional with nearly 20 years in the Contact centre industry, having spent a lot of time in the operation he understands the dynamics and moving parts of the contact centre and what impacts customer experience first hand.

Having spent most of his working career in the contact centres industry, supporting and leading the delivery of key projects around, Quality Assurance, regulatory change, Sales transformation and people development, Garry took this experience and set up FAB Solutions.

As a contact centre Enthusiast Garry has featured on many Podcasts and speaker events evangelising about how operational; leaders need help to spin all the plates they have to manage, to this end he also hosts his own thought leadership events through The Contact Centre Network a regular monthly event which brings the contact centre community together to tackle some of the key issues and topics impact operational leaders. 

A bit about the session

Don’t do this on your own. Learn from successful homeworking at scale case studies, the technology essentials and best practice, along with a forward thinking framework to ensure you have a future proof strategy which can adapt to the ever changing customer, colleague and commercial landscape. “Strap yourselves in” for a tidal wave of ideas, practical ideas and a few classic “don’t do’s”. Be prepared to be challenged and I will guarantee at least 1 new idea.

Meet Phil!

Phil Anderson is Director of The Forum, designing, delivering and developing thought leadership from our professional community of best practice. Since 2000, The Forum has been raising standards for customer operations through learning programmes, awards, and professional services. 

A bit about the session:

Working from anywhere is the reality for many modern contact centres. How can you approach this to ensure both the needs of your employees & customers are being met? Join RingCentral to understand how their customers have met these challenges to best equip their teams.

Learn also how RingCentral Contact Centre’s range of technologies can be deployed to make life easier for your agents, supervisors, managers & customers.

Key takeaways:

• Understand how others are meeting the challenge of hybrid working
• See how RingCentral can assist in this approach
• See the latest technology offerings from RingCentral

Meet Chris!

Prior to joining RingCentral, Chris was part of the Solutions Engineering teams at both Intrado & Merchants working across Avaya & proprietary contact centre technologies. Chris has been involved in telecommunications engineering throughout his career, starting with installation whilst on university placement before focusing on service delivery by leading managed service teams for Vodafone.

Chris is an advocate for delivering better customer & employee experiences through technology & process improvements, analysing customer scenarios to better understand the challenges faced & working to eliminate those challenges. As the Practice Lead for RingCentral Contact Center, Chris is responsible for the vision, strategy & planning for Contact Center within the Solutions Engineering discipline.

A bit about the session:

In this session we will look at:

• What areas do team leaders need to focus on to ensure they support their agents
• How being remote doesn’t have to change anything
• The importance of inform, feedback, coach, train
• The benefits for the contact centre

Key takeaways:

• Understand how to better support their remote agents
• The impact this has on delivering a great CX
• Who EvaluAgent are and how we can assist them with delivering all this

Meet Jaime!

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.

A bit about the session:

In this session we’ll demo the use of a voiceprint as your password. A voiceprint of plm. 10 seconds yields a 99%+ level of reliability. That makes voice-authentication suitable for a range of industry sectors, as single method of authentication or as an additional one.

Key takeaways:

• Contact centre managers with significant numbers of repeat callers
• How a smooth customer journey looks like for repeat callers
• Voice authentication is not that useful for contact centers that handle primarily first time callers
• Ideal for the Financial Sector, “Membership Services” and employee-focused use cases (HR, Finance)
• Available for any contact centre

Meet Maarten!

With 25 years of industry experience, Maarten is a keen listener & speaker on topics such as Artificial Intelligence, Voice and “anything realtime”. Having worked on both sides of the Atlantic, and with deep understanding of technology, Maarten’s passion is to develop & execute business models across multiple stakeholders.

A bit about the session:

Most contact centers try valiantly to understand their customers' voices.  Surveys, anecdotes and reports only tell a part of the story.  Only analytics and a little bit of elbow grease will really give the whole picture.  Learn how organizations have unlocked insights that marketing departments, sales departments, and leaders only dreamed of seeing in the past by using intelligent analytics tools.   Questions like, "How many calls yesterday mentioned my competitors, and what was the revenue we lost?" are easier than ever to answer.

Key takeaways:

• Contact Centers are sitting on mountains of unused data - How can we unlock those insights for other departments?
• Find out how Calabrio Customers have used Analytics to impact the whole organization, not just the contact center
• Learn how to use Analytics to truly understand the VOC to impact profitability and CX scores

Meet Dave!

When it comes to Contact Centers, Dave has seen it all. Starting his journey in the 90's as an agent and continuing through every role a contact center has to offer, he found his way into a role that allows him the pleasure of sharing his knowledge and experience with other folks in the industry.  And yes, he uses words like "folks".  Being a father, grandfather, bassist, podcast host and photographer combined with 20+ years of experience in the contact center industry gives Dave a unique perspective of the challenges faced by today's modern CX organizations and he looks forward to each and every interaction. 

A bit about the session:

We’ve all experienced the disruption caused by Covid; an underlying theme was the ability of forward-looking organizations to ensure ‘business as usual’ through cloud-based infrastructures and services. At CC4ALL, we’re well-positioned with our flagship CC4Teams solution to help provide contact center service capable of riding any disruption and deliver business continuity 24×7. 

But where next? A majority of businesses look set to adopt a long-term hybrid model, with employees splitting time between remote locations and the office. Unfortunately, that means businesses running legacy or outdated systems will struggle to provide this, particularly in contact center operations and departments.  

Key takeaways:

Contact Center benefits when using CC4Teams 
- SaaS solution 
- Microsoft native 
- Rise of CX 
- Lower overall costs  
- Hybrid working 
- Features contact centers need

Meet Arjan:

Arjan studied International Marketing & Management at the University of Applied Science in the Hague and proceeded to work for several IT companies. 
Arjan is a relationship builder with an eye for details and is always focused on all parties’ results. He is currently stationed in Cape Town, South Africa, where he heads up CC4ALL’s Business Development for Africa and APAC. 

A bit about the session:

Customer satisfaction has always been at the forefront of leading Swiss telco provider, Swisscom. In this session, they will give an overview of they have transformed their digital capabilities in order to meet customers in their channel of choice in order to provide the best possible customer experience and the highest first touch resolution rate.

Key takeaways:

• How to leverage digital channels in order to provide outstanding customer care
• Benefits of integrating new channel like Google Business Messages and impact on customer satisfaction
• Top tips for brands looking to provide customers with a choice of contact options

Meet Tom!

Tom has worked in the advertising and digital market for 20 years, working with brands to help them understand & engage key audiences, build reputation, improve communications and deliver real ROI from their digital engagements. Tom is the VP of International at Khoros.

A bit about the demo:

Stop making assumptions about which strategies drive success and start leveraging valuable data to make informed business decisions. Geomant Wallboard allows for easy setup, integration, and customization to ensure our dashboard solution fits the needs of you and your team. We make it easy to gather information and present it on Contact Center screens as well as desktop and mobile devices for your hybrid or remote workforce.

Benefits of the product:

Features to enhance efficiency and improve customer service

• • Flexible deployment options
  • Anywhere access
  • Threshold-based alerting
  • Scrolling marque
  • Sound alerting
  • Interactive experience
  • Dynamic content
  • Connections to live feeds like weather or news sites
  • Quick links for user interactivity
• One Easy-To-Use Application for All Display Types
  • For overhead screens
  • For agent desktops
  • For mobile devices
  • Supervisors
    • Management/supervisor customized dashboard
    • Track real-time and historical metrics
    • Certified connectors including:
      • Genesys
      • Avaya
      • Cisco
      • Salesforce
      • Microsoft
    • Enhance the efficiency of your operations
    • Optimize your workforce (wherever they are – remote, hybrid, or fully in the center)
    • Deliver an outstanding customer experience
    • Custom views with the help of our experts to deliver the right data for your agents

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