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ExCeL LONDON

Ring Central: Sponsor of CCC Keynote Theatre 2

CCC Keynote Theatre 2: Sponsored by Ring Central

RingCentral is a leading provider of cloud-based global collaborative communications solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral unifies voice, video, team messaging and collaboration, conferencing, online meetings, and integrated contact centre solutions.

    • Wednesday

      Neil Titcomb: Speaking in the CCC Keynote Theatre 2

      11.00 - 11.30

      Neil Titcomb
      Odigo

      AI & Customer Experience – Latest Trends

      AI is being increasingly deployed in the contact centre environment. But what type of companies and for what purpose are AI driven solutions being deployed and where is it making an impact? How can it be used to personalise, automate and transform customer experiences, whilst not alienating customers and demonstrating value to all involved. Join Odigo for a unique session based on findings from Senior Business Decision Makers surveyed. Based on senior executive research, this presentation will look at the key trends and attitudes identified, the adoption of such technology and the reality of successful implementation. Three key delegate takeaways from session: 1. AI Industry insights & current trends 2. Learn how AI has been implemented in contact centres 3. How organisations currently view the use of AI in the contact centre

      Daniel Ord: Speaking in the CCC Keynote Theatre 2

      12.30 - 13.00

      Daniel Ord
      OmniTouch International

      How to make your Contact Centre Agents more Productive

      There are right ways to bring out productivity in the Contact Centre - and wrong ways. But the most interesting ways have to do with metric redesign, channel optimization and other decisions made by the management team. In this session, we'll look at the 'old' ways of looking at productivity and emerging 'new' ways that will keep your Contact Centre firmly on the CX path.

      Dominique Pfeffer and Shameem Smillie: Speaking in the CCC Keynote Theatre 2

      13.15 - 13.45

      Dominique Pfeffer and Shameem Smillie
      Mitel and Google

      Using the power of Google Cloud CCAI to transform your CX

      Automated. But always personalised. Every customer engagement needs to be fast, smart and seamless. Many businesses are looking to embrace cloud technologies and AI to help provide better, more helpful customer experiences and personalized, intuitive customer care from the first "Hello.” Hear from Google & Mitel on how you can use the power of AI to personalise, automate and transform customer experiences to make every connection count.

      Zack Taylor: Speaking in the CCC Keynote Theatre 2

      14.00 - 14.30

      Zack Taylor
      Cisco

      Yesterday and Today, The Future of Your Contact Centre

      Contact Centres are transforming at an amazing rate, yet they often depend on precepts that have been in place for years. This informative session will blend the old with the new, allowing the attendees to better prepare for the future of their contact centre. 3 key delegate takeaways from session: 1. 3 things that will never change about how contact centres operate 2. 7 emerging trends that are dramatically impacting the future contact centre operations 3. How to navigate the future of your contact centre operations.

      Clare Muscutt: Speaking in the CCC Keynote Theatre 2

      14.45 - 15.15

      Clare Muscutt
      CMXperience Ltd

      How to be Awesome at Transformation

      When businesses decide to transform and base their approach on cost saving or digital, the results are often not as Awesome as they hoped for. The outcome may well save money and/or land new tech, but the unintended consequences include causing new customer pain points and disengaging employees. Clare Muscutt joins us to share her insight into how applying design thinking can provide an alternative, more people centred approach that can still get the business benefits you hoped for but, as an outcome of creating a clear vision and roadmap that starts by understanding and improving the customer and employee experience, first. 3 key delegate takeaways from session: • An understanding of the 3 levels of business transformation • An appreciation of the design thinking discipline • Ideas for how you can apply design thinking to be more people centric in your approach to transformation