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.
11.00 - 11.30
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
12.30 - 13.00
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.
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.
14.00 - 14.30
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.
14.45 - 15.15
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
15.30 - 16.00
From Contact Centre to Experience Centre
In a world where Customer Experience determines the difference between success and failure, the impact on the organisation has been dramatic. None more so than on the contact centre, because in an increasingly online, digital world, the human touch has become even more critical to the customer experience! But do you really understand the impact this has on your contact centre agents, their skills, their functions, their positions? Do you really appreciate the transformation required to enable them? And have you fully equipped your agents for success? Join this session to gain insight into the implications for contact centre agents and the technologies that will enable them to deliver the CX your customers expect and deserve. 3 key delegate takeaways from session: An understanding of the vital role the human agent has in experience delivery within the digital contact centre. Awareness of the skills needed by the human agent need in the digital contact centre The technology the human agent needs to deliver optimal customer experiences
11.00 - 11.30
The New Age of Human-Centric Service
Great customer service is built on personalised customer relationships. But today, as service requests increase and customer expectations heighten, companies are struggling to deliver quality customer service at scale - often sacrificing the personal touch in favour of closing cases quickly. In this session, we will look at how AI, automation, connected customer engagement and field service can come together to solve this conundrum.
11.45 - 12.15
Steve Powell and Nerys Corfield
5 Top Tips for Investing in Contact Centre Technology
Choosing a Contact Centre technology partner is complicated. Whether you are looking for a wholesale transformation or simply want to add new contact channels the marketplace is bursting with options. Steve and Nerys spend a lot of their working days helping business navigate these options. With a combination of deep contact centre technology and operational experience this keynote will help you make the investment that is right for you.
12.30 - 13.00
Dr Nicola J. Millard
The Autonomous Customer 2020: trends shaping your future customer experience
It's the 10th anniversary of BT's Autonomous Customer research and this year we've surveyed 6000 customers across 12 countries about their expectations from customer experience, their channel choices and what role the contact centre plays in this. This presentation will unpick some of the trends, surprises and themes of 2020, as well as reflecting on what we got right (and wrong) in the 10 years since we started this research.
14.00 - 14.30
The Future of Ticketing (Customer Support/Engagement)
Ticketing is a great solution currently for dealing with customer support or engagement emails enhancing customer experience whilst providing organisational visibility, efficiencies and benefit. However, as customers’ expectations and requirements evolve and grow in the near future this will radically change the space that ticketing fills. Come along to learn more about ticketing and how this impacts on vendor decisions in the short term. 3 key delegate takeaways from session: - What change is happening - How this impacts on ticketing - What will vendor of future look like
14.45 - 15.15
How will AI impact the Contact Centre?
In this talk, Katie will explore the impact that AI will have on the future of the contact centre, from automating manual tasks to optimise staff, to thinking about how roles in the contact centre will evolve and what that will mean for today’s workforce. 3 key delegates takeaways from session: • How AI can best be used in contact centres • How to optimise staff with technology • How to prepare for the changes that AI will bring