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Chair’s Report From Hall 2

The 2019 Future of the Contact Centre Conference, where I chaired Hall 2, provided a fascinating and absorbing insight into the changing world of the contact centre and the elements shaping its future. which was perhaps echoed by the sub-title of the conference Contact Centres at the Crossroads. Many pundits have been predicting the demise of the contact centre for some time. But, as with Mark Twain, I believe that the reports of its death have been greatly exaggerated.
The plenary sessions kicked of with the always entertaining Nicola Millard from BT whose presentation, Chat, tap, talk; trends to transform your digital customer experience, really connected the bots. She showed us that while Chatbots have appeal, and “chat is where it’s at”, there needs to be ‘checks and balances’ from human agents and that phone is still popular and a key part of digital strategy.
This really set the stage for the balance of the day as we traversed the full spectrum of omni-channel and digital capabilities which was respectfully, intelligently and creatively blended with the role that humans play to show why people, customers and colleagues, still come play a major and important role in successful customer interactions.
The Contact Centre and The Customer Journey Following the break, we left the starting grid in Hall 2 at full throttle with Mercedes Barbuti from Diabolocom, who demonstrated the importance of lowering the Customer Effort Score, hence improving customer retention, by leveraging all data available. Especially by agents really knowing their customers and how Artificial Intelligence (AI) can augment that knowledge to deliver a seamless customer experience. She shared customer examples and showed how with Diabolocom they could analyse flows, identify skills and improve routing for the benefit of both customers and colleagues.

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Chair Report – Future of the Contact Centre 2019 – Gerry Brown

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