Events: Future of the Contact Centre Conference

Future of the Contact Centre Conference

The Technological Evolution of Customer Contact in a Rapidly Changing Consumer Environment

Contact centres in the traditional sense are changing and in 2020 it was said that some contact centres made more changes in 10-weeks than they had in 20 years.

The role of the agent is also changing as AI and automation infuse the contact centre with bots with empathy, speech analytics and non-human agents that speak in a tone so advanced, that customers will not even be aware they are dealing with robotics. In today’s increasingly digital world though, human interaction is a necessity rather than a luxury and superagents with specialist skills or a deep interest in a brand’s products or services are emerging – the future of call centre will be a mix of AI and human interaction.

Our CPD accredited virtual Future of the Contact Centre conference will bring into sharp focus these profound changes in the world of customer contact and highlight the evolving mix of technologies, processes and people in an uncertain business environment.

The seventh Future of the Contact Centre conference in 2022 is designed to deliver to our delegates, through a mix of case studies, panel discussions and in-depth interviews with industry leaders, a raft of world-class content in a virtual environment – where they will come away with the tools and techniques to deliver successful contact centre strategies for the future, where the human experience of engaging with such ground-breaking robotics and AI driven technology is as strong, if not stronger, than dealing with an actual human.

LIVE UPDATE: Our 2022 events are planned as hybrid venue based conferences, providing both best in class live virtual access and an exciting totally revamped onsite experience, we believe this new format will ensure they will be the best events we’ve organised. The format is of course subject to government guidelines and social distancing at the time of the event. We will have comprehensive measures in place ensuring the safety of all those involved including our delegates, speakers and sponsors. We are more excited than ever and look forward to seeing you – whether that be virtually or in London in person.

One Day Event

Roundtable Sessions

Case Study Presentations

Network with Peers

1-2-1 Meetings

20 Exclusive Presentations

2022 Topic Streams

Big Data, Customer Insight and Analytics + -

Customer insight is one of the most important aspects we can look at when improving our customer strategies. This topic stream will teach you how to utilise data to understand your customers better, helping you make better decisions about how, when and what to sell them. These better decisions will result in campaigns or strategies becoming more effective and efficient, resulting in increased profitability.

CX Innovation and Transformation + -

This topic stream will help you understand what works when trying to innovate your customer strategies to succeed.

The Contact Centre Journey + -

Customer behaviour and expectations are changing at a dramatic and accelerating pace. Organisations must keep up with their customers’ preferred journey, or they will lose them. We’ll teach you how to develop innovative strategies that keep abreast and indeed ahead of customer demands.

Customer and Employee Engagement + -

An omnichannel approach to CX leads to a seamless experience regardless of the channel a customer chooses to use. The case studies in this topic stream will demonstrate how to link each customer touchpoint to ensure a flawless CX.

Evolution of VOC & VOE in The Contact Centre + -

With the rapid expansion of the variety of channels customers choose to use, this stream will look at how you can enhance your technology offering whilst also linking interactions to ensure you’re providing a
personal, contextual experience for each customer.

Chatbots, Webchat and Virtual Assistants + -

Chatbots, webchat, and virtual assistants define the future. They can handle hundreds of thousands of calls a month, with zero call time queuing and 100% reliability, giving customers what they want and saving huge costs. We’ll be looking at the emerging technology in the market and how this can aid organisations like your own, giving you real-life insight into what you implement on a realistic scale.

Service Design in The Contact Centre + -

Service design thinking relates to improving and innovating the services customers use across different touchpoints and making a positive impact on them and the employee experience necessary for delivering it. We’ll show you how to create a new value that previously did not exist.

Multichannel Contact Centre of The Future + -

We’ll demonstrate how to provide customers with options for how they would like to communicate with a brand if they have a query or a complaint to make. Our case studies will provide a seamless experience to the customer, regardless of which channel they choose to use.

Artificial Intelligence & Robotics in The Contact Centre + -

The burgeoning new technologies surrounding the world of AI and Robotics present many opportunities as organisations grapple with the challenges presented in improving relationships with both their customers and their employees. Our case study presentations will come from those already thriving in this area.