17 - 19 September 2018
Meydan Hotel, Dubai, United Arab Emirates

Contact Centre Focus Day: Wednesday, 19 September 2018

OVERVIEW

With multichannel becoming the norm and customer queries becoming ever more unpredictable and complex, contact centres must quickly adapt to deliver world-class customer contact without losing that human touch.

With this in mind, the Customer Contact Centre Focus day will address on harnessing digital disruption in the contact centre, how to partner with businesses to deliver unique insights and a more strategic customer centric strategy and the new role of the call agent in the age of omnichannel interaction.

8:30 am - 9:30 am Registration and morning refreshments

9:30 am - 9:45 am Chairman’s opening remarks

9:45 am - 10:15 am Opening CXO panel discussion: Examining the strategic role of the contact centre in an overall CX strategy

AI AND BOTS: GOING BEYOND THE HYPE AND UTILISING NEW TECHNOLOGIES IN YOUR CONTACT CENTRE

10:15 am - 10:45 am Driving net promotor score and first contact resolution through intent routing

Aakash John, Operations Manager and Head of Call Centre,Careem
  • Understanding how machine learning and AI can be used to route calls to agents based on customer intent
  • To what extent does intent routing increase agent productivity
  • Implementing similar case suggestion using text-analytics and machine learning
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Aakash John

Operations Manager and Head of Call Centre
Careem

10:45 am - 11:15 am Building a 21st century contact centre

Ben Rogers, Integrated Contact Centre Manager,Virgin Mobile UAE
  • An overview of Virgin Mobile UAE’s customer strategy
  • Using in-app IVR to drive digital customer engagement and achieve deeper insights
  • Developing an agile business model and strategic partnerships to create meaningful customer moments
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Ben Rogers

Integrated Contact Centre Manager
Virgin Mobile UAE

11:15 am - 11:45 am Netwoking break and morning refreshments


CONTACT CENTRE AUTOMATION: GOING BEYOND EFFICIENCY TO UNLOCK THE TRUE VALUE OF AUTOMATION

11:45 am - 12:15 pm PANEL DISCUSSION: How can automation be used to elevate the customer experience?

  • How to harness automation for engagement rather than simply a solutions for tight budgets and limited agent resource
  • Using chatbots and automation to make agents better at their jobs and increase productivity

IDENTIFYING PERFORMANCE GAPS IN YOUR CONTACT CENTRE

12:15 pm - 12:45 pm How to successfully integrate chatbots within the omnichannel experience

  • Understanding the preferred channels for each of your customer profiles
  • Predicting which touchpoints and channels will benefit from automation based on customer preferences

DEVELOPING CONTACT CENTRE STRATEGY FOR TOMORROW’S CONSUMER

12:45 pm - 1:15 pm Using AI to deliver real-time emotional intelligence feedback to customer service agents

  • Utilising AI and EQ to build emotional connections with customers
  • How can AI boost next best action recommendations for contact centre agents

1:15 pm - 2:15 pm Networking lunch

2:15 pm - 2:15 pm Close of focus day