Contact Centre and Customer Services Summit 2023

The role of customer service agents and contact centres in organisations is changing rapidly. Customers’ evolving needs are leaving businesses having to continue to adapt to meet their rising expectations.

Larger enterprises are now recognising customer service as a core business value meaning support teams have become pivotal in retaining customer loyalty and securing new business.

Spread over the course of two days, the Contact Centre and Customer Service Summit, organised by Forum Events, continues to follow the award-winning structure that provides a unique opportunity for those working in the industry to meet with credible solution providers during a series of pre-qualified one-to-one meetings.

Areas covered include: Agent Coaching and Monitoring, Automated Customer Satisfaction Surveys, Call Centre Technology, Artificial Intelligence and much more…

An illustrious line-up of industry leaders and external experts will provide a broad spectrum of critical insights designed to prepare our audience’s businesses for what lies ahead, whilst inspiring them to explore new ways of thinking.

Speakers include:

Kate Law, Member and Learning Director, CCMA – “The Future Lies in Talented Leaders”

Kate will reflect and discuss the skills and competencies that contact centre leaders need in the contact centres of the future, to manage a successful call centre operation.

• Discover how the role of the contact centre leader has evolved
• Explore why leadership resilience is so crucial
• Consider old school training vs investment for the future
• Discuss the importance of talent development in 2023 and beyond

We will also hear from Steve McSherry, Country Manager, Daktela UK – “Goodbye People, Hello Technology?”

There’s no doubt that technology and automation can minimise costs and improve productivity, but can they really reduce our dependency on people?

Steve looks at how businesses can leverage technological advances, where the human touch is essential and how they can work together to create the ultimate customer experience.

• How can businesses leverage technological advances?
• Where is the human touch essential in communications?
• How technology and the human touch can work together to create the ultimate customer experience.

Justin Aldrich, Development Director – Growth, Comdata UK, will follow on with “Outsourcing a scary thought? Is an Outsourcing Partnership the answer?”

This seminar addresses those unsure about a full outsource and how we can help them identify the areas most suitable to outsource whilst they keep control.

Ian Taylor, Head of Customer Experience – Commercial, Avoira will close the sessions with “Which is most important… Customer Vulnerability, Employee Well Being or Agent Performance?”

In this seminar, Ian will try to come up with the answer! … by exploring the changes in organisational demand and the contact centre, as seen by Avoiras many deployments of managed speech analytics, for Government and Private Sector companies. Insight gives the answer, but are we asking the right questions?

The event also provides valuable networking opportunities for like-minded industry professionals to maximise connections and best support those in the industry.

To name a few, delegates include: Anglian Group, Boots, G4S, Northern Power Grid, Sure, Tesco and Urban Outfitters.

Sarah Beall, Managing Director at Forum Events said: “Time is precious for customer service professionals, so we wanted to create an event with the vision of generating business relationships that last.

Our priority bespoke matchmaking software was developed to accommodate the needs of our guests. We prioritise decision makers’ requests for meetings, to make sure their itinerary is full of appropriate suppliers that can fulfil their requirements.

The event also provides unrivalled opportunities to learn new skills and network with peers. We look forward to welcoming everyone on the day.”

24th and 25th April 2023.
Radisson Hotel and Conference Centre, London Heathrow

To secure a complimentary delegate place, please call Victoria Petch on 01992 374 082 or email v.petch@forumevents.co.uk

To attend as an Event Partner, call Mark Connell on 01992 374 083 or email m.connell@forumevents.co.uk

For further information, please visit Contact Centre Summit – Live | Forum Events