Future Proof e-Summit

Don’t miss our virtual summit navigating the uncertainty of the new business landscape and exploring how NI contact centres can prepare for the future!

Time & Location

21 Aug, 10:00 – 12:30

Navigating the uncertainty of the new business landscape, how can NI contact centres best prepare for future disruption?

Held in association with Jabra, RingCentral and Odigo, this virtual event will discuss the issues and opportunities for the post-Covid workforce, workplace and customer – and galvanise ideas for contact centres to future proof their operation in the new working world.

Agenda

10:00 – Welcome – CCNNI and Invest NI – How do we work now? Innovate – collaborate.

10:10 – The Voice of Your Brand in the Digital Contact Centre – John Nesbitt, Territory Director Ireland (North & South) & Scotland, Jabra

Customer experience is quickly overtaking price, product or service as a key brand differentiator. Therefore, contact centres are increasingly looking into the importance of good customer experience as a metric for success. With the rise of the omni-channel contact centre, it’s vital that positive customer experience is maintained, but how do contact centres deliver this successfully? Agents play a critical role in being the voice of a brand, now and in the future. With customers growing frustrated by lack of resolution via the other available touchpoints, voice is still a vital component of the contact centre communications mix. Find out more about the key role agents will play going forward and how to maximise customer experience in this important channel.

10:50 – The Future of Customer Experience – Julien Rio, Senior Director of Marketing, RingCentral

Customer expectations have changed dramatically in recent times; the COVID-19 situation has accelerated this further. Customer engagement is an integral part of CX in 2020, and preparing for the future is essential. To be ahead of the curve, companies need to understand distinctive and popular channels and make sure they strive to offer a consistent customer experience across all of those touchpoints. This session will explore the differences between the major families of digital channels (Synchronous VS Asynchronous, Public VS Private), which are best for customer engagement, complaints or preventative customer service, discover what makes WhatsApp and Google’s Business Messages the “hot” channels of contact centres at the moment, and how to manage multiple channels without hurting your customer experience or internal productivity.

11:20 – Virtual Coffee Break

11:30 – Interactive Discussion Groups – a collaborative space to share ideas and develop a bespoke solution for your individual needs. Group A: The Future of Voice. Group B: Future CX.

12:00 – The Future of Contact Centres – Peter Ashbridge, Director, Odigo

How can AI optimise customer service? Recent experience has shown that while customers are looking for easier transactions, they still want human contact. What’s the answer? The hybrid model – combining AI, bots and human intervention for the most effective way to streamline processes, improve agent satisfaction and deliver exceptional customer experience.

12:25 – Summary – Final Q&A

12:30 – Close

Meet the Speakers

John Nesbitt, Territory Sales Director, Ireland (North & South) and Scotland, Jabra

John joined Jabra 9 years ago as Northern Ireland Sales Manager and was promoted to his current role of Territory Sales Director in 2017. John’s areas of expertise include B2B Enterprise Solutions, SMB Business Solutions, Online Sales, Sales Team Management, Direct and Indirect Channel Sales, and Channel Development. He has extensive industry knowledge in Unified Communications, Contact Centre, Telecommunications, Enterprise & SMB IT, Enterprise Collaboration.

Julien Rio, Senior Director of Marketing, RingCentral

Julien has more than 10 years’ international experience in Marketing and Customer Care positions across multiple industries including toys, medical, hospitality, F&B, logistics, electronics, etc. As Senior Director of Marketing at RingCentral, Julien strives for improving customer care worldwide and closing the gap between what companies have to offer and what customers expect. Author and blogger, Julien regularly writes about customer experience and marketing topics.

Peter Ashbridge, Account Director, Odigo

As an Account Director at Odigo, a leading omnichannel customer engagement SaaS solution; Peter is responsible for ensuring his clients are equipped with the technology solutions required to deliver exceptional customer experience. With over 18 years’ experience, Peter has a wealth of understanding of customer requirements in support of management objectives ensuring customers are reaping the benefits of Odigo’s innovative solutions and providing continued measurable business value.