THE DATE: 22nd April
THE LOCATION: Brown’s Courtrooms, 82-84 St Martin’s Lane, Covent Garden, London, WC2N 4AG
THE DESCRIPTION: Building deep and meaningful relationships with customers, low customer effort, seamless brand experience, digital customer engagement. These aspirations are common across most contact centres however, there aren’t many examples of them happening. Intelecom is pleased to invite you to its annual Get Connected event where you can learn from the experts who have achieved their aspirations, share best practices and network with your peers.
9:30am – Arrivals and registration
10:00am – 10:30 – Affinity Water – Leading the way in social customer service.
In 2014 Affinity Water took part in the Top 50 Companies for Customer Service benchmarking programme, achieving a 94.6% satisfaction rating and being placed 2nd overall for social media. During this presentation, Tim Compton and Leanne Merrill of Affinity Water will discuss their journey towards becoming a category leader in social customer service. They will provide practical tips and guidance to those organisations considering social media as an additional channel to serve customers.
11:00 – 11:30 – Break
11:30 – 12:15pm – Nelson Hall – Practical guide on implementing multi-channel customer service
This session will examine the journey towards implementing a multi-channel customer service strategy and where the market is currently operating. Nelson Hall will present their findings on:
- The challenges facing organisations looking to effectively deploy multi-channel customer management service
- Is multi-channel delivery the nirvana of the contact centre world?
- Best practices in applying operational excellence principles in the contact centre environment to drive efficiency.
12:15pm – 12:45pm
Stream 1 – Product Roadmap – Existing customers
Stream 2 – The future of contact centres and technology alignment
Lunch and Networking
THE ORGANISERS: Intelecom
THE WEBLINK: https://www.intele.com/