Puzzel is holding Get Connected 2018, its annual event for contact centre professionals, on Wednesday 27th June 2018 at China Exchange, a former BT telephone exchange in London’s Chinatown.
The half-day conference, entitled Exceptional Customer Experience – People, Process and Technology, will explore what customers expect in terms of service and what it takes to deliver an outstanding customer experience.
Speakers include leading industry specialists, Puzzel customers and senior executives, and over 150 delegates are expected to attend the event.
The event offers an opportunity to take a closer look at the latest contact centre technologies, how they can make a difference to customer experience, and a chance to network with industry peers.
At Get Connected 2018, Ziba Goddard of Cowry Computing will present: “Understanding Homer Simpson: The Key to Better Conversations with Customers”, using insights from behavioural economics to show how our brains can jump to conclusions.
Ziba will present what factors affect purchasing decisions and how to improve customer and company outcomes in contact centres using applied learning.
With emerging technologies such as Artificial Intelligence (AI) and bots changing the customer experience, Carolyn Blunt, MD of Ember Real Results, will talk about the importance of humans in contact centres. This includes skills development and employee engagement for the next wave of change.
Also presenting at the event is Kristoffer Lundnes, VP Innovation at Puzzel. He explained, “The wealth of current and emerging technologies for contact centres can be overwhelming. This can make it difficult for organisations to know what to focus on and what to invest in.”
“During the final session of the morning, called Trends, Technology… and Beyond, I will present the main trends in the market, new technologies on the horizon and suggest the steps contact centres can take to deliver an exceptional customer experience.
“Puzzel is privileged to pull together such a knowledgeable panel of speakers and to welcome contact centre professionals to share their experience at this free event.”
Other speakers include Puzzel partner PCI Pal talking about Compliance and Customer Experience – The Perfect Match and customer Ombudsman Services explaining how speech analytics has helped with the identification of vulnerable callers to the contact centre.
For more information or to register for the event visit: www.puzzel.com/uk/events/gc18/