StrategyDays ContactCenter

From the cost center to the profitable contact center - this can be achieved if the use of modern and intelligent technology guarantees seamless customer communication across all channels and the agent can react quickly and flexibly to the various customer requests. If the customer reports via e-mail, chat, social media, mobile or telephone, the entire customer history can be called up immediately for every agent thanks to OmniChannel. The agent thus becomes a service hero, because: As the number of digital offers increases, so too does the customer's expectation of personal service contact. If the service employee can then - based on the information they can access from the cloud and CRM system - inspire the customer to conclude a new contract based on a complaint, the transformation to a profit center has been successful thanks to digitalization. But it is precisely this qualification of employees as multichannel talents that is one of the top challenges in the contact center industry. Employees must be trained to be able to respond competently to customer inquiries and to address customers successfully using the appropriate technologies. Only then can automated and AI technologies identify the next best step in the customer journey. But which technology is the right one anyway? Where is it worth automating processes and where not?

At the "StrategyDays ContactCenter" you can find out which service will be important to customers in the future and to what extent digitization will also revolutionize the ContactCenter industry.