From the Cost-Centerto the profitable Contact-Center
Modern and intelligent technology ensures seamless customer communication across all channels and the agent can react quickly and flexibly to customer requirements. If the customer logs on via e-mail, chat, social media, mobile or telephone, OmniChannel provides the complete customer history for every agent. The agent becomes a service provider. With the increase in digital offers, the customer’s expectations regarding personal service contact are increasing. If the service employee is then able to convince the customer to sign a new contract based on the information available to him from Cloud and the CRM system, then the change to a Profit-Center has been achieved. It is precisely this qualification to multichannel talents that is a top challenge of the contact center industry. Employees must be trained to respond to customer inquiries and to successfully address customers using the right technologies. Only then, can automated and AI technologies identify the next best step with the Customer. But which technology is the right one? Where is it worth automating processes and where not?
Which service will be important to the customer in the future and to what extent will digitization revolutionize the contact center industry. Answers can be found at the StrategyDays ContactCenter D.A.CH.in Zurich.
Tuesday, April 27.
from 9.10 a.m.
PRESENTATIONS
from 1.15 p.m.
MASTERCLASSES
from 7.15 p.m.
Apéro Riche
Wednesday, April 28.
from 8.30 a.m.
PRESENTATIONS
from 11.00 a.m.
MASTERCLASSES
from 3.40 p.m.
Farewell Drink
The Dolder Grand
Since 1899, the Dolder Grand in Zurich stands for hospitality. A 5-star city resort with fine dining, a unique art collection and an unparalleled spa.
The best way to get together
Experts and leaders from the contact center industry from Germany, Austria and Switzerland discuss in Zurich, CRM systems and strategies for more effective customer service management. Providers and users from CRM integration, data protection or quality management, deepen their knowledge in omnichannel, communication behavior and big data through Presentations, workshops and dialogues.
Practical examples from leading companies provide insights into structures of successful leadership or the implementation of omnichannel instruments. Find solutions on effective real-time interaction management with potential partners and learn how to properly read customer information to identify the next step with the customer. Contribute to the event success with your expert knowledge on dialers / CTI, voice portals / IVR and VoIP.
We are looking forward to your participation!
Current Congress Capacity
Here you will get an up-to-date overview of the current capacity utilisation of this event.
Current Congress Capacity
Here you will get an up-to-date overview of the current capacity utilisation of this event.
For the planning of your participation we ask for consideration of the following utilization indicator.
ContactCenter
For the planning of your participation we ask for consideration of the following utilization indicator.
ContactCenter News
All the latest news about ContactCenter in a nutshell.