14th Annual Optimising Contact Centres Summit 2023 | Economist Impact | 3 October 2023 | Vienna, Austria

The 14th Annual Optimising Contact Centres Summit has been designed to cover the latest trends and challenges regarding new AI-based tools and strategies in contact centres, self-service, innovative strategies, the impact of remote work on contact centre, best practices for measuring and improving customer satisfaction, building a customer-centric culture. At our contact centre event, you will hear from leading banks, telcos, airlines, hotels, retailers, and other companies internationally that have managed to provide best-in-class service to their customers.

Cover Over 9 Topics:

• Innovative strategies for delivering exceptional customer service
• Building a customer-centric culture in your contact centre
• Implementing AI and automation in contact centres for improved customer experiences
• The role of empathy and emotional intelligence in contact centre interactions
• Best practices for measuring and improving customer satisfaction in contact centres
• Strategies for managing and improving agent performance and engagement
• The impact of remote work on contact centre operations and customer service
• Creating effective omnichannel customer experiences in contact centres
• Navigating privacy and data protection regulations in contact centre operations

2023 Keynote Speakers

Kristina Judina
Head of Customer Service, Elisa Eesti

Sara Joy
Associate Director, Head of Experience Design and Strategy, AT&T

Miguel Angel Carrasco
Customer Care Director, Orange

Daniel Sánchez-Cordero Canela
Data Governance Officer, A1 Telekom Austria Group