The Latest Thinking, Priorities & Digital Strategies Driving Superior Customer Engagement
Dealing with customers offers enormous scope for innovation, and many of the best ideas appearing are coming from new and fast-developing, digital technology options.
Multiple capabilities such as cloud, omnichannel, speech recognition, real-time analytics, chatbots etc are now becoming within budget reach of many call centres. Like all previous project instances though the technology is only one component of a complete solution, and those that forget important people and process elements are unlikely to succeed.
Plotting a digital transformation plan for your contact centre to leverage these exciting and powerful technologies is a must and MECC'19 will provide proven, step-by-step guidance in order to maximize potential gains.
Understanding customer needs, expectations and requirements is or course imperative but this can result in a potentially overwhelming (and impossible to budget for) 'customer centric' view of business strategy.
Instead, market winners recognise the importance of differentiation and delivering a 'branded customer experience', that drives the right kind of customer behaviours. This is the direction their VoC efforts are oriented in and MECC'19 will guide participants through a proven set of methodologies and processes to ensure ongoing optimum customer engagement and loyalty
Nothing stands still in the contact centre for very long and successful call centre managers recognise that a) it is important to obtain maximum results from their most costly resource, people (usually at between 65% and 70% of total of OPEX) and b) that continuous process review is an area rich in potential cost savings and productivity gains
In particular awareness of the agent both in terms of customer preferences and in general market intelligence is rich in potential business payoff and call centres need to ensure that these agent listening opportunities are not waste of.
MECC'19 will explore the best ways for call centre managers to take advantage of these situations without affecting overall call centre operations untowardly.
The days of the equation "call centre = cost centre" are coming to an end for any organisation that values the "customer experience". Two key efforts on the part of the contact centre will accelerate this trend.
The first is to stop talking to the C-Suite in call centre metrics terms such as service level, but instead interpret what happens in the call centre in business terms such as cost savings, productivity, profit, market share and so on. The second step is to continuously reinforce the value proposition that the call centre represents.
MECC19 will explore the latest thinking and strategies to help turn a call centre not just from a "cost centre" to a "profit centre" but to the ultimate business-boosting "experience centre", and you can bet your C-Suite will be delighted about that.
|1||Vision, Visibility & Value - Three Things Every Contact Centre Manager Needs To Craft & Continuously Refine.|
|2||Operational Metrics Reboot - Time To Rethink What You Measure & Report In Today's FCR-Focused Customer World|
|3||Rediscovering The Lost Art Of Process Mapping|
|4||Taming The Social Media Dragon|
|5||Implementing Meaningful VoC For Sustainable Business Advantage|
|6||Embracing New Technology Innovations At A RoI-Justifying Rate|
|Problem Solver Case Studies
|7||Deciding If Full or Partial Outsourcing Is Right For Your Organisation|
|8||Moving Beyond A One Page SLA Outsourcing Document|
|9||Why Customer-Centricity Is Wrong!|
|10||NPS, CSAT, CES - Crafting The Right Combination For Your Customer Experience Initiative|
|11||Mapping Out An AI-Future That Helps To Drive Digital Customer Engagement|
|12||Putting The "I" in Indispensable|
|Problem Solver Case Studies
T1. Strategy For Today's Customer Experience-driven Contact Centre
T2. Realistic Cost Cutting Tactics That Don't Short Change Your Customers
T3. Creating An IVR Implementation That Your Customers Won't Hate
W1. Successful Customer Journey Mapping To Drive Your CX Project Forward
W2. Enabling Your QA Team To Achieve Productive VoC Capability
W3. Plotting Your Contact Centre Digital Transformation Plan
|1||INSIGHTS Call Centre Toolkit||$ 1,995|
|2||Essential Call Centre e-Guides||$ 1,995|
|3||Research/Surveys/Market Analysis||$ 2,995|
|4||Free Course Places For*
$ 995 each
$ 1,595 each
$ 1,995 each
|5||Auditing & Analysis*
- Call Evaluation Service
- QA Scorecard Review
|Total Value :
* Subject to multiple 4 day bookings
|$ 7,980 - $ 19,545|
|10.00 - 10.30||Choosing The Best Technology Options To Drive Your CX Initiative
Neville Perry, Managing Director, PerryCX
|10.30 - 11.00||Leveraging A Proven Call Centre Lifecycle Development Model For Accelerated Development
Osama Seghir, Training & Business Development Consultant, INSIGHTS
|11.30 - 12.00||Mastering The Art Of Surveys For Enhanced Customer Understanding
Praful Khabiya, Sales Director MENA, QuestionPro
|12.00 - 12.30||Developing Digital Capabilities to Achieve True Omni-channel Customer Experience
Jose Duarte, Customer Engagement Solutions Director, Altitude Software
|1.00 - 1.30||Leveraging Outsourcing Options For Increased Profitibality
Sajjad Hamid, Group Head - Sales & Marketing, Cupola
|1.30 - 2.00||Certification Vs Competency - Which Is More Important?
Dominick Keenaghan, President, INSIGHTS