One of Europe’s leading call and contact centre events, the Call & Contact Centre Summit, has returned as a virtual event for the second year.
Featuring live demonstrations and video sessions as well as opportunities for networking, the event showcased the latest technologies, strategies and advancements for call and contact centre professionals in IT, general management, HR, marketing, and operations.
Six Event Theatres
With headline sponsors RingCentral, Vonage and Sabio, as well as event partner the UK Contact Centre Forum, the event featured six learning streams with interactive sessions, including:
- The Future of the Contact Centre Theatre
- The Cloud Contact Centre Theatre
- Virtual / Work From Anywhere Technologies Theatre
- Customer Service / Engagement Theatre
- Employee Engagement Theatre
- CX / UX Innovation & Consumer Insights Theatre
Speakers included the likes of Antoine Starek, HR Transformation Senior Director, Capgemini, who leads the Capgemini Business Services DEO Practice for EMEA, Celine Maher, UK&I VP, Zendesk, a leader with more than 20 years of experience in eCommerce, Fintech and SaaS industries, and Chris Rainsforth, Head of Operational Management Practice, Verint, a 20-year veteran of the contact centre industry who has held roles in Operations, Planning, Training and Quality.
Among the Expert seminars and panel debates on offer was Intelligent Contact Centre Modernisation with webRTC, VoiceBots and Work from Home Agents by Peter Broeckx, Regional Director EMEA, Contact Centres, AudioCodes. The session discussed more cost-effective strategies for adding cloud-based capabilities to existing contact centres, as they evolve to integrate with modern UC platforms. Also discussed was how to most effectively deploy work-from-home agents for the long-term and the ways voice-enabling chatbots will reduce costs via automation.
Technology Fatigue in the Digital Workspace from Robert Beasley, Global Director, Strategic Solutions, Genesys, meanwhile, looked at the best ways for companies to improve employee experience without impacting productivity and identifying the impact of digital tools on employees. Key takeaways included the value of an all-in-one workforce engagement management solution and true cloud platforms.
