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The only European focused Online Event on Cloud Technology for Contact Centers 23 - 24 March 2021 | Free to attend
Enhancing flexibility, scalability and enhanced CX through Cloud Based Contact Centre Technology
The global pandemic demonstrated the importance of having a contact center infrastructure in place that could be effectively scaled according to the demands placed on the business.
Those business who were already operating on a cloud platform when the pandemic first struck were in a much stronger position to pivot to remote work, effectively manage the dramatic increase in contact volumes and ensure their staff had the tools necessary to deliver the best customer experience possible.
With that in mind, CX Network Live's Cloud Contact Centres Europe will be focused on:
Effectively scaling your contact center according to the contact volumes
Minimizing the costs required to run your contact center
Incorporating new channels into your omnichannel service strategy
Enhancing the resilience and flexibility of your infrastructure
4 Reasons to Attend
Hear the best case studies from the region
Access the content on demand and watch in your own time
CX Network Live online events feature expert speakers from leading companies including Microsoft, Coca-Cola, Google, Amazon, Comcast, Pizza Hut, UBS and more!
Register for the event now for updates on our line-up this year...
14:00 GMT Defining a Contact Centre for the Future
Why flexible, remote-worker centric, cloud-based contact centers have now become so popular
How you can reduce employee costs through greater agent efficiency, and use the savings to reinvest in the contact centre to take your company’s CX to the next level
Using insight-driven marketing and self-service automation technologies help attract potential customers to business
15:00 GMT Meeting Customer Demands in the New Normal with Greater Flexibility and Agility
How going cloud-based can enable companies to deliver a fast, personalised service, across any channel any time – which they may not be able to deliver otherwise
Discover how KPI-rich dashboards and reports can enable continuous contact centre performance improvement and communicate success to business leaders
By closing more inbound and outbound leads, how cloud-based operations can help companies to grow, improve customer retention, increase upsell and turn them into advocates
16:00 GMT Reaping the Advantages of In-Built Scalability in Contact Centre Systems
Learnings, cost savings and efficiencies achieved from 2020, and advantages of continuing to operate contact centre operations largely remotely in the future
Why great customer service should integrate all communication channels with interaction history to provide context for every conversation
Why agents need to become more effective in their interactions, so that they can sell more and service customers better, and how the cloud can help
17:00 GMT Increasing Scalability and Agility of Contact Centre Operations
How a cloud-based contact centre can offer sufficient agility to innovate and the power to scale
Giving your employees a complete view of your customers in a single space
Streamlining agents day-to-day by leveraging automation, intelligent productivity tools, and integrated telephony
18:00 GMT Equipping Your Staff With Better Customer Data
Connecting customer data for complete context, wherever it lives, and giving developers and admins the tools they need to build the best customer experiences
Obtaining a complete picture of the customer, using any data, from anywhere
Understanding and segmenting customers for more personalised experiences
Day Two: 24th March 2021
14:00 GMT Strengthening CX Operations and Maximizing Revenues with a Cloud-Based Contact Setting
What 2020 has taught us about cloud-based technology and its potential advantages for CX operations in the future
Results of cloud operations in action so far, and why it makes perfect sense to roll out cloud initiatives to the rest of their operation
Increasing efficiency by enabling customers to get answers quickly and on their own terms with AI-powered bots, self-service, and live chat
15:00 GMT Advocating the Cloud-Based Approach for Future Contact Centre Operations
Run mission-critical enterprise application and database workloads with unmatched performance and the strongest SLAs in cloud computing
Leverage the latest IaaS offerings, including 25 Gbps networking, the newest GPUs, and NVMe storage
Develop cloud-native applications with DevOps tooling and open microservices infrastructure
16:00 GMT Increasing CX Agility to Enable Greater Flexibility and Self-Service
Reducing the cost of IT maintenance and upgrades through cloud-based systems
Leveraging automation, intelligent productivity tools, and integrated telephony
Utilising AI to mitigate higher call volumes & lower staff numbers
Discover the trends that indicate what technologies, infrastructure, and services CX leaders need to consider to reform contact centers
17:00 GMT How to Leverage Cloud Infrastructure to Improve Employee Productivity
How companies can improve cost and time savings with a channel-rich environment
Benefits of aligning people around a single view of the truth through personalized
Putting measures in place to reduce interactions handled by agents, so that they can put more energy into more complex claims
Use cases to empower and engage employees with AI-powered scheduling and self-service tools
18:00 GMT Delivering a Superior CX Experience and Driving Increased Customer Loyalty
Detailing recent results from the launch of new Customer Service portal
Explore how with digital transformation, companies can deliver a world class customer experience renowned for quality, intimacy and reliability
Understand how to support permanent work-from-home plans without compromising the quality and security of contact center operations
Who attends our online events
Who you will meet
This event has been designed for Heads / Directors / General Managers of:
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