Day One: 23rd March 2021

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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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