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19th – 21st March 2018
London

Media Center

Interviews

IS DATA ANALYSIS THE KEY TO SUCCESS FOR CUSTOMER CONTACT CENTRES?

What does data analytics means for customer contact centres in 2016/17? 
Chris Rainsforth provides to insights on the current developments in data analyses, its role in improving customer contact, the technologies shaping the future of the industry, key development areas in 2017 and more!

Report

THE FUTURE OF CUSTOMER CONTACT

As the future of customer contact evolves rapidly to cater for mobile enterprises and the digitalisation of the industry, we spoke to industry insiders to uncover the top challenges faced by industry professionals in 2016, the technologies shaping the future of the industry and the ways in which customer contact centres can implement a customer-centric culture! 

2015 CALL CENTER IQ EXECUTIVE REPORTS

Call Center IQ’s Executive Reports have proven to be leading identifiers of key trends in the customer experience and contact center spaces. 

Download today and get instant access to all 5 executive reports on: Customer Experience, Cloud Contact Centre Technology, Performance, Metrics & Operations, Omni-Channel Customer Experience and The Future of the Contact Centre

EXECUTIVE REPORT ON THE CUSTOMER EXPERIENCE

One can define it using a myriad of vastly different parameters. One can devise and execute it using input from a set of staunchly different stakeholders. One can measure it using an array of dramatically different metrics. One can improve it using markedly different strategies and technologies. At the end of the day, two things are true. The customer experience is created by businesses and felt by customers.

GLOBAL CALL CENTRE TRENDS REPORT

When crafting customer experiences and establishing contact center strategy, businesses must consider global customer trends and demands.

Call Center IQ investigated the interaction between regional contact center trends and global contact center demands covering the following regions: Asia-Pacific, Europe, Latin America, North America.

TOMORROW'S CUSTOMER CONTACT CENTRE

In this report we speak to Nicola Millard, Customer Insights & Futurology at BT, Philip Purdy, Customer and Client Services Manager at Travelzoo and Carsten Biel, Vice President Customer Interaction at airberlin. We analyse the main technological developments affecting the industry and why email and telephone calls are likely to be integral to the customer contact centre for the foreseeable future.

WHAT DATA CAN DO FOR CUSTOMER CONTACT CENTRES

In this content piece, we speak to Nicola Millard, Customer Insights & Futurology at BT and Philip Purdy, Customer & Client Services Manager at Travelzoo, who discusses how data and analytics is impacting customer contact centres.

CALL CENTER WEEK WINTER 2016: POST SHOW REPORT

Today's customers expect service on their own terms – whenever they need, in whatever digital channel they want. When these needs are unmet, there can be increasing customer churn, escalating operating costs and decreasing shareholder value. Get the inside scoop on what happened, conversations that took place, and examples on how companies are improving their customer service operation at Call Center Week Winter 2016

INGEUS: EXCELLENCE WITH INTEGRITY

We hear from Ingeus' Director of Shared Services, Ian Gibson, who discusses how they approach customer service.

AIRBERLIN'S CUSTOMER CONTACT JOURNEY

airberlin is Germany's second largest airline. It currently works with a number of outsourcing partners, and is amid an important transformation process. Through the implementation of new technologies and processes, the airline will  improve customer interactions and make their contact center landscape leaner and smarter. We interviewed airberlin's Vice President, Customer Interaction, Carsten Biel to find out more. Along with data gathered by our partner, the Call Centre IQ, we analyse the fundamentals of airberlin's customer contact strategy and how they see the future unfolding.

CCW 2017: THE INTERVIEWS

Remember that nice customer service agent who diffused your anger, and solved your problem without a moment's hesitation? Well Sandra's composure might not be as genuine as you first thought...

A collection of the world's largest companies are now turning to "bots" for their customer service. The journey is upon us.

In this e-book, we hear from three industry experts, who are directly impacting their respective companies customer contact strategies to learn more about this journey.

Infographics

THE CCW INNOVATORS OF 2015

If you've ever felt alone during your customer care journey; seek solace no more. The hundreds of contact center executives who come through the doors of Call Center Week each year are more like you than you may realize. Put your ear up to the chatter to see that everyone struggles with the same challenges and we're all seeking new technologies to help our centers to upscale, automate or personalize. This infographic sheds light into the identities of our attendees - see how you compare!

THE CUSTOMER JOURNEY

The modern customer journey spans multiple channels and touchpoints. It can start anywhere, anytime and move in any direction. How do you drive engagement during each phase?

Sponsorship Information

SPONSORSHIP PROSPECTUS

Download our Sponsorship Prospectus to see what who you will meet, what industries will be represented and where are they looking to invest in 2017

HOW BT, TRAVELZOO AND AIRBERLIN ARE DEFINING TOMORROW'S CUSTOMER CONTACT CENTRE

In this report we speak to Nicola Millard, Customer Insights & Futurology at BT, Philip Purdy, Customer and Client Services Manager at Travelzoo and Carsten Biel, Vice President Customer Interaction at airberlin. We analyse the main technological developments affecting the industry and why email and telephone calls are likely to be integral to the customer contact centre for the foreseeable future.

Additional Event Information

CCW EUROPE ATTENDEE REGISTRATION FORM

Download your registration form today to join the likes of KLM, Standard Life, Bank of Ireland, Marks & Spencer Group, Expedia, AXA, Philips, Argos, Eurostar, airberlin, BT, SEB, AIG, Northern Ireland Water, Volvo, Volkswagen, Merlin Entertainments, Microsoft, Romande Energie Commerce SA, Scottish Power, Shop Direct, Tesco, Groupon and many more

2017 ATTENDEE LIST

Have a look at who's already attending CCW Europe; THE destination for customer care, service and experience professionals to learn, get inspired and make long lasting relationships and join them today!

How Emirates reduced social response times by 90% and tripled outbound volume

Emirates knew their customers deserved and expected the same quality of service when talking with customer support as they get in all other aspects of flying, no matter where they were reaching out. After testing several solutions to provide modern, digital customer care, Emirates selected Sparkcentral. Since implementation, Emirates has tripled customer care output on social channels and reduced response times to just 30 minutes.

Bridging the Gap How Discover Aligned Customer Service and Marketing on Social

Social media has made it easier than ever for customers to ask brands for information and assistance. As a result, businesses have recognized the importance of using social media as an essential channel in providing effective customer support.Companies have achieved varying levels of success with social customer service. Many have struggled to meet the 24/7 service expectations inherent in social media. People are accustomed to friends and family responding quickly to their tweets and other social media posts, and they expect the same rapid response when they message businesses.Determining the best way to structure social media teams has emerged as another major challenge in providing social customer service. Many firms have divided the responsibilities for social media between marketing and customer service. These two groups, however, have vastly different objectives and skills, and the KPIs used to measure their respective success vary greatly.

Sponsorship Information