Roundtable Discussions

TOPIC

TOPICS TO BE DISCUSSED

Personalisation & Customer Insight

(PM only)

  • How can organisations deliver a consistent and personalised customer experience across channels?
  • How can self-service be used to personalise customer interactions?
  • How do you predict customer needs? What is Proactive Service? How, and when, is it most effective?
  • What is speech analytics? How, and when, can it be used to deliver customer insight?

Contact Centre Homeworking

(AM and PM)

 

  • How do companies benefit from home-working? How do agents and managers benefit?
  • What are the biggest hurdles to effective home-working – and how do you overcome them?
  • What type of person makes the best homeworker?
  • What does home-working best practice look like re: recruitment, processes, technology, communication and management?

Performance and Quality 

(PM only)

 

  • How can contact centres cut cost-to-serve without impacting service quality?
  • How can they empower their people to deliver service improvements?
  • How, and when, can business process automation be used to improve performance and quality (P&Q)?
  • How can you effectively use feedback from customers and employees to improve P&Q?

Recruitment and Retention

(AM only)

  • How can you use data to find the best places to recruit? How can you make the interview a great experience?
  • Who make the best multi-skilled (blended) agents?
  • What role can continual learning programmes play in career development?
  • What are the real reasons that managers and advisors want to stay?

Contact Centre of the Future

(AM and PM)

 

  • What will the Contact Centre of the Future physically look like?
  • How will service operations evolve to meet the needs of the digital consumer
  • How role will live agents play?
  • How will chat bots, natural language speech recognition and AI transform the world of customer self-service

Compliance

(AM and PM)

 

  • What are the pros and cons of different technical approaches to PCI compliance?
  • Can home-working operations be compliant?
  • What are the latest Ofcom regulations concerning silent and abandoned calls?
  • What fines can be imposed for non-compliance?

Employee Engagement

(AM)

  • How should organisations go about recruiting for attitude, and then training the skills required to deliver excellent customer experiences?
  • How can they optimise communications, and create effective 2 way employee communications? How do they create the right working environment?
  • How can companies effectively collect feedback and measure Employee Engagement?
  • How does one create a culture of doing the right thing?

Employee Engagement

(PM)

  • How does one create a culture of doing the right thing?
  • How can companies effectively collect feedback and measure Employee Engagement?
  • How can we pragmatically drive a change in behaviour rather than just monitor quality?
  • How can they optimise communications, and create effective 2 way employee communications? How do they create the right working environment?

Web Chat and Social Media

(AM and PM)

  • Who should manage social interactions? The contact centre, the marketing team, or both?
  • How many simultaneous web chat sessions can a single advisor manage?
  • What social media monitoring tools are available today? How can they be most efficiently utilised?
  • When should a customer conversations be taken out of the public domain and managed privately?

Workforce Management

  • How can multi-channel contact centres accurately forecast future customer contact volumes?
  • How can they schedule the right people, with the right skills, to handle these contacts most effectively?
  • How can Workforce Management (WFM) tools be used to enhance employee engagement and empowerment?
  • How can WFM, quality management, campaign management and analytics be used in an integrated way to optimise workforce efficiency?

Robotic Process Automation in the Contact Centre

(AM only)

  • What is Robotic Process Automation (RPA)?
  • What customer requirements and contact centre processes can be effectively managed by RPA?
  • How can RPA be used to get live agents to the answers they need quicker and more efficiently?
  • How do you measure the effectiveness of call centre automation? How do you measure the ROI?

Self-service and AI

(AM only)

  • In the future, will self-help (by phone and web) be the norm and live agent service the exception?
  • Is ‘natural language’ a necessity before speech recognition interfaces become socially acceptable?
  • What progress has been made in the world of ‘chatbots’?
  • What is visual IVR?

Omni-channel

(AM and PM)

  • How can organisations deliver consistent customer experiences, regardless of the channels customers use?
  • How can advisors manage conversations ‘holistically’ with a single view of customer activity?
  • How effective is universal queuing?
  • Contact blending versus task switching – which is the most effective approach?

Customer Experience

(AM)

  • What are the key factors that underpin a successful Customer Experience programme?
  • How do you define and prioritise what you want to achieve with your improvement programme?
  • How do you most effectively measure it? Is there still a role for traditional measures such as AHT and customer satisfaction?  Or should organisations measure NPS, customer effort etc.?
  • What about the agent? How do we get them engaged?
  • How do we ensure that we drive real change (NOT just capture feedback)?
  • How do you measure the ROI and develop the business case to secure the investment you need?

Customer Experience

(PM)

  • What are the key factors that impact Customer Experience (CX)?  First contact resolution, service quality, time to answer, customer empathy, engaged employees, personalisation… which are the most important?
  • What do you most effectively measure it? Is there still a role for traditional measures such as AHT and customer satisfaction?  Or should organisations measure NPS, customer effort etc.?
  • What about the agent? How do you simplify things for the agent so that they can focus on the CX rather than flicking between multiple screens?
  • How can you use speech and data analytics to drive customer insight that will improve the CX?

Data Security

  • What are the key data security threats facing contact centres today?
  • What are the GDPR regulations? How will they impact your customer contact operations? When will they come into force?
  • What training and on-going education should be undertaken with regards data security?
  • Considerations with regards updating apps that impact data security and conducting security audits
  • Best practice tips for safeguarding customer data and ensuring security is not breached

Fraud Detection

(AM only)

  • How agents can identify and flag suspicious callers
  • How agents can quickly tell whether callers are who they claim to be
  • How to protect against IVR fraud
  • How does phoneprinting technology work
  • How fraud detection can also help reduce call handle time and improve customer experience

Interaction Analytics

(PM Only)

  • What is Interaction Analytics (IA)?
  • How do you use AI to analyse customers’ past and current activities and discover the root causes of customer dissatisfaction
  • How do you turn structured and unstructured information and transform it into coherent data?
  • What role can IA play in optimising average handle time, reducing call volumes, decreasing hold times, increasing first call resolution rates and enhancing customer experience and loyalty
  • What are the different types of IA solutions on the market today?