Roundtable Topics

TOPIC

TOPICS TO BE DISCUSSED

Personalisation & Customer Insight

(AM 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?

Customer Insight

(PM only)

  • What do your customers really think?
  • When they complete a customer survey, they often have an agenda and so give a polarised view.  So how do you get an accurate view of customer opinion?
  • What role can analytics play?
  • How can it help 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 analytics play in optimising average handle time, reducing call volumes, decreasing hold times, increasing first call resolution rates and enhancing customer experience and loyalty

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 

(AM and PM)

  • 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

Data Security and 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?
  • 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

Employee Engagement

(AM and PM)

  • 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?
  • How can companies effectively collect feedback and measure Employee Engagement?
  • How can we pragmatically drive a change in behaviour rather than just monitor quality?

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

(PM only)

  • 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?

Self-service and AI

(PM 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 only)

  • Agent capability versus tech possibility – can agents handle different channel types?
  • 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 and 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?