Convergys, Loughview, 209 Airport Road West, Belfast, BT3 9EZ
With more customer journeys now starting in digital channels, agents are increasingly an escalation for failed digital service. We will explore how the channel mix is changing and the impact this is having on the role of assisted support. The sessions will share industry insights and best practice in relation to the changing role of contact centres in the digital age and learn how Convergys is applying its CX2020 Framework to shape the future.
CCA HQ, Glasgow
This interactive workshop, in association with Oracle will include: hands-on experience of mapping customer journeys; use of maps to diagnose customer experience issues and identify opportunities; designing experiences that meet your customer expectations and deliver business value.
CCA HQ, Glasgow
Leverage better partnerships and define win-win contracts in the BPO market-place. A forum focusing on the challenges and opportunities facing organisations that oursource all or part of their customer contact operations currently, or that are considering doing so in the future.
RBS 250 Bishopsgate, London
Following the success of CCA Convention 2016, we are continuing the agenda with our newly launched London Convention 2017!
Anne Marie Forsyth, CCA Chief Executive, will be moderating this practical one-day conference. Endorsed by CCA, it is tailored for those working in travel, including large, medium and small firms. It will look at ways to improve your customer service strategy, engage your workforce and improve communication across all channels.
Find out more in our events section