Future of the Contact Centre Conference

Contact centres in the traditional sense are changing and in 2020 it was said that some contact centres made more changes in 10-weeks than they had in 20 years.

 

The role of the agent is also changing as AI and automation infuse the contact centre with bots with empathy, speech analytics and non-human agents that speak in a tone so advanced, that customers will not even be aware they are dealing with robotics. In today’s increasingly digital world though, human interaction is a necessity rather than a luxury and superagents with specialist skills or a deep interest in a brand’s products or services are emerging – the future of call centre will be a mix of AI and human interaction.

 

Our CPD accredited virtual Future of the Contact Centre conference will bring into sharp focus these profound changes in the world of customer contact and highlight the evolving mix of technologies, processes and people in an uncertain business environment.

 

The seventh Future of the Contact Centre conference in 2022 is designed to deliver to our delegates, through a mix of case studies, panel discussions and in-depth interviews with industry leaders, a raft of world-class content in a virtual environment – where they will come away with the tools and techniques to deliver successful contact centre strategies for the future, where the human experience of engaging with such ground-breaking robotics and AI driven technology is as strong, if not stronger, than dealing with an actual human.

 

 

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