Annual Optimizing Contact Centers Summit 2013

Contact centers are facing many challenges these days. The customers are more and more demanding, and expect even higher quality of service that is personalized to their precise needs. Traditional calls and email communication are supplemented by alternative means, such as social media, video support or webchat, which provide customer service that is considered to be more attractive by many customers. In addition, the amount of modern technologies available and the various opportunities they bring shift the work of a contact center to a whole new level.

The role of a contact center is vital – to use all the means available to ensure customer satisfaction and thus their loyalty. Satisfied customers mean enhanced reputation and create a positive image of the company that brings along more customers and inevitably produces higher profit. Moreover, with the right amount of planning and effort, the contact center can actively become a source of profit through exploiting its potential in selling opportunities, marketing new products, and serve as an additional source of information that can also improve the relations with customers.

How to ensure customer satisfaction and loyalty? Can web chat replace phone calls? Does the added value in services such as quality customer support prevail over cost saving? How to turn the contact center from a service necessity to a profit center?
Do you rely on social media to provide more personalized
experience for your customers?
Join us at our highly successful summit that connects the top experts from the contact centers and customer services world for the fourth year in row, and you will get much more than just an answer to these questions.