Call Center Week Summit 2012

Year over year, we have built our programs based around our attendee’s feedback, successful previous sessions and continuous research in call center management. This year, Call Center Week presents The Summit to take it to a whole new level. We’re looking at the changes facing contact centers and addressing them head on.

What’s your social media strategy for communicating in the public domain with customers wanting instant gratification?
How effectively are you communicating with customers in a multichannel environment?
How are you leveraging social media to reduce contact center calls and drive the strategic direction of your business?
What technology are you leveraging to enhance customer experience and efficiency?
The way customers want to connect with you is changing. In 4-5 years, will customers still want to call you or will they be using self service or want to connect through a different medium (eg social media, chat)? What should we do now to prepare for this trend? Eventually, call centers won’t be transaction centers; they will be relationship centers. This event is designed to provide the insight, skills and strategy needed to embrace the megatrends and transform the call center.