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Optimising Contact Centres Summit

Vienna, Austria

Our 11th Annual Optimising Contact Centres Summit has been designed to cover the latest trends and challenges regarding new AI-based tools and strategies in contact centres, self-service, opportunities and weaknesses of inhousing vs. outsourcing of call centre activities, data analytics, the importance of people aspect and many others. At our contact centre event you will hear from leading banks, telcos, airlines, hotels, retailers and other companies internationally that have managed to provide best-in-class service to their customers.

At this contact centre conference, leaders of top players in the cross-industry will share their valuable insights and solutions for challenges we are all facing. Take advantage of networking opportunities ensured by limited seats of this event and join us in order to share ideas with like-minded people, gain inspiration, learn from experienced C-level executives and establish important business contacts!

Hot Conference Topics

Will Be Discussed
  • Keeping up with the customers - Anywhere, anytime, on any device
  • Visual customer engagement leading the way of a new era of contact centres
  • Is real-time, on-demand access to agents becoming a norm in 2020?
  • What are the most effective AI-based tools and solutions for contact centres?
  • Analytics becoming the driving force in all contact centres
  • Contact centres and the importance of navigating between multiple channels with ease
  • Predicting customer behaviour with AI to handle customer expectations more effectively
  • Which channels are most profitable? Measurement of interactions, holding competitive advantage

Who Will You Meet

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from banking, telecommunication, pharmaceutical, aviation, hospitality, retail and automotive industries involved in:
  • Contact Centre
  • Call Centre
  • Customer Service
  • Self Service
  • Customer Care
  • Customer Operations
  • Customer Support
  • Customer Contact
  • Omnichannel
  • Complaints Management
  • Digital Care
  • Digital Channels
  • Social Care
  • Social Media (Servicing)

Key Speakers

  • Paolo PORRATI, Head of Customer Service, Generali
  • Svetla SCHEIBER, Customer Success Manager, Microsoft
  • Benedikt DORMANN, Director Global Customer Service, N26
  • Vitalija BARZDENE, Head of Contact Centre, Tele2
  • Darko POPOVIC, Group Head of Customer Service, Ferratum Bank
  • Oliver VIERECK, Director Outsourcing Vendor Management, Sky
  • Björn SJÖLANDER, Performance Manager, Customer Support Centre
  • Alexandra DA SILVA, Strategic Advisor for Global Contact Centres
  • Jens KANNLER, VP Partner Management Customer Service
Pre-Conference Workshop: 6 October 2020 (15:00 - 17:00)
Main Conference: 7-8 October

Please fill in your name and email to receive the Summit Agenda of this event.


Hotel Melia Vienna
Donau City Strasse 7, 1220
Vienna, Austria

Event details
Organizer : Allan Lloyds
Event type : Conference
Reference : ASDE-22406