Head of Contact Experience
Airtel Networks Kenya Ltd
9:00 AM Evolving into an interactive engagement centre to serve customers across integrated digital and telephony channels
The role of the contact centre is changing. It is no longer simply focused on sales and/or servicing but also on exploiting opportunities to deepen customer engagement. Learn about new digital strategies on how to increase customer engagement by offering a differentiated experience that integrates the human touch within digital channels. Combine the right channel strategy and proactive contact by guiding customers to the most appropriate channel for their query and how to improve customer satisfaction and sales revenue through the use of digital channels. You will also discover how to exploit cross-selling opportunities with personalised and tailored offers in the customer’s chosen digital channel, as well as illustrating how changing customer behaviour is evolving today’s contact centre.
9:00 AM Morning Panel Discussion: Doing it in-house or outsource? What makes the most business sense?
One of the constant debates among call centre and customer experience managers is whether or not to keep customer contact centres in-house – or, to have them outsourced to BPOs. This session will thus visit the debate, addressing the most important considerations that must be had before making a decision. The presentation will prepare you to tackle the most pressing question faced by call centre managers so that you can make the best decision for your organisation: should I stay in house or should I outsource?