Conference Agenda

Download the conference agenda here!


The conference sessions will cover the following topics:

Day 1 – 15th of May, 2012

SESSION ONE: STRATEGY FOCUS

Think strategy or else! It’s time to be a LEADER.

How to integrate Social Media in the Customer Service tools

Emotional versus rational benefits, how to exceed customer expectations

Creating habits through Customer Care strategies

Case studies & debates: strategic do’s and don’ts – stay ahead of your competition.

SESSION TWO: TECHNOLOGY BOOST

The future is NOW. Are you ready to IMPRESS your customers?

Measurable results through state-of-the-art IT investments

Integration versus Upgrade, how to get the most out of your hi tech resources

IVR innovations, the best ways to keep your customers close

Case studies & debates: Something old, something new – keeping the right technological balance


Day 2 – 16th of May, 2012

SESSION ONE: OPERATIONS PERFORMANCE

Flawless doesn’t cut it anymore. Can your brand TOP that?

Outsourcing versus Insourcing for better performance

How to get the most out of your employees

Operational Management solutions for exigent brands

Case studies & debates: Operational perfection, surreal versus tangible solutions.

SESSION TWO: CONTACT CENTER AWARDS 2012

The best of the BEST in the call center industry? You just found them.

Rewards – Contact Center Awards 2012

Talks – Success stories

Networking – Business Cocktail