Sundar Arumugham

Director - Customer Care Strategy & Innovation HP

Pre-Conference Workshop Day - Tuesday, 16 July 2024

10:35 AM Beyond the Basics: Leveraging Analytics to Measure and Optimise Contact Centre Performance

  • Discussing strategies on utilising analytics to track KPIs for insights into operational efficiency and customer experience and turning into actionable initiatives
  • Analysing data trends to identify patterns, fluctuations, and areas of improvement in contact center operations
  • Employing predictive analytics models to forecast future trends, anticipate customer needs, and optimise resource allocation

Main Conference Day 1 - Wednesday, 17 July 2024

10:10 AM Fireside Chat: Leveraging Customer Journey Mapping to Drive Customer Contact Excellence

  • Using customer journey mapping to understand customer engagement and contact pain points
  • Explore strategies for leveraging customer journey maps to facilitate seamless omnichannel experiences
  • Discover how customer journey maps provide insights into agent-customer interactions to optimise performance metrics and resource allocation

4:20 PM Empowering Customer Contact Centre Agents with Digital Tools and Critical Training

  • Providing agents with access to real-time customer data and knowledge bases to enable efficient and informed responses
  • Implementing training programs to equip agents with the skills and knowledge to effectively utilise digital tools and technologies
  • Encouraging agents to provide feedback on digital tools and processes to identify areas for improvement and enhance user experience

Check out the incredible speaker line-up to see who will be joining Sundar.

Download The Latest Agenda

In Partnership With :

CCW Digital

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