Contact Centre Evolution – Achieving Operational Excellence and Efficiency

Genesys Gold Partner Foehn, is hosting a series of virtual roundtables focusing on different verticals and topics. Coming up next on 24th June is Contact Centre Evolution – Achieving Operational Excellence and Efficiency which focuses on BPOs. The roundtable features contributions from kiwi.com and Frost and Sullivan, outsourcing experts from CPM and Contact Centre Panel as well as Genesys’ Ian Campbell.

In this round table style webinar, we ask leading contact centre industry experts their views on how best to achieve operational excellence and gain a competitive advantage. We will discuss how technology is driving channel shift and how outsourcers and in-house operations can, if done correctly, reduce headcount and costs without it affecting service quality and delivery.

We will discuss:

• How technology is driving channel shift
• How outsourcers and inhouse operations can reduce headcount and costs without it affecting service quality and delivery
• How to gain competitive advantage to win a project or maintain clients

We have a great line up of speakers to discuss this topic and spark debate, which will be followed up with an audience Q&A

Confirmed speakers are:

• Leonard McCullie, VP of Vendor Management at Kiwi.com
• Chris Peddie, Contact Centre Solutions Applications and Innovations Manager at CPM
• Axel Ericsson, Senior Business Development Manager at Foehn Ltd
• Alexander Michael, Global Practice Area Leader for Information and Communications Technology at Frost & Sullivan
• Phil Kitchen, Managing Director at Contact Centre Panel
• Ian Campbell, Sales Specialist Director for Digital Artificial Intelligence Solutions at Genesys