If you’re deeply invested in the customer service industry, you already know this one fact: June will be an exciting, educational month thanks to the 19th Annual Customer Contact Week, held this year from June 18-22 at The Mirage Hotel in Las Vegas, Nevada. Known as Call Center Week since its inception in 1999, the annual event has rebranded as Customer Contact Week in 2018, in acknowledgement of omni-channel technologies improving customer experiences in the industry as a whole.
CCW is regarded as the #1 event in the industry, this year attracting an estimated 2,500 attendees from over 900 companies, and featuring over 175 expert speakers. It also celebrates industry leaders via its CCW Excellence Awards in categories including CX Leader of the Year, Best in Class Contact Center, Best Contact Center Culture, and CX Innovation of the Year.
The annual CCW gathering focuses on a topic of major relevance to the modern customer service industry. This year, attendees will be encouraged to consider the tools, techniques, and roadmaps that move CS departments towards delivering ‘World-Class Service with Speed & Efficiency”. With several call-back solutions that significantly improve the customer experience by eliminating hold time, smoothing out call spikes, and reducing abandon rates, Fonolo is excited to support this year’s topic, and exhibit its solutions at the event.
The focus of this year’s event is on winning customer loyalty and delivering exceptional, fast, and efficient service in the contact center. This is a significant theme for us, and we look forward to sharing how our cloud-based call-back technologies fit into the modern contact center’s infrastructure by improving customer experience through improved speed and efficiency.
–Shai Berger, CEO, Fonolo
Conference-goers can learn more about Fonolo’s cloud-based call-back software solutions (while ‘rocket-launching’ for the chance to win a prize!) by visiting Booth #709. Further information on this event can be found at https://www.customercontactweek.com/.
Top Call Center Metrics You Need to be Tracking [Live Discussion]
Join this enlightening panel discussion as we highlight the metrics that are really shaping the future of the contact center.
We talk about:
- Is NPS Still Relevant?
- Should we Measure Handle Time?
- Are Phone Calls Growing or Shrinking?
- Plus So Much More!
Who should attend:
- VPs & Directors of Customer Service
- VPs & Directors of Contact Centers
- VPs & Directors of Web/Social Media
- VPs & Directors of Customer Experience
CX Architect, Banner Health
Senior Director, Product Marketing Strategy, Forrester
Independent Industry Analyst,
J Arnold & Associates