We are pleased to announce that our first event of 2020 is the Future of the Contact Centre Conference! The conference will take place on February 13th at the Victoria Park Plaza Hotel in London, where we will be sponsoring and exhibiting.
Now in its fifth year, the Future of the Contact Centre Conference aims to give its delegates the correct tools, strategies and techniques they need to deliver successful contact centre strategies in this new technology-driven, customer-centric world. There will be networking sessions, topic streams, and two seminar halls with a range of speakers from Enterprise businesses such as BT and Virgin Holidays, all focusing on customer service and experience.
As a sponsor of the event this year, Wranx will be hosting a roundtable session at 2pm in the exhibitor hall. ‘The Future of Employee Learning within Contact Centres’ will focus on addressing the pain points faced by senior level delegates and their learning strategies. In the session, we will be discussing what technologies can be used to enhance this, including the Learning Experience Platform (LEP). Discussions around the benefits, use cases and how to draw out the most value from utilising an LEP will be a main focus, alongside the potential downfall of the traditional Learning Management System (LMS).
We will also be discussing HomeAway Europe as a real client case study, as they achieved a reduction in call handling times by an average of five seconds per call after implementing Wranx. We will take a closer look into how this established contact centre achieved this vital metric through the use of an LEP in their agent training.
So, if you are attending the conference this year, ensure you stop to visit us at Stand 15. We will be giving live demos of our learning platform, and showing how on-demand learning and Spaced Repetition can help with issues of onboarding and knowledge decay.
In the run up to the conference, we have also had two blogs and ebooks published on the Engage Customer website. Our two blogs have focused on the best onboarding practices for contact centres and the vital components of customer service training.