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Noble Exchange 'Generation Z and the Contact Centre' London

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HMS Belfast

The Queen's Walk

London

SE1 2JH

United Kingdom

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Noble Exchange 'Generation Z and the Contact Centre – Challenge or Opportunity?

Traditionally described as being born between the mid-1990s and early 2000s, 'Generation Z' represents the new wave entering the contact centre workforce this year. In order to attract and retain the brightest agents, the technology to support them becomes even more important. No longer are clunky, disparate systems acceptable for the workforce - or indeed the customer. Learn how new technology such as Real-Time Speech Analytics, Best Time to Contact Analytics and advanced WFM can transform your contact centre.

Noble Systems customer, Account Technologies will share their experiences in motivating and engaging agents to keep your attrition low. Using key employee strategies including treating them fairly and making their opinions count, Account Technologies use 360° concepts to boost morale and show that everyone from your CEO to your trainee agents are as important as each other on your journey to becoming the best contact centre you can be. By gaining insight into one of Europe’s top contact centres, you will take back step ahead of your competition.

Carolyn Blunt from Ember Group will present ‘It’s Time to Focus on People’. In the contact centre industry, there is a constant drive to improve. Improve first-time call resolution, improve average handling time, and improve systems through technology. But where do people fit into all of this? There has been such a strong emphasis on metrics and technology as key components for improving contact centre efficiency for so long, but what about the people? How much time are we spending focusing on the humans that are at the centre of delivering an important part of our customer experience? This presentation will focus on the value of connecting with people… people that are passionate about customer service and making the industry a stimulating environment to work in.

Date: Thursday 13th July
Time: Registration & Breakfast 08:30 to 09:00, Event 09:00 to 11:00
Location: HMS Belfast, The Queen's Walk, London SE1 2JH
Cost: Free



Frequently Asked Questions

Who should attend?

Any contact centre manager, head of operations, head of customer experience looking to improve their contact centre productivity whilst retaining the brightest agents.

What are my transport options for getting to the event?

HMS Belfast is easily accessible by public transport. To plan your journey visit tfl.gov.uk.

Nearest tube stations:

Nearest train stations:

London Bridge is a 5-minute walk

Plan your rail journey with National Rail

Where can I contact the organiser with any questions?

The organiser is Sian Ciabattoni, Marketing Director of Noble Systems, her email address is sciabattoni@noblesystems.com and phone number is 0161 772 7117.

Is my registration/ticket transferrable?

Yes, please email sciabattoni@noblesystems.com with the alternative name and job title.

Do I have to bring my printed ticket to the event?

No, but please be prepared to show your e-ticket if requested.

What is the dress code?

The dress code is business casual.

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Date and Time

Location

HMS Belfast

The Queen's Walk

London

SE1 2JH

United Kingdom

View Map

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