For more information please visit - www.zendesk.com/satisfaction
Conference Programme available here
How many businesses do we communicate with on a typical day? From the coffee shop to the cable provider to an airline to the hardware store and on and on, we spend a good portion of our day interacting with the businesses that help us run our lives. We rely on what they sell and they rely on us to buy it, so we call them, visit their shops, look up something on their websites, write them emails. Some of these interactions go well and some do not.
This Conference will provide you with the opportunity to gain insight and examples from some of the world’s most visionary customer service professionals - on how they have transformed the perception of established brands or built hyper growth businesses on the back of providing exceptional customer service.
Join us at The Art of Customer Satisfaction and hear from industry leaders such as Mikkel Svane, on the democratisation of support via the cloud.
At the conference you will:
08:00 - Registration Opens
09:00 - Keynote : The Art of Customer Satisfaction
10:00 - 17:00 Panel Sessions and Case Study Presentation
11:00 - 18:00 Training Workshops
17:00 - 20:30 Networking Reception
Confirmed Speakers Include:
Mikkel Svane - CEO, Zendesk
Matt Price - VP EMEA, Zendesk
Sam Boonin - VP Products, Zendesk
Customers Speaking include: GlossyBox, Made.com, Home Retail Group, Sure Telecom, Fruugo, Dotmailer, GoodData, Farfetch
Knowledge Management : Getting the best out of your self service environment.
Understanding how to set up a self service area, what to measure, what to look for to maximise your customer's experience - This session will also look at ways to ensure consistency in the answers given across different channels and making user content available to agents.
The 3 Rs. Recruiting, Retaining and Rewarding a high Performance Customer Support Team
An step by step guide to recruiting, retaining and rewarding a customer support team. This session will give you tips on interview techniques, scaling your support teams across geographies and more importantly ways to reward and recognise your team's great work.
Bridging the Gap - API integrations to provide a seamless view of the customer
A guide to using Zendesk efficiently with other technologies, how using cross system integration can improve efficiency across your teams. Effective use of the API will ensure that your teams always have access to the information they need to serve your customers properly.
Hear your customer! integrating your existing phone systems into Zendesk
Voice remains one of the most important channels when a customer needs an instant resolution. This session will look at ways of integrating existing voice systems into Zendesk, how you can maximise the ROI on the investments you have already made and the different ways you can ensure you are providing a full omni-channel solution.
Gaining Insight - using the business intelligence from your customer interactions
"What is measured can be improved" - this workshop will explore the metrics you have available, focus on the top five and help you to understand how you can measure your team's performance, and your customers overall satisfaction. Delegates will also learn how to effectively make dashboards for sharing key information across the organisation.
Zendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com.
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