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Reducing the Overall Cost to Serve Customers Whilst Improving Customer Experience
October 12, 2022 @ 11:00 am - 12:00 pm

Featured Attendees
Reducing the Overall Cost to Serve Customers Whilst Improving Customer Experience
Does delivering a remarkable customer experience mean customer service costs need to remain high or can you achieve both cost reduction and an excellent customer experience?
 Join our roundtable to discuss how you can achieve the following benefits:
50% Cost reduction
25% Revenue Increase
60% Wait time reduction
40% Call Containment
At the roundtable we’ll discuss:
- What is the greatest communication challenge of an organization?
- Â Â How do you measure quality customer experience? Which KPIs are most important?
- Â Â What would you change in your existing customer journey to reach excellence?
- Â How can personalising communication create value?
- Â What percentage of customer interaction is supported by customer facing agents?
- Â Â What percentage of inbound customer journeys are transactional and potentially add unnecessary cost to your business
- Â Â Â What percentage of inbound customers making contact with your contact centre are VIP, high value and most profitable?
- Â Â Â In terms of potential information gaps what is preventing Right First Time (RFT) Customer Service - solving the issue in first contact as a KPI?
- How could AI and integrated agent desktop technology help improve RFT and NPS?
- Has your organization ever suffered with fraud related problems in its communications channels?
Speaker
Noel Lavery
Head of Sales, Cloud Communications, Europe
Tata Communications

Larry Venter
Larry Venter is VP Global Customer Success & Solution Engineering at Shape Security. Larry has run sales engineering and customer success teams for companies like PayPal, MicrosoftÂ
Larry Venter
Larry Venter is VP Global Customer Success & Solution Engineering at Shape Security. Larry has run sales engineering and customer success teams for companies like PayPal, MicrosoftÂ

Apply
If you are interested in attending the event, please click to register. Once completed a member of our delegate acquisition team will attempt to contact you within 24-48 hours regarding your registration to confirm your eligibility.