Challenges for Service Desks and Contact Centers now and in the future
The technology to support customer contacts improves at a high rate. The expectations surrounding artificial intelligence (AI), Omni-Channel (Social Media Channels), Big Data, etcetera, are high-tensioned, but....
How fast are these technologies deployed in a multilingual environment?
Does the technology fit in environments where quality prevails over price?
Through which migration path do I bring in the technology in my processes?
These are just a few questions that will be discussed during the introductory conference with Innovaway at the Italian Embassy in the Hague.
On 21 May 2019, Innovaway organizes two Congresses with the theme "Challenges for Service Desks and Contact Centers now and in the future!" Innovaway is an Italian IT Service Provider that distinguishes itself by the availability of 25 (mother) languages in the execution of its customer contracts.
These contracts concern both service desk and contact center agreements with quality and flexibility. Many companies will agree that they think just as Much, but that price is not entirely irrelevant. For this reason Innovaway follows the technical developments around the Service Desk closely.
09:00 – 09:30 Reception and coffee
09:30 – 09:45 Welcome by the Italian ambassador (Andrea Perugini)
09:45 – 10:00 Opening by Chairman (Paolo Volpicelli)
10:00 – 10:30 Innovation at the Service Desk (Gabriele de Vito – Innovaway)
10:30 – 11:00 Trends & Future Contact-Centers (Joost Krol – Customer Service Federation – KSF))
11:00 – 11:30 Customer Perspective
11:30 – 12:30 Lunch and 1 on 1 meetings
12:30 – 13:30 Reception and lunch
13:30 – 13:45 Welcome by the Italian ambassador (Andrea Perugini)
13:45 – 14:00 Opening by Chairman (Paolo Volpicelli)
14:00 – 14:30 Innovation at the Service Desk (Gabriele de Vito – Innovaway)
14:30 – 15:00 Trends & Future Contact-Centers (Joost Krol – Customer Service Federation – KSF))
15:00 – 15:30 Customer Perspective
15:30 – 16:30 Snacks and 1 on 1 meetings