The use of technology to drive automation and enhance service levels within customer contact centres is a strong business growth and service level driver. Nuanced deployment of this technology can improve overall customer experience, and this session will consider where to find the sweet spot between human interaction and automation for your customer contact centre:

• How can the deployment of technology within contact centres make a tangible difference to service levels?
• Successfully blending Contact Centre and CRM technologies to optimise the client relationship and deliver a genuinely personalised experience
• How does a changing technology environment impact the core skills needed for customer centre staff?