CNews online conference “Modern contact centers 2022” will be held on July 7

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On July 7, 2022, CNews will hold an online conference “Modern Contact Centers 2022”.

On July 7, 2022, CNews will hold an online conference “Modern Contact Centers 2022”.

According to iKS-Consulting forecasts, the Russian market of outsourcing contact centers in 2021 will grow by almost 18% and will reach almost 29 billion rubles.

The main growth factors are the need to increase customer loyalty against the background of increased competition and a significant increase in online sales, the transition of many businesses to remote service.

The second factor manifested itself quite sharply and unexpectedly, which to a certain extent contributed to the transfer of contact center functions to outsourcing, analysts say.

The main consumers of outsourcing contact centers are still the financial sector, telecom and retail. By the end of 2021, they can provide about 40.7 thousand jobs, including home-based operators.

Main questions for discussion:

Contact center market

  • What impact has the pandemic had on the contact center market?
  • How did the global and Russian contact center market develop in 2021?
  • What digital channels are used by contact centers.
  • How the availability and speed of service by contact centers is changing.

Technology

  • Chatbots in contact centers.
  • What should be a voice assistant.
  • Interaction with the client through social networks.
  • Pros and cons of interactive voice menu (IVR).
  • Speech analytics.
  • Automatic calls.
  • Voice biometrics.

Solutions and projects

Presentations will be made by:

Julia KravchenkoProduct Manager SmartSpeech Insights, SberDevices;
Ilya ShirovDirector of Automation of Digital Interaction with Clients, Raiffeisenbank;
Marina PetryaevaManaging Director of the Contact Center Development Department, VTB;
Olga Tsygankovadirector of the “single contact center”, “Citilink”;
Irina KorolevaOperations Director, On Clinic International Medical Center;
Ekaterina LazarevskayaHead of Operations Center for Omnichannel Sales Support, Austin Russia;
Yuri PchelinHead of Corporate Services Support, X5 Group;
Olga SilanovaTeam Leader, Customer Service Department, DPD in Russia;
Victor Morozovhead of the contact center, “220 Volt”;
Yana SokolovaHead of Operations, Dostavista.

For representatives of ICT companies, the cost of participation is 5,000 rubles.
For representatives of all other companies participation is free*.
* – in case of confirmation from CNews Conferences

For additional questions, please contact e-mail: [email protected], Elena Zabrodina.




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