Wednesday, 14th June, 2017
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Welcome to COCCO…
COCCO Will be a gathering of thought leaders and practitioners willing to share their insights to help you.
Experts in social media, workforce management, data security and many other areas, will help guide you into the new era of professionalised, profitable contact centres. We look forward to welcoming you.
Book your place today
Please note: This is an end-user only event. Vendors, please see sponsorship opportunities below.
COCCO is being produced in partnership with Verizon…
Your contact centre is changing and you need to keep up. The industry has smartened itself up and professionalised over the last few years; the negative coverage might still be out there but it’s a very different place from the sweatshops making unsolicited calls you might read about from time to time.
COCCO will be a gathering of thought leaders and practitioners willing to share their insights to help you.
Experts in expanding contact centres into social media, managing a remote workforce, data security and many other areas will help guide you into the new era of professionalised, profitable contact centres.
Conference for Outsourcing Contact Centre Operations
Outsourcing: The future of work for contact centres and contact centre workers
Anyone responsible for contact centre operations, needs to be at this conference
You will have people wanting to work from home and you’ll need the tool, both technical and managerial, to deal with them. You will have clients demanding that you share best practice with them so you’ll need a means of gathering and expressing this the very best from your colleagues. You will have a stronger and more profitable organisation as a result – and this event will help.
Topics of discussion
The day will be divided into keynote presentations and shared knowledge hubs. Hosted by Guy Clapperton, the subjects will include…
Social media: Is it in your contract yet?
Your client’s customer calls you and they’re annoyed. They’ve been Web chatting, which you knew. They’ve also been Facebooking and Tweeting, which you didn’t. So how do you persuade your client to let you loose on the social media feeds as well?
How do you manage the home worker?
Take a look at an empty chair. That’s what a home worker looks like – they’re not in your contact centre so you can’t use your old management techniques. So do you automate, build trust, go back to recruiting different people?
Customer engagement and experience
Surveys from BT and elsewhere have shown that customers feel they call contact centres and it doesn’t change the organisation. So what are the best ways and the best media for making them feel truly engaged and as if they have a stake in the client’s organisation?
The digital world: Rise of the robots?
Robotic process automation (RPA) is great because it eliminates the tedious, repetitive jobs that nobody really wanted to do. Only, a lot of contact centre work is precisely that – so how do we re-skill and re-enthuse a workforce that thinks it’s being motivated out of a job?
Contracting for your contacts
How many of your operatives are paid to come in and sit in a specific chair for an amount of time – and wouldn’t it be better if they and you were paid for successful outcomes? Business is moving that way – come to our event and find out how.
Data security in the new environment
Home working, automation, extra channels…now, where did we put the key? There are huge opportunities but also data risks as the new contact centre landscape emerges. At our event we will explore how to mitigate those risks.
Rightshoring: Locating your business
Everything is electronic and a lot is cloud based at the moment but location is still important. Should you prioritise real estate prices, available skill sets or some other criteria? Our event will help clarify the issues.
Become a COCCO sponsor
Our tailored sponsorship opportunities are designed to provide a solid platform to help you stand out and make an impact.