Join us at The Clayton Hotel, Leopardstown

Wednesday the 15th of October, Registration 08:30am   

Thank you for joining us at Lawlor’s of Naas, Co.Kildare

Thursday 13th February 

In today’s fast-paced, customer-driven world, knowledge is more than power—it’s the key to delivering exceptional customer experiences. This exclusive event, hosted by evcoms in partnership with NICE, delves into how knowledge management, intelligent AI, and innovative CX solutions empower organisations to exceed customer expectations.

Please see below for the slide deck’s from the event:

Key Topics Include

• Insightful Keynotes: Industry leaders and thought pioneers will share how embracing the power of knowledge can transform CX strategies.
• Expert Panel Discussions: Explore the role of AI-driven tools and actionable insights in improving customer satisfaction and operational efficiency.
• Interactive Demonstrations: Experience NICE’s cutting-edge technology in action, including their latest solutions for knowledge optimization in contact centres.
• Networking Opportunities: Connect with CX professionals, industry experts, and thought leaders to exchange ideas and best practices.

Attendees will gain actionable insights into harnessing the power of knowledge to streamline customer journeys, improve first-contact resolution rates, and deliver personalised experiences that drive loyalty and growth.

Agenda

09:00 – 09:30 | Registration and Breakfast
09:30 – 09:45 | Welcome and Intro
09:45 – 10.45 | Putting NICE in context
10.45 – 11:30 | Knowledge Demo
11:30 – 11:45 | Coffee break
11:45 – 12:15 | Panel Conversation
12:15– 12:20 | Q&A
12:20 – 12:30 | Closing Remarks

Exploring how businesses can leverage data-driven insights to enhance customer experiences (CX) and operational performance continuously.

As customer expectations evolve, contact centres must go beyond traditional operational efficiency to deliver exceptional customer experiences.

This webinar, brought to you through the partnership between evcoms and NICE in association with CCMA, hosted by Mark Baldwin, will explore how businesses can leverage data-driven insights to enhance customer experiences (CX) and operational performance continuously. The session will focus on key strategies for achieving business goals using omnichannel interaction analytics, improving customer satisfaction, and driving operational excellence.

• Understanding and Optimizing Customer Journeys: How businesses can better understand customer experiences and improve them through detailed journey analytics.
• Improving Agent Performance: Using AI-powered analytics to automate evaluations, coach agents effectively, and optimize performance. We’ll explore how to reduce abandoned interactions, decrease average handling time (AHT), and lower excessive agent hours.
• Operational Excellence: Methods for effective planning, forecasting, and scheduling across all channels, with a focus on cost optimization and employee engagement.
• Voice of the Customer (VoC) and Feedback Management: The importance of acting on feedback to drive efficiencies, increase agent engagement, and identify root causes of dissatisfaction.
• Risk Mitigation and Compliance: Ensuring businesses stay compliant while continuously improving their operations through actionable business insights.

Join Us at Kilkea Castle, Co. Kildare, Ireland 

From 9.15am Thursday 3rd October

Staying competitive in the fast-paced CX industry can be challenging. Join us for an insightful breakfast briefing with experts from across the industry who will discuss how organisations can leverage AI to transform customer engagement.

Discover how companies can effectively adopt AI, its opportunities for customer interaction, and its impact on contact centers and agents. Learn strategies for implementing a comprehensive AI approach in CX to strengthen customer relationships.

This event is a must-attend for those looking to stay ahead of the curve with the latest AI-driven trends and innovations in CX.

Key Topics Include

•  An overview of AI in CX: current trends and challenges.
• The rapid adoption of AI in CX and the reasons behind it.
• How technological advancements are driving improvements and reducing costs in contact centres.
• The impact of AI on contact centre agents: changes in roles, numbers, and challenges.
• The future of AI in CX: expected advancements in the next 2-3 years, including the rise of multi-modal automated conversations and outcome-focused interactions.
• Achieving a holistic AI approach in CX: exploring the integration of human and AI elements to enhance the overall customer experience

Agenda

09:15 – 10:00 | Registration and Breakfast
10:00 – 10:15 | Welcome and Intro
10:15 – 10:35 | Putting NICE in context
10:35 – 11:00 | AI Demo
11:00 – 11:15 | Coffee break
11:15 – 11:45 | Panel Conversation
11:45 – 12:00 | Q&A
12:00 – 12:15 | Closing Remarks

Transforming the Contact Centre with AI & Automated Interaction Summaries

As customer expectations evolve, contact centres must go beyond traditional operational efficiency to deliver exceptional customer experiences.

This webinar, brought to you through the partnership between evcoms and NICE in association with CCMA, will explore how NICE, CXone, and Enlighten AI are revolutionising contact centres by automating interaction summaries, reducing manual effort, and driving significant ROI.

Join us on April 19

Please join evcoms for an insightful breakfast event on January 17th. Partnering with Verint and in collaboration with the Contact Centre Management Association (CCMA), we’re excited to present “Maximizing CX with AI Innovations: Moving Beyond the Hype.” Explore the dynamic realm of AI and how it enhances customer experience.

Our keynote speaker, Alan Gates, an AI Thought Leader and Solutions Consultant from Verint, brings over twenty-five years of expertise in presales, system design, and implementation. Alan has significantly influenced numerous customer contact and workflow projects, making him a valuable asset.

With AI garnering extensive media coverage, organizations are eager to leverage rapid innovations. However, concerns about AI’s impact on the workforce and maintaining customer relationships amid automation are prevalent. In this session, Alan will guide us on transitioning from research to delivering tangible business value through AI models. The focus lies on enhancing CX and optimizing operational efficiency. Join us for an engaging discussion on leveraging AI’s potential for your operations.

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