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

Exciting news! evcoms has been honoured as Business All-Star Workforce Engagement Company of the Year 2024-25! This accolade reflects our team’s dedication to enhancing workforce engagement through innovative solutions.  A huge thank you to our talented team and valued clients for your support! Here’s to driving success together with quality and inclusivity!

AIBF accreditation serves as an independent validation of evcoms’ commitment to excellence, innovation, and inclusivity.

It also reinforces the company’s ongoing efforts to foster a work environment that prioritises employee engagement, client satisfaction, and cutting-edge technological solutions.

Reacting to the news of the company’s achievement, CEO, Mark Evans said:

“We are deeply honoured to receive this Business All-Star Accreditation. At evcoms, we believe that workforce engagement is at the heart of business success, and this accolade validates our continuous efforts to innovate and provide top-tier solutions for our clients. This achievement also reflects the dedication of our team, whose expertise and commitment have been instrumental in driving the company forward.”

The All-Ireland Business Foundation is an autonomous national accreditation body tasked with enterprise development and the promotion of Best-in-Class Irish businesses.

As the accreditation body for the Business All-Star mark, the AIBF recognises Best-In-Class Irish businesses. Companies that merit recognition based on an independent audit of their performance, reputation, and customer-centricity.

Business All-Star Accreditation Is The Nation’s Symbol Of Trust. Currently, there are over 700 companies that are accredited by AIBF. Since 2014, over 5000 companies have participated in our programs.

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