Customer experience day for contact centre leaders

ProtoCall One Customer Experience Day offers contact centre leaders multi-channel communications and PCI compliance insight

ProtoCall One, the leading contact centre consultancy and systems integrator, will host its first interactive Customer Experience Day on 30^th June 2010 at the Marriott Hotel, County Hall, London SE1 7PB, under the gaze of the iconic London Eye.  The full day of panel discussions, presentations and demonstrations will focus on four key areas which are currently of primary concern to contact centre leaders: 

• Cost-effective and innovative ways of communicating with your customers
• Managing PCI compliance fraud and other security risks within an enhanced ID&V  process
• Reducing project deployment risk  and improving stakeholder confidence
• Optimising existing customer communications channels to derive competitive advantage from improved service levels

 The first panel discussion, “Cost effective and innovative ways of communicating with your customers” will be led by industry leaders at Genesys/Alcatel-Lucent and ProtoCall One. It will focus on the lessons learnt from extensive experience of running multi-channel communications projects over recent years.

This will be followed with a presentation by Salmat’s EMEA general manager, Sean Keane, entitled: “Managing PCI compliance, fraud and other security risks within an enhanced ID&V process,” focusing on the challenges of building a multi-channel contact centre estate which complies with the tough payment card industry’s data security standard (PCI-DSS). 

The PCI-DSS is a multi-faceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protection measures. The standard is intended to help organisations proactively protect customer account details. 

Empirix’s marketing director, Trevor Richer, will also speak on: “Reducing project deployment risk and & improving stakeholder confidence”.

Over lunch delegates will be able to gain further insight into what true ‘multi-channel engagement’ really means by looking at the work ProtoCall One undertook for the NSPCC’s ChildLine service – as it moved to reinvent itself as a full multi-channel web-based service. The multi-channel solution created for the children’s charity was specifically designed to make interaction easier and more secure for troubled children.  

Andy Turner, ProtoCall One’s solutions director and WFM provider OpenWave will host a session entitled: “Optimising existing customer communications channels to derive competitive advantage from improved service levels.” This will include discussion on the latest self service and workforce management technologies able to deliver more service for less cost. The day will finish with an ‘ask the experts’ panel discussion – an opportunity to question industry experts on enhancing contact centre communications capabilities.

 Rob Sherwin, head of marketing at ProtoCall One and organiser of the event, commented: “This Customer Experience Day is the first of a series ProtoCall One will run to help contact centre operations and customer services leaders share insight and expertise with their peers, linked to projects that are ongoing or recently completed. There is real value in sharing this experience interactively because the challenges of managing change in contact centres remain both complex and varied. Identifying and sharing best practice is important to ensure success.”