Expo Relación Cliente 2019, being held in Madrid from 9-10 October 2019, is one of Southern Europe’s largest dedicated contact centre and customer experience events. Organised by IFAES (International Faculty for Executives), the Expo is expected to attract more than 2,000 contact centre professionals.
David Sánchez de Miguel – Director of Marketing and Sales for Callware, part of Sabio Group – will be speaking at the event and moderating a discussion titled: ‘Solutions to Simplify, Modernize and Automate the process of quality, people management and decision-making’.
Speaking ahead of the event, David commented: “while companies are of course focused on automation, the reality is you can’t automate everything. Sometimes, the need to simplify processes and streamline operations management is just as important. At Callware we’re expert in both automation and the identification of those customer processes and interactions that require further support. Verint solutions, for example, are ideally suited to automating engagement and enabling customer experiences to be faster, personalised and more enjoyable.”
Also taking part in the discussion is Rafael González (NPL Director of INTRUM), Ricardo Calvo (Deputy Director General of Multiasistencia España) and Sandra Cortez (Director of Verint for Spain, Italy and Portugal). The expert panel will explore how to reduce the complexity of operations management, transform operational decision-making and reduce overall costs while still offering a brilliant customer experience. The discussion will also feature case studies from INTRUM and Multiasistencia España.
Expo Relación Cliente 2019 focuses on key technologies that can unlock significant value for the contact centre and customer experience professionals, including Customer Experience Analytics, Cloud Contact Centre and Employee Engagement, as well as the key role played by AI and its implications for innovations such as Virtual Assistants.
You can find out more about the event here.