The best practices of Contact Centre 2020
Despite the current situation, on September 30, 2020, it was possible to gather in one place the leading professionals of the Ukrainian market in the field of contact centers and customer service. More than 150 qualified industry professionals met and discussed the most pressing issues of telecommuting with clients during a practical conference «Contact Centers: Best Practices».
As part of the conference in just one full day market professionals of contact centers were able to visit the strategic and 2 practical sessions, 6 specialized workshops, round tables, presentations of 5 finalists and the awards ceremony of professional awards DzWINNER, as well as to evaluate the 12 thematic reports, highlighted more than 30 real cases.
Areon Consulting has been a permanent partner of the Contact Centers: Best Practices conference for ten years and helps to develop the Ukrainian contact center market in every possible way. The event has long secured the status of the most significant professional event in the contact center industry and sets rather high requirements for content, therefore, in order to interest the audience, the company’s specialists have to constantly share the most interesting developments and relevant practical experience. And 2020 was no exception – Konstantin Torkhov, head of contact centers at Areon Consulting, delivered a master class «Omnichannel service: a view from the perspective of a client and business».
During the master class, the participants were able to consider in detail the key advantages of using omnichannel services in a modern contact center on practice, disassemble «the pitfalls» during its launch, and also evaluate development plans using examples from leading companies in their segments.
Areon Consulting is a developer of an effective omnichannel solution for contact centers, which not only has the best price-quality ratio on the market, is highly scalable and has wide functionality, but is also developed on the basis of the popular industrial solution VICIdial. Already today, the company has more than 50 successful projects for the construction and development of contact centers, and Areon Consulting clients are willing to share their practical experience during specialized professional events.
The current situation introduced a large number of restrictions and led to a change in the format of the event in 2020, but this did not significantly affect the assessments of the participants. Thus, 94% of conference attendees positively assessed the changes and not a single participant noted that he did not like the format.