Ventrica was yesterday proud to take part in the annual international conference of the Association of Portuguese Contact Centres. Managing Director, Dino Forte spoke to over 500 delegates in Lisbon at the Centro de Congressos do Estoril. The theme of this year’s event was focused on Contact Centers Challenge: ‘What we are and what we’ll be’.
Dino’s talk on Contact Centre Evolution: Ventrica’s Guide to the Galaxy, provided an insight into how the UK’s 6,225 contact centres (Source: ContactBabel) are changing in a world of heightened customer expectations, the rise of social and the opportunities of AI and automation.
From the do’s and don’ts of chatbots through to the decline in live voice interactions in favour of web chat, digital channels and personalisation, Dino gave a flavour of the shift-shaping nature of the current contact centre landscape and how it is likely to develop over the next few years. One of the key conclusions was that Customer Experience (CX) would continue to grow in importance and would provide a crucial differentiator for brands who wanted to stand out from their competitors.
As one of Europes leading outsourced contact centre providers, Ventrica works on behalf of many international brands providing CX across multiple time zones, drawing on its native language speakers fluent in English, Italian, German, Spanish, French and Dutch.
If you would like a copy of Dino’s presentation please email Katie Eyre on [email protected]
Dino was invited to speak at the event by Altitude, one of the event sponsors and also long-term technology supplier to Ventrica.
For further information on the Association of Portuguese Contact Centres visit https://www.apcontactcenters.org/