B2B Event - Retrospective Challenges for Service desks and Contact centers now and in the future
“Challenges for Service desks and Contact centers now and in the future” was the theme of two round table meetings on 21 May. Here’s our retrospective on challenges for Service desks:
We see that the technology for supporting customer contacts has improved at a fast pace. The expectations surrounding artificial intelligence (AI), Omni-Channel (Social Media Channels), Big Data, etcetera, are high-tensioned, but….
- How fast are these technologies deployed in a multilingual environment?
- Does the technology fit in environments where quality prevails over price?
- Through which migration path do I bring in the technology in my processes?
As a provider of Service Desk, BPO and high value Contact Center services for companies worldwide, Innovaway together with the Customer Service Federation shared experiences and insights with a number of guests at the residence of the Italian Ambassador.
Reception by the Italian Ambassador
Mr. Andrea Perugini (Ambassador of the Italian Republic) opened the sessions. In his opening statement he also shared his view on the role played by The Netherlands in global markets: The Netherlands is not only an interesting market in itself, but also forms a gateway to the rest of the world.
After this introduction, presentations followed by Paolo Volpicelli and Gabriele de Vito from Innovaway and Joost Krol and Susan Soleimani on behalf of the Customer Service Federation.