25 - 27 September, 2018 |
NH Prague City Hotel, Prague, Czech Republic

Veronika Krasnohorska

Innovation Advisor
Slovak Telekom

11:00 AM Headline panel session: Don’t fear the robots! Leading your team through an era of automation

  • The machine will not replace the human –Educate your workforce to understand the benefits of automated customer care instead of approaching it as threat
  • A new wave of training – Identify the future skills gap early and train now to maintain a highly productive, motivated and empowered team
  • Innovating from the bottom up – Encourage collaboration in the workplace to generate ideas from those who are carrying out customer service daily

12:15 PM Case Study: Changing a corporate culture in an era of digital transformation

  • Ergonomics – Adapting your office environment to the changing demands of a digital customer service to motivate and enhance wellbeing
  • Listen to your workforce – Continuously improve your customer experience by implementing transparent communication platforms enabling your teams to trouble shoot and relay problems quickly to the right department
  • Reward your workforce accordingly – As you invest to take your customer to a digital first service, adapt your workforce incentives to reflect this change internally

Check out the incredible speaker line-up to see who will be joining Veronika.

Download The Latest Agenda