Taking contact centers to the next level

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  • Digital Business

In order to deliver the best service for your customer, you sometimes need to reinvent yourself…

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The House of Contact Centers helps contact centers to improve their business. In the past, they used to carry out manual assessments at the client's premises, which took a lot of time and effort.   

Consultants need to be able to focus on what is really important: helping businesses evolve.

THoCC has therefore decided to optimise their processes, in collaboration with Studio Dott. This collaboration resulted in a digitalized assessment process, which allowed THoCC to collect and analyze the necessary data much faster and more efficiently.

As a result, the customer (24+) can carry out and keep track of their own assessments. Advantage: THoCC's consultants can focus on their strength (business improvement and helping customers). In addition, THoCC now has the opportunity to concentrate on international growth and scaling.

But digitization also has a lot of advantages for 24+ and other contact centers. Now 24+ can continuously monitor, change, adjust and respond much faster and more quickly. For example, a chatbot was developed that functions as the first point of contact for general questions. Throughout the entire project, 24+ employees can be more involved, and they too feel happier.

Carl Buelens of 24+ already talked about it: The most important thing is that employees feel happy in their job, that they are involved and that they are heard. Thanks to this digitization project, both the consultants at THOCC and the employees at 24+ can continue their work with even more passion, thus making the end customer happy.

Relive the evening

Head over to the Related tab and download the presentations. Or have a look at the pictures in the Pictures tab.

17:45

Welcome with small tour through 24+ contact center

18:30

Presentations:

Growth through digitalization: Consultancy goes DIY
Pieter Lesage, Studio Dott

LevelX4: User centered design applied to the business case
Jonas Callewaert, Studio Dott

The impact of this model on ThoCC
David Gybels, THoCC

How a self-service assessment can be a support when facing challenges
Carl Buelens, 24+

20:00

Q&A

20:20

Networking drink

24+ Berchem

Posthofbrug 6/8
2600 Berchem

You can find all information on how to get there by bike, by car or via public transport here.

Directions by car