Employee engagement in a multilingual contact centre
The world is getting smaller. Contact centres are serving a more diverse customer base, with many different languages being spoken. How do brands create a working environment that is engaging and effective with different languages being spoken and different cultures coming together?
Join us in Lisbon, Portugal, to discover how to elevate employee engagement and satisfaction through cutting-edge practices in multilingual support. You’ll also gain invaluable insights into how AI and advanced technologies are transforming hiring, training, and performance management to enhance both service quality and employee wellbeing.
During an exclusive behind-the-scenes tour of Foundever’s award-winning multilingual hub in Lisbon and learn how they scaled an award-winning experience, managing thousands of agents while maintaining a balance between compliance, commercial goals, and post-sales support for one of the world’s largest MedTech companies.
Here’s what you can expect from this first event from the European Customer Contact Alliance:
- Hear from others whether employee engagement truly leads to happier customers.
- Learn how AI technologies can support the employee experience in a multilingual, multicultural environment.
- Find out how one of Europe’s largest MedTech companies is benefiting from a happy workforce.
- Discover the strategies and tools you need to continue to evolve your complex contact centre operation.
- Network with customer contact leaders from across Europe.
Agenda
Hear the latest news and updates on ECCA and what to expect from the day.
Leigh Hopwood, Chair, ECCA
In this interactive session, you’ll explore the connection between employee engagement and customer satisfaction, with a focus on multilingual support in contact centres. We’ll start by understanding how many in the room manage multiple languages, followed by insights on how language capabilities have evolved, and the lessons learned.
You’ll also discover strategies for maintaining a motivated and happy workforce and learn about the key metrics used to measure the success of employee engagement. Expect to walk away with practical ideas to enhance both your team’s engagement and your customers’ experience.
Leigh Hopwood, Chair, ECCA
From hiring the right agent profile, to training and ensuring consistent quality, Artificial Intelligence has redefined our industry in ways we couldn’t even imagine just a few years ago. In this session our People and Talent team will share how this technology is used to support the employee experience in a multilingual and multicultural operation.
Ricardo Camarneiro, Multilingual Region Recruitment Director, Foundever
Happy teams create happy customers, but doing it at scale, while also prioritising compliance, after sales care and cost efficiencies is no easy feat. Discover how this partnership over 10 years has enabled Foundever to co-create the award-winning Employee Experience at the heart of one of the largest and most innovative MedTech companies in Europe.
Hugo Lima, Director of Global Operations and Carina Passinhas, Employee Experience Manager, Foundever Portugal
Let’s take a look at how contact centres have really embraced a multitude of cultures. We’ll explore the lessons learnt so far, hear some incredible stories of inclusion and consider the strategies, tools and policies industry leaders need to continue to evolve.
We’ll consider the business need for multilingual, what customers are looking for and how contact centre operations are adapting their channel mix. What technologies are increasingly important, and is investing in a skilled workforce a priority?
Our panel will share their experience and thoughts on what the multicultural and multilingual contact centre will look like in the future.
Hosted by Leigh Hopwood, Chair, ECCA with
- Benedita Miranda, General Manager, Multilingual Region, Foundever
- Imran Ahmed, CEO, Aura Global Solutions
When is it?
Date: Fri 18 Oct 2024
Time: 12:00 – 16:00
Location: Foundever, Lisbon, Portugal
Who is it for?
Contact Centre Managers/Leaders, Head of Contact Centres, Technology and Change Leads within the contact centre.
How much is it?
Free of charge