Step into the Future of Customer Engagement
Join us for the Contact Centre Summit DACH, a two-day virtual event designed to bring together professionals from Banking, Retail, Insurance, and Telecommunications industries.
Trusted by professionals (4.8 of 5)
This summit will focus on the latest trends and strategies of 2025 while revisiting the hottest topics of 2024. Together, let’s explore how to elevate customer interactions, optimize operations, and redefine success in the ever-evolving contact centre landscape.
- Industry Expertise: Learn from senior leaders Banking, Insurance, Telecom, and Retail.
- Cutting-Edge Insights: Explore new strategies for driving exceptional customer experiences.
- Real-World Case Studies: Discover success stories and actionable takeaways.
- Networking Opportunities: Connect with decision-makers, innovators, and peers.
- Exclusive Content: Access thought-provoking discussions and industry trends.
Get full event details.
Just One Click Away
- The event brochure with the full agenda
- Highlights from last year’s summit
- A complete list of speakers and topics
- Exclusive offers tailored for your company
- Digital library 2024-25
- Details on corporate benefits
Schedule
Starting in
8:45 – 9:00
“Welcome Speech: Opening Session”
9:00 – 09:45
“Evolving Contact Centres for 2025: Balancing Technology and the Human Touch”
09:45 – 10:30
“From Cost Centre to Profit Centre: Transforming Contact Centres with Data-Driven Strategies”
10:30 – 11:00
Morning Coffee Break
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats.
11:00 – 11:45
“Enhancing First Call Resolution (FCR) with Advanced Workforce Management”
11:45 – 12:15
“Case study presentation
Managing High Call Volumes Without Compromising Customer Experience”
12:15 – 13:00
Panel Discussion:
Building Resilient Contact Centres: Strategies for Managing Crisis and Downtime
13:00 – 14:00
Lunch Break
It’s Hungry O’clock!
14:00 – 14:30
“Voice of the Agent: Leveraging Feedback to Boost Performance and Engagement”
14:30 – 15:00
“Omnichannel Strategies for Seamless Customer Support”
15:00 – 15:30
“The Role of Emotional Intelligence in Contact Centre Leadership”
15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats
16:00 – 16:30
“Driving Efficiency Through Automation Without Losing the Personal Touch”
16:30 – 17:15
Roundtable Discussion
Gamifying the Contact Centre: A New Approach to Employee Retention
17:15 – 17:30
Closing Remarks
Join our event
08:45 – 9:00
“Welcome Speech
Recap of Day 1”
9:00 – 09:45
“The Future of Contact Centre Analytics: Trends to Watch”
09:45 – 10:30
“Personalizing Customer Interactions Using Smart Data”
10:30 – 11:00
Morning Coffee Break
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats.
11:00 – 11:45
“Reducing Contact Centre Churn Through Employee-Centric Culture”
11:45 – 12:15
“Scaling Customer Support in a Growing Business”
12:15 – 13:00
Interactive Panel Discussion: Hybrid Work Models in Contact Centres: Challenges and Opportunities
13:00 – 14:00
Lunch Break
It’s Hungry O’clock!
14:00 – 14:30
“Proactive Problem-Solving: Predicting Customer Issues Before They Happen”
14:30 – 15:00
“Improving Average Handle Time (AHT) Without Sacrificing Quality”
15:00 – 15:30
“Contact Centres and Sustainability: What’s the Role?”
15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats
16:00 – 16:30
“Compliance in Contact Centres: Navigating New Regulations in 2025”
16:30 – 17:15
Future-Proofing Your Contact Centre: What Comes Next?
17:15 – 17:30
Closing Remarks
ABOUT US
Excellence through knowledge
Founded in 2013, BINA is a global leader in event management, specialising in in-person and virtual conferences. Headquartered in Central Europe, Slovakia, and supported by three overseas offices with recent expansions in Germany and India, we connect professionals worldwide. Our expertise spans industries such as Financial Services, Telecommunications, Pharmaceuticals, Retail, Aviation, Tourism, and Automotive.
We are young, energetic, focused, and determined to deliver the best customer experience to our clients. At BINA, we’re committed to setting new standards of excellence and exceeding expectations in every event we deliver.
5000
Industry Experts Engaged
200
Partner Organizations
80
Repeat Participation Rate
Interested in becoming a sponsor?
If your company is interested in sponsoring this event, we’d love to hear from you. Send us a quick email and we’ll get right back to you with some more information and our sponsorship brochure
Feel free to
Contact us
Karen Radley
Head of Production
karen.radley@binaconf.com
Linkedin
Camilla Woolf
Production Associate
production@binaconf.com
LinkedIn
Anita Lohr
Project Manager – Team Lead, ICEM Summit
anita.lohr@binaconf.com
LinkedIn
