technology-and-hr-dilemmas-in-the-spotlight-key-findings-from-the-xiv-customer-service-conference
Dóra Rapcsák
Dóra Rapcsák
Content Strategist and Copywriter
in VCC News 2 min read

Technology and HR dilemmas in the spotlight – key findings from the XIV Customer Service Conference

Reading Time: 2 minutes

What a conference! We have just returned from the XIV National Customer Service Conference which took place in Tapolca this year. We gained great memories and invaluable experiences from our fellow experts in the customer service industry.

From year to year, we participate in the conference to deepen our knowledge and collect inspiration from the most creative minds in the field of customer service. This year, we contributed to the event as a Diamond Partner and talked about technology, chatbots, AI, international customer service and major HR dilemmas affecting our industry.

Technology, of course, was one of the main topics discussed by various panels of experts at the conference. Amongst others, Péter Málhai, VCC Live®’s Head of Business Development shared his thoughts on the future of AI and chatbot usage in contact centers.

As Péter highlighted, due to the emergence of new channels and ever-demanding customers, customer service departments are facing significant new challenges, and chatbots are definitely one of the most promising solutions to overcome those challenges.

In the customer service industry, technology may fuel the engine but it is the human factor that keeps it running for the long term. VCC Live® hit the stage for the second time in an exciting roundtable discussion on HR dilemmas, where we learned that while recruiting the best talent is vital, the ultimate remedy for labor shortage lies in employee retention.

Péter Málhai, VCC Live® and Annamária Kis, Intrum Justitia talking about HR challenges 

After the thought-provoking presentations and exciting roundtable discussions, we had the opportunity to experience fun activities, such as the VII. Contact Center voice contest where participants listened to call center operators reading out scripts and chose the winner with the most beautiful voice. We were also invited to take a gastronomic journey through a wine tasting tour. Needless to say, we had a blast!

We look forward to seeing you next year!

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