Call Center - Europe's Biggest Networking Platform

Transcription

1 The key event for the call center sector in Europe! The call center as a value creator! Top service top innovation top value! CallCenterWorld 2009 in Berlin, Germany Estrel Convention Center CallCenterWorld 2009 Pre-conference 16 February 2009 Berlin, Estrel Convention Center Conference 17 and 18 February 2009 Workshop day 19 February 2009 Trade fair 17 to 19 February 2009 Host Call center paradise: Europe s most important conference Trade fair covering more than 8,000 sqm Call center know how: Top-level knowledge transfer Top international speakers Call centers up close: CAt-Award: call center managers of 2009 LiveCallCenter on more than 400 sqm Call centers from round the world: Exhibitors & participants from Germany, Poland, Spain, Scandinavia, Turkey, USA etc. Largest networking platform for the sector Partner country: the UK Look forward to: Dr Nicola J. Millard Customer Experience Futurologist, BT Global Services Consulting, UK The call center pioneer from USA: Bill Price Amazon s first vice-president of Global Customer Service, now Driva Solutions Premium sponsor: Main sponsors: Co sponsors: Cooperation partners: CAt sponsors: Media partner:

2 Welcome to the 11th CallCenterWorld! Participant profile at CallCenterWorld Management Circle invites you to experience the key event for the call center sector in Berlin. Don t miss it when Europe s biggest platform for call centers, service providers, knowledge transfer and networking opens its doors from 16 to 19 February CallCenterWorld goes international! Look forward to international top speakers and a unique knowledge and networking platform with more than 7,000 international participants. Make the most of the English-language conference opportunities at the pre-conference events, on the strategy day and on the workshop day. Britain is the official partner country at CallCenterWorld Meet around 260 international exhibitors on 8,000 sqm at the trade fair. Visit the conference and trade fair or participate as an exhibitor with your products and services on the unique UK-Plaza. We look forward to seeing you in Berlin! Any questions? Give us a ring or (0) 61 96/ , naegler@managementcircle.de Industries Position Public institutions 5% Manufactures 7% Energy industry 5% Corporate Consulting 9% Project- & Team managers 11% Management Board/ Managing directors 25% Other 7% Banks/insurance 13% Consultants 7% IT/TK 30% Marketing/PR 13% Head of Division or department 54 % Christiane Nägler Senior Sales Manager, Management Circle AG Helga Haag Conference Manager, Management Circle AG The industry meeting-place: you simply have to take part! S.Braun, CPP Creating Profitable Partnership GmbH The fair of all fairs! It s a must for everyone in the call center sector! S. Heidelmann, TALKLINE GmbH There s no question: it s the key fair in the sector! L. Siebert, TIME FRAME Sales & Marketing GmbH CallCenterWorld in brief facts and figures Highlights: Position: The CallCenterWorld is the largest international congress and fair for call center management in Europe. Compared to other big events within this industry the CallCenterWorld is a unique combination of congress and trade fair and has established as the leading event in Europe. Target group: Call CenterWorld visitors are board members and decision makers of in-house call centers, cell center service providers and call center subcontractors. Furthermore, the CallCenterWorld is a platform for networking and exchange for managers of the following departments: call center management, marketing, sales, customer service, after-sales service, business development, human resources, controlling, help desk and IT as well as interested consultants. Attendance: The first CallCenterWorld started in 1999 with about 1,000 participants and trade fair visitors. The increasing relevance of the industry is reflected in the continuously rising number of visitors during the following years. The CallCenterWorld 2008 closed its doors with a visitor growth rate of about 11% and a record attendance of 7,200 participants and visitors. Host: Management Circle AG, Eschborn, Germany CallCenterWorld goes international In the 11th year of CallCenterWorld, Management Circle welcomes Britain to Berlin for the first time as European partner country. The Best Service is No Service with this provocative title, call-center pioneer Bill Price, the first vice-president of Global Customer Service at Amazon, will meet you on the strategy day and at the pre-conference events. The LiveCallCenter For the third year running, you can experience a visionary LiveCallCenter in operation over more than 400 sqm; in 2009 the motto is Total Quality Performance. Expert debate: outsourcing versus insourcing Make or buy your call center? That is the question every company has to ask itself when balancing up customer orientation and cost-efficiency. Look forward to an exciting discussion! CAt-Award presentation at Meilenwerk Berlin! We will select the top call center managers for Austria, Germany and Switzerland in Berlin. Look forward to an extraordinary evening in a nostalgic, vintage atmosphere with plenty of opportunity for networking. 2

3 Conference Strategy day 17 february Check-in and issuing of conference pack 9.15 Welcome speech by organizer and master of ceremonies Sigrid Bauschert Management Circle AG Kay-Sölve Richter Television news presenter 9.25 Official opening of CallCenterWorld 2009 Dagmar Wöhrl Parliamentary state secretary, Federal Ministry of Economics and Technology 9.45 Lean administration, good service: the future of customer service Robert Mundt FlexStrom GmbH Change or die: can contact centers survive the demands of the future customer? Dr Nicola J. Millard Customer Experience Futurologist, BT Global Services Consulting Break for refreshments and visit to trade fair Best service: think and act in the interests of the customer Prof. Markus Warg Member of the management board, Customer services department, Deutscher Ring Versicherungsgruppe The call center in the marketing and sales environment of a publishing house The digital insurance business: putting automation and industrialisation into practice Dr Ralf Schneider CIO, Allianz Deutschland AG Break for refreshments and visit to trade fair What does a goldfish have to do with checking into a hotel? Marcus Smola Best Western Hotels Deutschland GmbH Expert debate: outsourcing versus insourcing Thomas Müller Director of Customer Focus and Human Resources, QVC Deutschland Inc. & Co. KG Jens Bormann Managing Partner, buw Unternehmensgruppe Manfred Stockmann President, Call Center Forum Deutschland e.v. Dr Ralf Kogeler CEO, Chairman of the Managing Board, walter services Holding GmbH The best service is no service how to eliminate the need for service! Bill Price Amazon s first vice-president of Global Customer Service now President, Driva Solutions Transfer to the Meilenwerk Look forward to close observations and an exciting discussion! CAt-AWARD PRESENTATION AT MEILENWERK BERLIN! Peter Würtenberger Chief Marketing Officer, Axel Springer AG Business lunch and press conference Back to the future outbound 2009 Christian Holtmann Chairman of the Managing Board, Quelle.Contact Vertrieb GmbH Manuel A. Schindler, Lawyer, Rswn Rechtsanwälte Steuerberater Partnerschaftsgesellschaft, Vice-president and head of policy, Call Center Forum Deutschland e. V. 3

4 Conference Pre-conference, 16 February 2009 Workshop 19 February 2009 Implementing Best Vorkongress Service 1 Full-Day Workshop Aufbau, with Planung Bill Price und Betrieb Das professionelle Call Center Automation in the dialogue with customers Rationalisation potentials by intelligent in- and outbound automation By: Bill Price Amazon s first Global Vice-President of Customer Service, now President, Driva Solutions Time: By: Jens Moeller Jens Moeller Consulting Ltd. Time: The main thesis for this workshop is to recognize how to design, implement, and operate using each of the following seven principles: 1. Eliminate dumb contacts 2. Create engaging self-service 3. Be proactive 4. Make it really easy to contact your company 5. Own the actions across the enterprise 6. Listen and act 7. Develop great service experiences Participants will have five exercises to complete during the workshop, including group projects, enabling them to test some of the core elements from the book The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy and Control Costs including the value-irritant matrix that will reveal which customer contacts should be eliminated, automated, simplified or leveraged. Designing Best Service ( BS ) Company and customer needs: general picture and your views (exercise) Selecting best fit for BS: value-irritant matrix and other planning tools (exercise) The three deadly sins and how to overcome them Performance metrics that really matter, and which ones don t Emerging technologies to consider Implementing Best Service Revisit company and customer needs (exercise) The loop, or stepwise implementation processes to use Good cases (team exercise) Basic economics and ROI considerations, models that might be useful Operating Best Service Revisit company and customer needs (exercise) How to do moves, adds, changes The 7 S s, organizing 101 Collecting and applying lessons learned for continuous improvement Rising cost pressure and rising expectations regarding the performance of call centres increasingly draw the attention of call centre managers to the automation of the customer dialogues. The questions how much automation is the customer able to bear, and which cost reductions and further benefits will it bring, are becoming an increasing political issue. In the most mature European call centre market, the United Kingdom, automation is widely spread due to its considerable potentials of rationalisation and increase in efficiency. Find out how automation is implemented in the UK, which trends are becoming apparent, and what we can learn from our neighbours. Dialogue automation in the UK What do you understand under dialogue automation? Why automation is so widely spread in the UK Comparison of the UK market with Germany Why and when does automation make sense? What are the alternatives? Which dialogues can be automated and still make sense? Clarity of procedure as fundamental requirement Partial versus full automation Detect rationalisation potentials Approaches, methods and tools of partial and full automation The comeback of scripting and workflow management: Orient dynamic scripts to the procedures Voice portals and speech automation: Requirements for customer acceptance and combination with biometric voice recognition Integration with management concepts and web self service Practical examples from the UK Voice portals and speech automation Scripting and workflow management Digital dialogue: management and web self service Special: Outbound Automation Master conditions Integration of dynamic workflow management with intelligent predictive dialling Focal point customer acceptance 4

5 Trade fair 17 to 19 february 2009 CallCenterWorld 2009 very British The UK, featured partner country, in Berlin for the first time! The Show you can t afford to miss! For the first time, CallCenterWorld will be welcoming a partner country from Europe to Berlin. In 2009 we will be extending a warm welcome to Britain, the cradle of the call center sector! Push the envelope of the call-center market! On the second and third day of the fair, leading providers from Britain will exhibit at the UK-Plaza in the auditorium. Further highlights await you at the trade fair. The conference, too, will reflect an international flavour, with a special forum in English at the pre-conference and a complete workshop day focusing on automation in call centers. Reach a new audience! Become an exhibitor at the UK Plaza and present yourself to a top-class trade audience: commercial presentation facilities, half-hour company presentations and a fully furnished shell scheme stand are included. Get in touch: we will be delighted to help you! Make the most of exchanging ideas with decisionmakers from the industry from all over Europe! Make use of discussions with exhibitors, conference delegates and trade fair visitors and exchange expertise at an international level. In cooperation with: UK-Plaza on 18 and 19 February 2009 in the auditorium 5

6 Trade fair The exhibition areas at CallCenterWorld Call centre suppliers Quality management Call centre consultancy Telephone marketing (inbound/outbound) Call centre technology Telecommunications and Internet CRM Associations and publishers Personnel management Economic developments For a complete list of exhibitors and the current hall plan at CallCenterWorld go to: LiveCallCenter by professionals for professionals After its great success in the last two years, the LiveCallCenter will once again be an essential element of the trade fair concept. Besides of the co-initiator, HCD Human CallCenter Design GmbH, responsable for the conceptual design, the following partners and CallCenterWorld exhibitors will be giving presentations over more than 400sqm: Based on the slogan Total Quality Performance the latest developments in acoustics, ergonomics and technology, plus personnel and quality management will be presented. Alcatel-Lucent Deutschland AG almato GmbH bfkm fingerhut + seidel Deutsche Telekom AG GN Netcom GmbH Intercept Solutions GmbH Opening times LiveCallCenter: 6

7 Registration How to registrate: Register for the CallCenterWorld 2009 using this form and send it to us by telefax or via mail. Phone: Stephan Wolf + 49 (0) / or: + 49 (0) 6196 / Fax: + 49 (0) 6196 / Written: Management Circle AG Postal code 5629, D Eschborn/Germany Hauptstraße 129, D Eschborn/Germany anmeldung@callcenterworld.de Event venue Estrel Convention Center, Sonnenallee 225, Berlin, Germany Phone: + 49 (0) 30 / , Fax: + 49 (0) 30/ Room reservation A limited contingency of rooms is available for participants of CallCenterWorld 2009 in the Estrel Hotel at a special price. Please carry out the reservation yourself directly with the hotel in good time, referring directly to CallCenterWorld. You will receive the direction map, together with the registration confirmation. Fax: + 49 (0) 61 96/ K: / / F: / / / UK On which days would you like to attend the conference? Please tick a box: I am attending on all three days: 16, 17 and 19 February I am attending on two days. Pre-conference, 16 February, and strategy day, 17 February Strategy day, 17 February, and workshop day, 19 February I am attending on one day: Pre-conference, Monday 16 February 2009 Strategy day, Tuesday 17 February 2009 Workshop day, Thursday 19 February 2009 On which days would you like to attend the trade fair? Full ticket: for all 3 days of the trade fair, February 2009 One-day ticket: for the first day of the fair on 17 February 2009 One-day ticket: for the second day of the fair on 18 February 2009 One-day ticket: for the third day of the fair on 19 February 2009 Registration conditions Conference: The strategy day (17 Feb.) will be translated into English. The workshops held here on 16 and 19 Feb. will be in English. The attendance fee for the strategy day (17 Feb.) is 1, including lunch, refreshments and attendance at the conference dinner with the CAt awards ceremony. If two days are booked (pre-conference, 16 Feb + strategy day or strategy day + workshop day, 19 Feb) the attendance fee is 1, The fee for 3 days (pre-conference + strategy day + workshop day) is 2, Booking the pre-conference or workshop day costs 1, incl. lunch, refreshments and documentation. Attendees at the pre-conference, strategy day and workshop day have free entry to the trade fair on all three days of the fair. After registration you will receive confirmation of registration and an invoice. If more than two representatives from the same company attend the event, from the third attendee we offer a 10% price reduction. You can cancel free of charge up to two weeks before the event. If you cancel or register later than this, or if you fail to appear, we will book the full attendance fee. Notice of cancellation must be served in writing. A replacement may of course take the place of the attendee registered. All prices are subject to statutory VAT. First name/surname Position/department First name/surname Position/department First name/surname Position/department Employees: up to over 1000 Company name Street/PO Box Postal code/town Trade fair: Use this form to register for the trade fair by 28 January Shortly before the event you will then receive confirmation entitling you to a reduced admission of (on the day 45.00) for the full ticket or (on the day 25.00) for a one-day ticket. The sum is charged in cash upon admission. Or use the Internet site or our hotline +49 (0) / by 28 January 2009 for reduced registration. Telephone/telefax Why your is important? You will recieve a.s.a.p. a written confirmation in order to time this date definitely. (With specification of my address, I explicitly consent to receiving information from Management Circle Group via this medium.) Any Questions? Please call: Hotline: + 49 (0) 61 96/ Internet: Date Confirmation to: Invoice to: signature department