Excellence in Contact Centres & Customer Interaction Summit

Transcription

1 Excellence in Contact Centres & Customer Interaction Summit Barcelona, Spain 26 th 27 th November 2014 Our ECCCI Summit Expert Speakers From: Chair: Oke Eleazu Managing Director & CEO, Think Outside In Steve Cahill Country Manager Spain, General Manager & Vice President SSC Barcelona Colt Telecommunications Silvana Buljan Founder & MD Buljan and partners Mats Rennstam Founder & MD Bright UK Robert Lamb Director Customer Contact Centre AT&T Fredrik Lemming Director Solution Sales, Enterprise Solutions Sweden Telia Sonera Mohammed El Hinnawi Independent consultant Conrad Oke Eleazu Managing Director Think Outside In Carmen Lopez Head of Customer Management Francois Protopapa Senior CEM Manager Sunrise Telecommunications Javier Noguera Head of Customer Care Support Services Demit Yarkin Group Manager CC Channel Experience an Planning & Productivity Global Bilgi Morris Pentel Founder, Managing Director Customer Experience Foundation Ozge Micozkadioglu Tekalp Director Contact Centre BNP Paribas- TEB Bank Richard Bennett Managing Director Icloud John Patterson Director Customer Experience Liberty Global Bujar Abdulai Group Director Customer Care Austrian Telecom Inigo Arribalzaga General Manager Customer Services Arvato Bertelsmann ECCCI Summit Barcelona Overview Media Partner The Barcelona ECCCI summit is targeted for Telecom & Banking professionals who are always seeking for new opportunities, visionary ways of conducting performance. This seminar will help gain a fresh perspective to Contact Centes & Customer Interaction Management. The focus will be both on key topline items that will help generate positive CE & sales and the cost infrastructure with a view to increase profitability. The speakers will be presenting real life examples in this context in addition to frameworks presented by external agencies with real figures. Various plenary sessions will be held in parallel to ensure that time is used effectively to manage different needs of the audience.

2 A word from Chair by by Oke Eleazu Managing Director, Think Outside In. The world continues to change at break neck speed, meaning there is no longer the norm and standing still, in reality, means going backwards! Customers have never been so powerful, both in terms of having a voice and the multitude of purchasing opportunities and channels they have. This new digital world means that customer expectation is constantly shifting, therefore there has never been a more important time to understand what good looks like. Our aim is to help with the understanding and sharing of best practice in all aspects of Contact Centre & Customer Interaction Management. This is essential to the long term success of every organisation. Renaissance Barcelona Fira Hotel, Barcelona Spain A rewarding opportunity to visit Barcelona, Spain Barcelona is the capital of Catalonia and the second largest city in Spain, after Madrid. Barcelona, more than just a single city, is really a collection of multi-faceted and diverse cities. The visitor unfamiliar with its history might be surprised that such a modern and enterprising city preserves its historic Gothic center almost intact, or by the curious contrast between the maze of narrow streets and the grid-like layout of the Example, the urban planning Enlargement project of the end of the 19th century. Be a part of the notable thought leaders and challenging executives who are perfecting the practice of Commercial Effectiveness, and bring the new ideas back to your organisation. Join our successful summit, raise your challenges, and exchange your experience with the top experts from the industry. Topics at a Glance Proposed topics / Workshops, key presentations, panel discussions, round table discussions, case studies, and debates on the topics: SECTION 1: Future of Contact Centre - Where we are going? Creative, Out of the Box Examples New and hot trends in Contact Centre Management Future of contact centers, where you will be in 3 years and how you do get there! Challenges & new trends in Call Centre industry Customer Journey Framework Mapping Customer Journeydifferent perspectives How CEM does helps your business Inspirational Mobile Applications & How to make it Big Key Learning perspectives of a Mobile Operator Let s learn from our mistakes, evaluation of Contact Centre strategies from past years with real case studies & examples. SECTION 2: Cost Excellence and Sales Power Approach The danger of blind cost-cutting The hidden sales potential of a Contact Center The ways to reach cost excellence The P&L as the watchdog for sustainable potential development Best practices & Real case studies will tell us how to reduce the cost of our call centres & make them more productive. Service to Sales the contact center approach Employee Engagement Adopt the CEM mindset truly understanding the customer s perspective Employee Engagement- Role of middle management SECTION 3: Deliver the best CE through Contact Centres - CE officers and Contact Centre agents i the Customer Experience Management era What your customer hates most about Call Centre? Customer Insight. Customer Satisfaction. Voice of Customers - different ways to get VOC & how to use it to improve your whole organization. Moment of truths. Myths about key drivers of CSAT & NPS Voice of Customer Different ways to get VOC and how to use it to improve your whole organization. The holistic approach. Myths about key drivers of CSAT & NPS Section 4: Contact Centre Strategies How to create a strategy for the complete contact centre Contact center strategy development Contact centre staff: How to tackle attrition in two steps Operational cost reduction Customer Satisfaction Applications & New Technologies Cloud-based contact centres: Pros, cons and practical advice Section 5: Customer-centricity Hurdles to being customercentric Engage with customers, partners, and employees to drive greater productivity, efficiency, and innovation Section 6: Multi-Channel Experiences Customer Resolutions Best tips for call quality monitoring IVR & visual IVR and how to save money and improve customer experience Social Media Dashboard What s important How to manage multi-channel contacts Incorporate VOC in Quality Assurance Process Are you really measuring the right things? A look at the latest Best practice in customer insights. Understanding best practice in customer journey mapping? How do you understand and respond to customer emotion? You should not miss this annual opportunity if you are Vice Presidents, Directors, Heads, Senior Manager, Leaders and Executives from Contact Centres, Customer Services, Call Centres, CEM, Customer Interaction and Customer Management, Customer Care and Service Quality, Quality Assurance, Social Media, Voice Solutions, Mobile and ecare, ECapabilities, Digital Experience and Selfcare, Alternative and Cross Sales Channel Management Got a question? Contact Mr Andreas Raab Andreas.Raab@kp-morgan.com Telephone:

3 DAY Registration / Check-in and Morning Coffee and Tea Introduction and General Flow (Conduct by Chairperson) 20 minutes 9:10-10:00 Session 1 The Future of Customer Relationships. Morris Pentel, Chairman Customer Experience Foundation With customer behavior and technology changing so faster what does the next 3 years of the contact centre web and retail customer contact hold. A look at the latest consumer trends from around the world and how they are impacting strategy. 10:00-10:45 Session 2 Customer feedback surveys Francois Protopapa, Senior Manager Sunrise Telecommunications Switzerland Use Voice of customer to improve your customer experience and save money Incorporate VOC in Quality Assurance Process Text Analytics to better understand VoC Actionable VoC -> from feedback to the actions 10:45hrs Networking Tea & Coffee with Continental Breakfast 11:15-12:00 Session 3 Future of contact Center Ozge Micozkadioglu, Director Contact Centre, BNP Paribas, TEB Bank Changing trends, Impact of digital in the future trends Changing contact Center trends, Best practices for adoptive Change 12:00-13:00 Interactive Discussion All attendees will have an opportunity to get interact directly with the members of the panel to discuss a selection of the most interesting topics addressed during the conference Panelist - Oke Eleazu, Mats Rennstam,Bujar Abdulai,Demit Yarkin Topics - Customer Resolutions, First Call Resolution, Customer Complaints. 13:00hrs Complimentary Lunch 14:00-14:45 Session 4 Online Social Media dashboard 2015 What s important Bujar Abdulai, Group Director Customer Care, Austrian Teleco How social media will drive customer services in 2015 Go digital - Implementation of new communication ways to customer, next generation customer services Customer services, new marketing in the era of the social customer Influence and control customer experience through social media 14:45-15:30 Session 5 Forget Multi Channel Strategies and focus on your people Oke Eleazu, Managing Director Think Outside In! Increasing focus on omni/multi channel strategies How to empowered, engaged and aligned your staff 15:30hrs Networking Tea & Coffee 16:00-16:45 Session 6 Delivering Customer Experience through Experience Modeling Demit Yarkin, Group Mngr CC Channel Experience an Planning&Productivity Global Bilgi, Turkcell Customer check up program Service Segmentation Program Delivering Experience map in Social Media by sniffer Delivering efficient & qualified CC Chanel 16:45-17:30 Session 7 Best tips for call quality monitoring Mohammed El Hinnawi, Indepenent consultant, Conrad Service Quality monitoring, Quality of service and information via alternative channels 17:30 hrs Daily Wrap up Within the context of Value Creation, Q & A session with selected panelist. Closing Remarks by Chairman - Oke Eleazu. 17:45 hrs Coctail Reception All attendees are welcome to join at the complimentary cocktail reception. An extended opportunity to network and benchmark. Got a question? Contact Mr Andreas Raab: Andreas.Raab@kp-morgan.com Telephone:

4 DAY Registration / Check-in and Morning Coffee and Tea Introduction and General Flow (Conduct by Chairperson) 20 minutes 9:10-10:00 Session 8 Key Trends in Customer Management Carmen Lopez Suevos, Head of Consumer Customer Service New Trends, Voice Biometrics, Actions based on CES surveys, Multi channel contacts Self Service Going online Challenges- Handle peaks through outsourced calls Processes with focus on CES 10:00-10:45 Session 9 Key trends in Contact Centre industry. Fredrik Lemming, Director Solution Sales, Enterprise Solutions Telia Sonera General Communication trends. Best Practices. Business Cases. Contact Centre trends in Nordic 10:45hrs Networking Tea & Coffee With bakery delights 11:15-12:00 Session 10 How to reduce the cost of your Call Centre and increase value of each call. Steve Cahill,Country Manager Spain, General Manager & Vice President SSC Barcelona) Colt Communication The danger of blind cost-cutting The hidden sales potential of a Contact Center The ways to reach cost excellence 12:00-13:00 Interactive Discussion All attendees will have an opportunity to get interact directly with the members of the panel to discuss a selection of the most interesting topics addressed during the conference Panellists - Morris Pentel, Silvana Buljan, Francois Protopapa, Richard Bennett Topics- Innovations, New technologies for Customer Services, Contact Centre challenges drive revenue through Contact Centres, KPI s for Contact Centres, Voice Bio meters 13:00hrs Complimentary Lunch 14:00-14:45 Session 11 Customer Centric Talent Management as Drives of CE Silvana Buljan, Managing Director Buljan & Partners Inigo Arribalzaga, General Manager Customer Services, Arvato Bertelsmann CE & Emotions, Emotional Engagement, Employee Engagement, Employee as Experience Creator, Experience creators = Customers Centre talent 14:45-15:30 Session 12 Quality of services and information via alternative channels Richard Bennett, Chief Technical Officer icloud, United Kingdom 15:30hrs Networking Tea & Coffee 16:00-16:30 Session 13 Voice of Customer Mats Rennstam, Founder and Managing Director, Bright UK Different ways to get voice of customers. How to use it to improve your whole organization Myths about key drivers of CSAT & NPS 16:30-17:00 Session 14 IVR & visual IVR and how to save money and improve Customer Experience Javier Noguera, Head of Customer Support Best Practices Real Business Example Case study from 17:00-17:30 Session 15 Real Life Case Studies presented by Top Experts and Dedicated Contact Centre Professionals. All attendees are welcome to join the Q & A session afterwards and a debate moderate by Chairman of conference. Please write us to add any interesting topic in this session, you think should be discussed. Suggested topics are: Learn from dis-satisfied customers Can web chats replace phone calls? Call Center Technologies Big Data in your Call Centre - How it saves cost and how to manage it effectively? 17:30 hrs Daily Wrap up Within the context of Value Creation, Q & A session with selected panelist. Closing Remarks by Chairman - Oke Eleazu. 18:00hrs Coctail Reception All attendees are welcome to join us at the complimentary cocktail reception and have an unforgettable experience.

5 Save up to 699 Euro on group reservation! 2 Day Conference 2190 Registration Form/ Sales Contract ECCCI Summit Barcelona, Spain 26th-27th November 2014 Bookings operations@kp-morgan.com Delegate Details #1 Organisation Details Company name: Address: JOB Postcode: Country: : VAT Number: Delegate Details #2 JOB Kindly mark tick as appropriate: Please, issue me an invoice to pay by bank transfer. I would like to pay by credit card. Accomodation during the conference: I m interested, please inform me. No, thanks. I will manage it on my own. Delegate Details #3 Terms & Conditions: Payment terms: After completion and return of the registration form, full payment is required within 5 days from receipt of invoice. Entry may be refuse to delegates who have not paid their invoice in full. A credit card guarantee may be requested if payment has not been received in full before the event. There is a 50% liability on all bookings once made, by fax or . A no refund policy exists for cancellation received on or after one month before the event. Should you decide to cancel after this date the full invoice must be paid. However, if you cannot attend the conference, you may make a substitution (colleague) at least one week before first day of the event, as long as we are informed in writing by or fax. Name changes and substitutions must be from the same company. KPM Events reserves the right to alter the conference content, timing, speakers or venue without notice. The event may be postponed or cancelled due to unforeseen events beyond the control of KPM events. (Force Majeure: meaning any circumstances beyond the control of KPM events, including without limitations to any Act of God, governmental restrain, fire, tempest, strike or lock-out (other than by KPM events own employees or agents), war or act of terrorism. We strongly advise all our conference clients to take out travel insurance. The conference fee includes refreshments, lunch and conference material for the event. This fee does not include travel, hotel accommodation, transfers or insurance, (which KPM events strongly recommend you obtain). We may store and process your information for administrative and purposes and to better understand your needs and how we can improve our products and services. In addition, we may use that information to contact you. Please complete the registration form in full so that we can contact you with our best services. JOB Delegate Details #4 JOB I agree with Terms and conditions Date: Signat.: