Excellence in Contact Centres & Customer Interaction Summit

Transcription

1 Excellence in Contact Centres & Customer Interaction Summit Barcelona, Spain 23 rd 24 th October 2014 Our ICEM Summit Expert Speakers From: Chair: Oke Eleazu Managing Director & CEO, Think Outside In Ozge Micozkadioglu Director Contact Centre, TEB- BNP Paribas Group Morris Pentel Founder Customer Experience Foundation Jonathan Donovan Head of Online, Vodafone Robert Lamb Director Contact Centre, AT&T Michael Cooper Group Director Customer Care, Zain Telecom Bernadete Borsos Director Customer Front Support and Channel Management Telenor Konard Koper Director Customer Care, UPC Oke Eleazu Managing Director & CEO Think Outside In! Bujar Abdulai Group Director Customer Services Austrian Telekom Alojz Zaruba Head of Help Desk, CSOB Ewa Waleczak Director Client Services CEEMEA, Royal Bank of Scotland Jamie Paterson Global Head of Client Services, Barclays Pavel Milec Director Call Centres, Telefonica Director Customer Services & Contact Centre, Citi Bank Francesco Rosato Global Director Multichannel, contact Centres & Business Innovation. Unicredit Wafaa Hamoudi Director Customer Care Zain, Teleom Ela Banu Head of Customer Care and Services, Product Management & Customer Support ING Bank ECCCI Summit Barcelona Overview 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. Princesa Sofia Gran 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 [email protected] Telephone:

3 DAY Registration / Check-in and Morning Coffee and Tea Introduction and General Flow (Conduct by Chairperson) 20 minutes 9:15hrs Session 1 Key Note: Latest Key trends in Customer Management & Contact Centre 2014 and Beyond Oke Eleazu, Managing Director & CEO, Think Outside In! Latest trends in Call Centres Drive profitability 10:00hrs Session 2 Key Note: Call Centre strategies Michael Cooper, Group Director Customer Care, Zain Telecom How to reduce the cost of your call center and increase the value of each call. 10:45hrs Networking Tea & Coffee with Continental Breakfast 11:15hrs Session 3 Key Note: Voice of Customer Alojz Zaruba, Head of Help Desk, CSOB Different ways to get VOC and how to use it to improve your whole organization. Use Voice of customer to improve your customer experience and save money The holistic approach. Myths about key drivers of CSAT & NPS 11:45hrs 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 - Oke Eleazu, Robert Lamb, Ela Banu, Bujar Abdulai Topics - Customer Resolutions, First Call Resolution, Customer Complaints, 12:30hrs Complimentary Lunch 13:30 Session 4 Key Note: Online Social Media dashboard 2014 What s important Bujar Abdulai, Group Director Customer Care, Austrian Telekom How social media will drive customer services in 2014 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 14:15hrs Session 5 Key Note: IVR & visual IVR and how to save money and improve customer experience Pavel Milec, Director Call Centres, Telefonica Self-service tools is it all about IVR Call Centre steering for IVR best practise case studies with real figures! 14:45hrs Session 6 Key Note: Employee Engagement Bernadete Borsos Director Customer Front Support and Channel, Management Telenor Performance appraisal of call center agents Sales in CC & steering of agents Home/Remote Agents 15:30hrs Networking Tea & Coffee 16:00hrs Session 7 Key Note: Increasing call center effectiveness with First call resolution Robert Lamb, Director Contact Centre, AT&T 16:45hrs Session 8 Ecommerce Call Centre, Sales & Customer Services, Konard Koper, Director Customer Care, UPC 17:15hrs Session 9 Cost Excellence and Sales Power Jonathan Donovan, Head of Online, Vodafone Best practices & Real case studies will tell us how to reduce the cost of our call centres & make them more productive. 17:45hrs Value Creation Part 1 Daily Wrap up & Closing Remarks by Chair Oke Eleazu, Managing Director-Think outside In!! 18:00hrs 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: [email protected] Telephone:

4 DAY Registration / Check-in and Morning Coffee and Tea Introduction and General Flow (Conduct by Chairperson) 20 minutes 9:15hrs Session 10 Key Note: How to optimize channel usage (social, digital, agent etc.) to meet service cost and loyalty? Jonathan Donovan, Head of Online, Vodafone How to manage multi-channel contacts Integration of customer interaction channels 10:00hrs Session 11 Key Note: Quality Assurance Ewa Waleczak, Director Client Services CEEMEA, Royal Bank of Scotland Best tips for call quality monitoring Service Quality monitoring, Quality of service and information via alternative channels 10:30hrs Networking Tea & Coffee With bakery delights 11:00hrs Session 12 Key Note: Big Data in your call center- How it saves cost and how to manage it effectively? New developments 11:30hrs 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 - Michael Cooper, Ozge Micozkadioglu, Jonathan Donovan, Jamie Paterson Topics- Innovations, New technologies for Customer Services, Contact Centre challenges drive revenue through Contact Centres, KPI s for Contact Centres, Voice Bio meters 12:30hrs Complimentary Lunch 13:30 Session 13 Key Note: Contact Centre Applications Morris Pentel, Managing Director Customer Experience Foundation Which contact centre apps do you use? Smartphones potential to improve the Call Centre experience Most awaited applications 14:00hrs Session 14 Key Note: To From multi-channel Omnichannel - the future of retail banking and Telco services Jamie Paterson, Global Head of Client Services, Barclays How is omni-channel different from multi-channel Challenges implementing omnichannel How can technology enable omnichannel 14:30hrs Session 15 Key Note: Service to Sales-contact center approach Sales in CC & steering of agents - Quality focus - Cost Reduction 15:00hrs Networking Tea & Coffee 15:30hrs Session 16 Key Note: Customer feedback surveys Ela Banu Head of Customer Care and Services, Product Management & Customer Support ING Bank Learn from dis-satisfied customers Voice of Customer 16:00hrs Session 17 Key Note: Building the customer centric contact center Ozge Micozkadioglu- Director Contact Centre, TEB- BNP Paribas Group Customer centric & culture Customer Centric Selling Customer Centric Contact Centres 16:45hrs Session 18 Real Life Case Studies presented by Top Experts and Dedicated CE 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 17:45hrs Closing Remarks by Chair Oke Eleazu, Managing Director-Think outside In!! 18:00hrs Coctail Reception All attendees are welcome to join us at the complimentary cocktail reception and have an unforgettable experience.

5 Overview A Contact Center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. It typically includes one or more Online Call Centres but may include other types of customer contact as well, including newsletters, postal mail catalogs, Web site enquiries, Web Chats and the collection of information from customers during instore purchasing. A Contact Centre is generally part of an Enterprise s overall Customer Relationship Management (CRM) and is typically a modern Unified Communications Solution with specialised software that enables contact information to be routed to appropriate resources, contacts to be tracked and full customer interaction history to be gathered and managed. A Contact Centre is considered to be an important element in multichannel marketing. Conference Benefits: Key Note Presentations Networking/ Benchmarking Benefits Teambuilding ( majority of companies are sending large groups) Session Contents Best Practices Training Vendor Contact Current Technologies Future Processes Explorations Real Life Case Studies Opportunity to meet top expert and decision makers from telecom and banking industry under one roof. One to One Meeting / Group Discussions/ Q & A sessions 10 Real Life Case Studies designed by Call Centre Gurus and best Practitioner of Contact Centre on subjects like - How to reduce the cost of your call center? Can web chats replace phone calls?? Using Twitter & Facebook as customer care channel. Call Center Technologies Workforce management Learn from dis-satisfied customers Future of Contact Centers E Commerce call center Sales and customer services Barcelona City Trip Social event for Industry experts. A Complimentary bus trip followed by a dinner in heart of city.. fully sponsored by KP Morgan Group for your enjoyment. This event will take place on the night of Thursday October 23rd. You will receive full details along with logistics after enrollment for the conference. Upcoming ICEM Event- KP Morgan Group presenting International Customer Experience Management Summit The Istanbul ICEM 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 Customer Experience & Customer Interaction Management. The focus will be both on key top line 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. Venue: Istanbul Dates: 23rd-24th SEP 2014 To book your seat with corporate discount please contact Karen Radley at [email protected]

6 20% early bird discount before 10th July Day Conference 2190 Registration Form/ Sales Contract ECCCI Summit Barcelona, Spain 23rd-24th October 2014 Bookings [email protected] Delegate Details #1 Organisation Details Company name: Address: Postcode: Country: : VAT Number: Delegate Details #2 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. Delegate Details #4 I agree with Terms and conditions Date: Signat.: