CONFERENCE PROGRAM OVERVIEW CALL CENTER WORLD FORUM March 2015, Tuesday Key Plenary Session 25 March 2015г, Wednesday

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1 CONFERENCE PROGRAM OVERVIEW CALL CENTER WORLD FORUM March 2015, Tuesday Key Plenary Session 25 March 2015г, Wednesday Session «Management» Session «Clients» Session «Sales» Session «Staff» Excursions ОТТО Group Russia 26 March 2015, Thursday Workshop Day Galina Haustova, Telemarketing Academy Oleg Zeldin, Apex Berg Contact Center Consulting Yury Melnikov, ICCCI In parallel with sessions conference delegates and Expo attendees are offered to visit program running along exhibition from till Technology session (Demo forum) Speech Day Live Demo Consulting zone 24 MARCH, 1 ST DAY KEY PLENARY SESSION «FUTURE OF CONTACT CENTERS HOW WE SEE IT NOW?» (simultaneous translation is available) NEW AND ACTUAL TRENDS OF CC DEVELOPMENT year anniversary of CC in Russia Dmitry Manin, CEO, CRM-Design Evolution of clients and companies: how CC should react to these changes? Galina Samoylenko, Customer service director, VimpelCom Overview of obenchmarking CC research results of NACC 2014/15 Oleg Zeldin, CEO, Apex Berg Contact Center Consulting

2 11.20 Complex optimization of activity and strategy of CC development Denis Kirienko, Project director, Inter RAO Cost reduction for IT infrastructure CC as element of anti-crisis strategy Andrey Zaytsev, Business Development Director, NAUMEN Discussion: Key trends in CC management CC development strategy in new economic conditions CC optimization activity: potential impact of total economy Single strategy and single standards for customer service in various communication channels Customer self-service: efficient way to reduce cost for CC vs lowering customer satisfaction. Where to seek balance? CC based on cloud technologies: advantages, weak points, tips Moderator: Oleg Zeldin, CEO, Apex Berg Contact Center Consulting Participants: Galina Samoylenko, Customer service director, VimpelCom Aleksey Fedorov, Operation director, SoftKey Evgeniya Anohina, Director of Single CC, SK Soglasie Mahmud Mahmudov, Customer Service Director, Yota Devices Lunch STAFF IN MULTICHANNEL CONDITIONS Discussion: Staff in multichannel conditions Multifunctional performance of agents practice in CC in various access channels Demand for agent s skills in Omni-channel CC with all modern technologies and requirements of customers Increasing staff engagement in CC activity

3 Cost optimization for staff: searching balance between top management interests and those of staff Participants: Ekaterina Filippskaya, Customer support director, TRUST bank Anna Borisenko, Deputy director of Single CC, Rostelecom Elizaveta Ribinskaya, Customer Service Executive, Independent Expert FUTURE TECHNOLOGIES Modern technology trends in CC industry Pavel Teplov, Business development manager, CISCO Major global trends overview in WFO Sergey Bolshakov, VP Russia, AP region, Zoom International CLIENTS NEW SERVICE PERSPECTIVES Discussion: Clients new service perspectives - Role and meaning of CC in customer service - Defining priority communication channels with clients. Communication map - What does smartphonization of population lead to? Changes in behavior and demand models. Individual service approach - Focus on client: measuring and improving customer impressions - Problem of consolidation and customer data management in the era of multichannel service development - Improving customer s and staff s satisfaction level as the key direction for CC development Moderator: Dmitry Stolyar, Business development director, Cloud contact Participants: Olga Kuznetsova, Customer support director, HeadHunter Sergey Bulankin, VP Customer service, Tinkoff Credit Systems Dmitry Stolyar, Business Development director, Cloud Contact Anna Grekova, Head of CC direction, FGUP Russian Post

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5 25 MARCH, 2 ND DAY SESSION «MANAGEMENT» MANAGEMENT IN MULTICHANNEL CONDITION Multichannel: what do clients want and what do call centers offer? Dmitry Stolyar, Business Development director, Cloud Contact Optimization of distance customer service in CC Maksim Barsukov, Director of IT system department, AMT-GROUP CC COST OPTIMIZATION Case study: How to reduce costs without cutting staff Evgeniya Vasilkova, Senior director of Operational sector in IT department, Acronis How to optimize costs in CC and retain excellent service quality and customer satisfaction level? Maria Antonova, Head of operation management, Eldorado Methods of complex diagnostics in contact center Oleg Zeldin, CEO, Apex Berg Contact Center Consulting Work with real expenses for telecom services in contact center Gennady Garaganov, Business Development manager, Teleopti TEM AB Prime cost estimation and management for contacts processing Yuriy Melnikov, CEO, ICCCI Lunch How to survive black Friday month-length Nella Orlova, Head of CRM department, OZON.RU Maksim Kalinkin, CEO, GRAN

6 MANAGEMENT AND OPTIMIZATION WFM / WFO Implementation of processes for efficient workforce resources during fast growth of website quantity Alexey Emelyanov, WFM expert, Tele Five global trends and impact for recourse planning processes Valery Tarasov, Russia and CIS region director, Teleopti WFM with human face: from grimace to smile Nikolay Shvets, Expert CCG and NACC SYSTEM OF CONTINUOUS IMPROVEMENTS Development of quality management monitoring in contact center in 5 star hotel Liam Anderson, Director of business consultancy practice, ZOOM International Quality management system in contact center Margarita Denisenko, Deputy director of business development, MIG Credit OPERATIONS How to create contact center image? Galina Haustova, Managing partner, Telemarketing academy What s good in coordinated work of departments? Evgeny Alekseev, Head of contact center, Insurance company MSK

7 25 MARCH, 2 ND DAY SESSION «CLIENTS» CUSTOMER JOURNEY MAPPING. MAP OF CUSTOMER AND COMPANY INTERACTION Role and place of contact center in customer service. Program of exceptional orientation on customer interests Natalia Novokshonova, Head of Customer Service DHL Express Russia Customer Journey Mapping: making Customer Journey Mapping: making seamless customer experience Vitaly Kondratiev, Product department director, LiveTex Making single system for customer requests handling Polina Kuzmina, Head of department, Renaissance Credit Implementation of self-service system and agent s scripting in cc of large network operator Platon Begun, Head of Contact center direction, CTI CUSTOMER SATISFACTION Customer claims handling in crisis conditions. Threat or opportunity? Sergey Gasin, Head of customer claims department, Eldorado Claim service efficiency in multichannel environment Dmitry Kim, Head of distance customer service, TransCapitalBank How to make proper customer feedback Olga Kuznetsova, Director of custome service department, HeadHunter How communicative skills impact customer satisfaction level Valeria Kurepina, Customer service director, Svyaznoy bank Lunch

8 CUSTOMER SERVICE QUALITY MANAGEMENT Control and monitoring of customer service quality in various access channels Alexey Fedorov, Head of marketing communication group, Roche Customer service of MTS clients in social networks Denis Diachenko, Director of customer service department, MTS How to hear voice of customer and improve service quality satisfaction in general Anna Eskova, Head credit card holders direction in CC Samara, Rosbank Real authority as lifestyle in contact center Elena Yurina, Head of department of customer interaction, Tele How to adopt customer service quality standards to changes in internal and outside environment Galina Petrova, Head of customer service, TUI Russia Case for implementation of customer inquiries classifier in faceted contact center Ekaterina Ovcharenko, Head of CC, Takscom Impact of business process optimization and optimal integaration of CRM-system with company main programs on cost reduction in CC and customer loyalty improvement Marina Elistratova, Head of Federal monitoring center, Delta

9 25 MARCH, 2 ND DAY SESSION «STAFF» STAFF RECRUITING IN CONTACT CENTERS Discussion: Modern trends in staff management Moderator: Galina Haustova, Managing partner, Telemarketing academy Discussion participants: Elena Tugina, Head of distance service department, Financial group Life Elena Drobot, Deputy Customer service director, Tinkoff bank Natalia Kisimova, Head of customer service department, Beeline Elena Voytova, Business trainer, Apex Berg Contact Center Consulting Elena Sherbackova, Head of contact center, Tele Which requirements should be addressed to agents and how to estimate them? Elena Ragina, Independent expert, Ex-Customer Service Director, Groupon Russia Irina Barishnikova, CC development manager, DHL Express Russia How to increase СС agent s profession value Irina Barishnikova, CC development manager, DHL Express Russia CC STAFF TRAINING. TRAINERS AND TRAININGS Staff management in market stagnation condition: going off comfort zone and staff enhancement Nadezhda Dodonova, Head of VIP service, Alfa bank Couching Institute in Contact center Elena Shcherbakova, Head of CC, Tele How adaptation system is moving in current condition. Role of director in CC staff adaptation Inessa Firsova, Business trainer, Apex Berg Contact Center Consulting Irina Ulyanova, Business trainer, Apex Berg Contact Center Consulting

10 13.20 How to remain efficiency for director Elena Voytova, Head of Customer service department, Takscom Lunch ENGAGEMENT, MOTIVATION AND RETENTION Employee engagement and role of directors in this process Ekaterina Shibanova, Head of Telemarketing, TransCapitalBank Development and retention strategies for CC staff Victoria Shabashova, Head of CC Samara, Rosbank Material and non-material motivation as a tool to improve satisfaction level, loyalty and staff engagement Ekaterina Guseva, HR business partner, Eldorado Work with staff in the era of dramatic changes Elena Zhidova, Head of Customer service training, OTTO Group Russia Making emotional atmosphere in the working environment as a factor to impact staff loyalty Anna Gershenovich, Head of telemarketing department, ABBYY Language Services MULTIFUNCTIONAL STAFF Multifunctional staff the future of contact centers. How to make usual agent into multifunctional one. Successful practice Natalia Baukova, Head of customer service department, imoneybank Background for changes: multifunctional employee who is he? Our expectations and demands. Successful practice to overcome difficulties Lubov Koltsova, Head of customer service department, OTTO Group Russia

11 17.55 How to motivate multifunctional agents Evgeny Vilisov, Head of Single CC service, Rostelecom 25 MARCH, 2 ND DAY SESSION «SALES» Building efficient telemarketing department Valentina Guseva, Head of sales department CC, Stone Hedge Organization and working principles of efficient telephone sales department Irina Kolmogorova, Head of sales process optimization, Financial group BKS Tour agency BRISCO: how we managed to raise tour sales by 20% Maria Kosenkova, Head of development department, Brisco.ru Contact center in medical organization Artyom Glushkov, Head of CC, SM-clinic Hybrid CC for geographically distributed and network companies Yury Sychev, Commercial director, MightyCall Seller mistake: punishment and reward Valentin Kasyun, Business trainer, Apex Berg Contact Center Consulting Lunch

12 14.45 How to build aggressive sales in B2B for two months. Key tips of success Vadim Dozortsev, Managing partner, Berner&Stafford How to increase contact center income by cross-sales system organization Sergey Shcerbakov, Head of online sales department, Svyaznoy online shop Internet bank as sales channel Anton Bezdvorny, Head of online technologies development, Ural bank of Reconstruction and development B2B products selling how to take necessary from Big Data? Aleksey Ignatov, Deputy director, Media group Action Free dialogue. Where is borderline between upselling and open communication with customer? Kira Bykova, Head of sales department, Kommersant How to handle 30 most difficult claims that kill selling Vladimir Turman, Research advisor, Center of business development