13 - 15 October 2015 I Barcelona SPEAKERS CLOUD VS ON

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contact centre?
Annual
14 CASE STUDIES FROM COMPANIES: • Barclays • Orange • DHL Express • TalkTalk • Swisscom
Improving Customer Experience and its positive impact on CALL RATE How to motivate agents to
BECOME SALES KILLERS?
BARCLAYS - Melanie Donoghue ORANGE - Pierre Grauby DHL EXPRESS - David Richards TALKTALK - Sian O’Shea DETSCHE TELEKOM - Henriette Jehnert
SPEAKERS INCLUDE :
Members of Board, Vice Presidents, Directors, Head and Senior Managers involved in
Who should attend
• IVR • Telesales • Customer Care • Customer Relationship • Customer Relations
• Contact Management • Omni-channel • Digital Experience • Channel Management • Customer Experience
SPEAKERS Ahmed Abdo Senior Vice President, Head of Contact Centers Abu Dhabi Commercial Bank
Melanie Donoghue Head of Retail Telephony Barclays
Pedro Suja Goffin Head of Next Generation Contact Centers BBVA
Henriette Jehnert VP Customer Experience IVR & Omnichannel Deutsche Telekom
David Richards Head of Domain, Global Customer Service Systems DHL Express Worldwide
Marco Fanton Social Media Director Melia Hotels
Jean-Mi Godfurnon Customer Service / Club Director BeNeLux Nestlé Nespresso
Alexandra Da Silva VP Reservations NH Hotels
Pierre Grauby VP Customer Relationship Orange Europe Orange
Marek Grabowski B2B Customer Care Director Orange PL
Helia Burgunder Head of Customer Service Swisscom
Sian O’Shea Head of Customer Relations TalkTalk
Rafael Fayos Oliver Head of B2B Digital Channels Telefónica
Michael Havas Director Customer Service & Sales Telefónica Germany
Jörg Knoop Head of Contact Centre & Telesales Capabilities Vodafone
Jason Bartram Head of Resource Planning Virgin Media
Dear participants,
It is my pleasure to invite you to the 6th Annual Optimizing Contact Centres Summit!
This year the tradition continues and all the contact centres experts will gather in Barcelona in October to discuss the biggest issues and challenges they are currently facing in their Contact Centres.
In 2015, we would like to continue for the 6th time with this successful event and provide you with a platform for the real professionals to share their knowledge and practical skills, enabling all participants of this world-class event to gain insight into current challenges in contact centres, call centres and customer services in general. You will find answers
to many questions from different areas such as Cus- tomer Experience in Contact Centres, new methods and trends in Contact Centres, Customer Satisfaction, Omni-channel platform, Cloud-based solutions, digi- talization, motivation of the agents, future of self-services, First Call Resolution, modern technologies for Contact Centres in 2015 and other issues within this field
I am looking forward to welcoming you personally to the 6th Annual Optimizing Contact Centres Summit in Barcelona in October.
Vladka Krasinska Conference Producer
Benefits of attending • Understand the importance of customer
services in Contact Centres and its impact on loyalty and customer satisfaction
• Hear about new technologies and methods used in Contact Centres.
• Discover the effectiveness of speech analytics, gamification, voice biometrics, First Call Reso- lution and other techniques in Contact Centres
• Analyze the reason of inbound calls and methods of eliminating the unnecessary calls
• Explore the future of self-services and imple- menting an effective self-serve strategy
• Learn how to motivate the agents in the Con- tact Centre.
• Gain insight how to transform the future of Customer Experience in this new digital world
EVENT PROMISE
EVENT OVERVIEW
At the 6th Annual Optimizing Contact Centres Summit you will meet and learn from the best recognized professionals within contact centres, customer services and operations. You will get the best advice on how to deal with the current issues in the world of contact centres and generally how to improve the customer experience and satisfaction. Besides the many interesting and immersive case studies from the leading companies on the market you will also join the many networking and discussion opportunities, where you will exchange practical insights with other participants. By attending this event you will gain pragmatic know-how in a friendly, international atmosphere with the well-qualified experts.
WORKSHOP Workshop A: Building an customer-centric centre 13 October 2015 (15:00 - 16:00)
• Driving actions from insights and customer centric metrics
• Importance of First Call Resolution
• Methods to collect the data
• How to understand the customer expectations?
• Measurement of customer satisfaction
• Optimizing customer experience and operational efficiency in an omni-channel/digital environment
• Picking the right tool to solve the problem of the customer – balance between the contact centre and web of the company
• Advantages and disadvantages of web-chat, click to call, phone and other tools
• How to measure the efficiency of the channels
Workshop B: Shifting to the Omni-channel contact centre 13 October 2015 (16:00 - 17:00)
BOOKING LINE: Tel.: +421 221 025 322 / Fax: +421 252 444 220 www.callcentresummit.com
KEY TOPICS • New Technologies and Methods in Contact Centres
for 2015
• Digital Transformation in Contact Centres
• Moving towards an Omni-channel Service Platform
• How to Motivate Agents to Become Sales Killers?
• The Future of Self-Services in Contact Centres
• First Call Resolution and IVR – Simplification in Contact Centres
WORKSHOP
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D - DiscussionCASE STUDY - Experience Based Case Study - Great Opportunities for Networking
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Jörg Knoop I Vodafone
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Final roundtable, one to one meetings and Closing remarks from the Chairman D
Enhance the customer journey
Melanie Donoghue I Barclays
Marco Fanton I Melia Hotels
Thursday 15 October 2015
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YSpeech as a simplifying technology in a contact center environment
Henriette Jehnert I Deutsche Telekom
How to transform the future of customer experience in this new digital world? Ahmed Abdo I Abu Dhabi Commercial Bank
Speed Networking Session
From NPS to FCR. Impact exerted by driving both indices
Marek Grabowski I Orange
Alexandra Da Silva I NH Hotels
Improving Customer Experience has a positive impact on Call rate Pierre Grauby I Orange
Cloud versus on-premise: a key decision for your contact centre? David Richards I DHL Express
Is self-service the future of customer service? Sian O’Shea I TalkTalk
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Service Helia Burgunder I Swisscom
Roundtable Discussion
Create a memorable effortless experience through first contact resolution and personalized relationship Jean-Mi Godfurnon I Nestlé Nespresso
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Rafael Fayos Oliver I Telefónica
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Pedro Suja Goffin I BBVA
DAY 1 08 : 20
Registration and Morning Coffee
14 OCTOBER 2015 6TH ANNUAL OPTIMIZING CONTACT CENTRES SUMMIT
09 : 00 Speed Networking Session
Don’t forget your business cards! Great 15 minutes ice-breaking and networking activity to meet your peers before we start
CASE STUDY
09 : 15 Pierre Grauby VP Customer Relationship Orange Europe Orange
Improving Customer Experience has a positive impact on Call rate
Contact rate at Help Lines is a good indicator of Customer Experience. Investing on Customer Experience transformation tackles most of customer pain points and prevents reasons to complain
• More than 50% of our inbound calls served by our Help Lines are caused by a bad customer experience
• Simplification of our business processes and offering portfolios not only drives Customer satisfaction but also eliminates unnecessary calls
• It also helps to develop customer autonomy by offering an easy Self Care experience
CASE STUDY
11 : 15 Marco Fanton Social Media Director Melia Hotels
Sol House - The First Tweet Experience Hotel: Learn how to use social media to enhancing our real-time connected customer’s experience
The guest experience revolution is fundamentally changing the business conver- sation at a strategic level. The use of modern technology has redefined the relationship between hospitality organizations and our guest but also serves to drives revenues both pre-stay and during-stay and redefine our CRM model. Ensure your brand fully understands the opportunity to transform the design of costumer expe- riences around a new dimension of touch points.
• Deploying location-based services and real-time features to offer a highly personalized and unique experience
• Leveraging wi-fi technology to better understand customer behaviour and property requirements
• How to encourage usage of social media to increase customer engagement • Assessing addition revenue and customer engagement opportunities
CASE STUDY
10 : 00 Henriette Jehnert VP Customer Experience IVR & Omnichannel Deutsche Telekom
Speech as a simplifying technology in a contact center environment
• Relevance of IVR at DT, • Importance of simplification for customer experience; • 5 principles of simplification; advantages of a speech driven IVR; • Capabilities of speech as a technology; • Results of Voice Biometric pilot
DAY 1 14 OCTOBER 2015 6TH ANNUAL OPTIMIZING CONTACT CENTRES SUMMIT
14 : 00 David Richards Head of Domain, Global Customer Service Systems DHL Express Worldwide
Cloud versus on-premise: a key decision for your contact centre? This case study will look at the pros and cons of using a cloud based service to run your contact centre platform on. DHL Express has implemented a hybrid solution and we will look at the challenges, benefits and costs of choosing different solutions.
• Cloud based solution or on-premise solution? • Business case of different solutions • Tips, recommendations and lessons learnt
CASE STUDY
Interactive Roundtable Discussion
All attendees will have the great opportunity to discuss a selection of the most interesting topics addressed during the conference in small groups with other colleagues. Every table will nominate a head of table, which will summarize the topic, present the main puzzles and questions posed.
Suggested topics: • New trends and methods in contact centres • Achieving contact centre excellence through effective CRM • What does the future of contact centres look like?
DISCUSSION
14 : 45 Sian O’Shea Head of Customer Relations TalkTalk
Is self-service the future of customer service? 70% of customers surveyed expect companies to offer self-service. Key question is what are their expectations of self-service and how do we best meet those given that in con- trast with the 70% customers who expect self-serve, 90% said that self-serve doesn’t consistently meet their needs Everyone refers to “omni-channel” and how it’s revolutionizing the customer experience by adding choice but in reality we’re just adding complexity if we don’t approach it in the right way. To implement an effective self-serve strategy and model we need to identify where self-serve is appropriate and how best to complement other more traditional contact channels. Within my presentation I intend to review how best to complement other more traditional contact channels. Within my presentation I intend to review how best to achieve this focusing on a right time, right channel, right metrics based approach
• Expectation setting re what self-serve can and cloud encompass • Right channel – channel based opportunities using data driven insights to identify
which channels serve which queries most effectively • Right time – Using real-time analytics to identify points and customer problems
during the self-serve journey real-time and proactively offering assistance • Right metrics – Measuring success of self-serve has to extend far beyond measuring
contact reduction or it will never truly succeed. Exploration of relevant customer satisfaction related metrics
CASE STUDY
SPECIAL FEATURE: Interactive Panel Discussion
In this session, the audience has an opportunity to ask questions and have an open interactive discussion with the discussion panelists.
Sugessted topics: • Global innovation trends and their impact on contact centres • Multi-cross channel strategies • How to deliver the right information in the right time?
15 : 30 Jason Bartram Marco Fanton Henriette Jehnert David Richards Michael Havas
DISCUSSION
DAY 1 14 OCTOBER 2015 6TH ANNUAL OPTIMIZING CONTACT CENTRES SUMMIT
19 : 30 Cocktail Reception
Enhance the customer journey
• Enhanced empowerment for front line • Taking ownership • Grow capability to get it right first time • Go To Bank
CASE STUDY
17 : 15 Jörg Knoop Head of Contact Centre & Telesales Capabilities Vodafone
Omni-channel Customer Experience in a Telco World
Vodafone Germany is in the middle of a transition from a siloed and disruptive contact centre towards an integrated omni-channel customer experience
• What customers expect • What an organization can do • What Technology is able to deliver
CASE STUDY
18 : 45 All Attendees
Interactive Roundtable Discussion
All attendees will have the great opportunity to discuss a selection of the most interesting topics addressed during the conference in small group with other colleagues. Every table will nominate a head of table, which will summarize the topic, present the main puzzles and questions posed.
Suggested topics: • Web chat as a new popular tool in contact centres • Is Facebook the future of call centres? • Advantages and disadvantages of voice biometrics
DISCUSSION
18 : 00 Rafael Fayos Oliver Head of B2B Digital Channels Telefónica
Digital Channels in the B2B Context
Client relationships are the key in the B2B segment and we will see how to enhance digital relations to create competitive advantage
• Digital contact: a new paradigm for customer relations • Taking advantage of digital technologies for a more efficient operation while
improving customer experience • Omni-channel: bring key players (salesman, call center agent,…) to the digital
world • Customer care inside the digital customer experience model
CASE STUDY
Registration and Morning Coffee
15 OCTOBER 2015
09 : 15 Ahmed Abdo Senior Vice President, Head of Contact Centers Abu Dhabi Commercial Bank
6TH ANNUAL OPTIMIZING CONTACT CENTRES SUMMIT
CASE STUDY
How to transform the future of customer experience in this new digital world?
Banks that execute technology-driven innovation & strategy are better able to develop competitive advantages; a chance to match up on global innovation trends, leverage efficient banking experience and capture market share.
• Self-Service Makeover – The use of virtual teller, a revolutionary teller experience bringing banks closer to the customers
• Voice Biometrics and Call Steering (comprehensive biometrics): Providing a new and secure form of authentication with a novel experience of interacting with the IVR
• Maximize the Internet Banking facility with Online Chat
09 : 00 Speed Networking Session
Don’t forget your business cards! Great 15 minutes ice-breaking and networking activity to meet your peers before we start
10 : 00 Alexandra Da Silva VP Reservations NH Hotels
CASE STUDY
How to motivate agents to become sales killers?
Presentation of successful case studies in NH to transform the central reservation offices into Revenue power houses!
• Motivation plans • Employee commitment • Kill to sell strategy
11 : 15 Jean-Mi Godfurnon Customer Service / Club Director BeNeLux Nestlé Nespresso
Create a memorable effortless experience through first contact resolution and personalized relationship
• FCR and its impact on customer service • Decreasing customer satisfaction and loyalty as the outcome of insufficient first
contact
CASE STUDY
12 : 00 Pedro Suja Goffin Head of Next Generation Contact Centers BBVA
BBVA’s new strategy in Contact Centres
BBVA is developing a new strategy for its contact centres. Starting from the need for a totally different customer experience, a new paradigm has been created to change it dramatically. The new paradigm, the platform built to meet these new requirements and the change management process will be described. Finally we will analyze the new opportunities brought by this transformation.
• The starting point is a better customer experience • General description of our new paradigm, the platform, the deployment and the
change management • Brief overview of new perspectives
CASE STUDY
Final Round table, One-to-One meetings and Closing Remarks from the Chairperson
Open round table discussion for the attendees to summarize the information learned throughout the 2 days, opportunity to raise the final questions and comments.
DAY 2 15 OCTOBER 2015
6TH ANNUAL OPTIMIZING CONTACT CENTRES SUMMIT
15 : 30 Networking Coffee Break
Suggested topics: • Managing customer services across different countries • Differentiating the service as a key element to attract the customers • Interactive Voice Response and its relevance
DISCUSSION
Premium, Online & Segmentation in Customer Service
With an increasing focus on quality standards and at the same time on cost efficiency how do customer service organizations manage to optimize these two requirements. A case study from Swisscom Switzerland.
• From a taylorian approach to dedicated support • Online shift • Multi-cross channel strategy
CASE STUDY
Click on image for play video with testimonials from last annual
16 : 00 Marek Grabowski B2B Customer Care Director Orange
From NPS to FCR. Impact exerted by driving both indices
• Evolution or co-existence? • Measuring and improving • Driving revenues with NPS and efficiency with FCR • Speech analytics and gamification – new ways to improve your operational
efficiency
CASE STUDY
6th Annual Optimizing Contact Centres Summit 13 - 15 October 2015 I Barcelona
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13 - 15 October 2015 I Barcelona SPEAKERS CLOUD VS ON