13 - 15 October 2015 I Barcelona SPEAKERS CLOUD VS ON ... · Michael Havas Director Customer Service & Sales Telefónica Germany Jörg Knoop ... revenues both pre-stay and during-stay

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CLOUD VS ON-PREMISE :a key decision for your

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Organizer:

6 th Optimizing Contact Centres Summit

13 - 15 October 2015 I Barcelona

Annual

14CASE STUDIESFROM COMPANIES:• Barclays• Orange• DHL Express• TalkTalk• Swisscom

Improving Customer Experience and its positive impact on CALL RATEHow to motivate agents to

BECOME SALES KILLERS?

BARCLAYS - Melanie Donoghue ORANGE - Pierre GraubyDHL EXPRESS - David RichardsTALKTALK - Sian O’SheaDETSCHE TELEKOM - Henriette Jehnert

SPEAKERSINCLUDE :

Members of Board, Vice Presidents, Directors, Head and Senior Managers involved in

Who should attend

• Contact Centres• Call Centres• Customer Services• Customer Operations• Operations

• IVR• Telesales• Customer Care• Customer Relationship• Customer Relations

• Contact Management• Omni-channel• Digital Experience• Channel Management• Customer Experience

SPEAKERSAhmed Abdo Senior Vice President, Head of Contact CentersAbu Dhabi Commercial Bank

Melanie Donoghue Head of Retail TelephonyBarclays

Pedro Suja Goffin Head of Next Generation Contact CentersBBVA

Henriette Jehnert VP Customer Experience IVR & OmnichannelDeutsche Telekom

David Richards Head of Domain, Global Customer Service SystemsDHL Express Worldwide

Marco Fanton Social Media DirectorMelia Hotels

Jean-Mi Godfurnon Customer Service / Club Director BeNeLuxNestlé Nespresso

Alexandra Da Silva VP ReservationsNH Hotels

Pierre Grauby VP Customer Relationship Orange EuropeOrange

Marek Grabowski B2B Customer Care DirectorOrange PL

Helia Burgunder Head of Customer ServiceSwisscom

Sian O’Shea Head of Customer RelationsTalkTalk

Rafael Fayos Oliver Head of B2B Digital ChannelsTelefónica

Michael Havas Director Customer Service & SalesTelefónica Germany

Jörg Knoop Head of Contact Centre & Telesales CapabilitiesVodafone

Jason Bartram Head of Resource PlanningVirgin 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 partici-pants 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-ser-vices, 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 KrasinskaConference Producer

6TH ANNUAL OPTIMIZING CONTACT CENTRES SUMMIT

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 meth-ods 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 ser-vices 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 opportuni-ties, 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.

WORKSHOPWorkshop 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 opera-tional 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 centre13 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

• Optimizing Customer Experience in Contact Cen-tres

• 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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Registration and Morning Coffee

Coffee Break

Lunch

Coffee Break

Cocktail reception

Opening Remarks from the Chairman

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Wednesday 14 October 2015

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D - DiscussionCASE STUDY - Experience Based Case Study - Great Opportunities for Networking

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YOmni-channel Customer Experience in a Telco World

Jörg Knoop I Vodafone

Speed Networking Session

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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

Sol House - The First Tweet Experience Hotel

Marco Fanton I Melia Hotels

Thursday 15 October 2015

Interactive Panel Discussion

Group of Speakers


Coffee Break

Lunch

Coffee Break


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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

How to motivate agents to become sales killers?

Alexandra Da Silva I NH Hotels

Improving Customer Experience has a positive impact on Call ratePierre 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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DYPremium, Online & Segmentation in Customer

ServiceHelia Burgunder I Swisscom

Roundtable Discussion

All Attendees D


All Attendees D


All Attendees D

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Create a memorable effortless experience through first contact resolution and personalized relationship Jean-Mi Godfurnon I Nestlé Nespresso

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YDigital Channels in the B2B Context

Rafael Fayos Oliver I Telefónica

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YBBVA’s new strategy in Contact Centres

Pedro Suja Goffin I BBVA

DAY 108 : 20

08 : 50

10 : 45 Networking Coffee Break



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 FantonSocial 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 rela-tionship 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

12 : 00 All Attendees

Interactive Roundtable Discussion

All attendees will have the great opportunity to discuss a selection of the most inter-esting 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 needsEveryone 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 iden-tify 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

16 : 30 Melanie DonoghueHead of Retail Telephony Barclays

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 KnoopHead 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 con-tact centre towards an integrated omni-channel customer experience

• What customers expect• What an organization can do• What Technology is able to deliver

CASE STUDY




All attendees will have the great opportunity to discuss a selection of the most inter-esting 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 OliverHead 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

DAY 208 : 20

08 : 50




15 OCTOBER 2015

09 : 15 Ahmed Abdo Senior Vice President, Head of Contact Centers Abu Dhabi Commercial Bank



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 SilvaVP 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 GoffinHead 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 Remarksfrom 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






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

14 : 00 Helia BurgunderHead of Customer Service Swisscom

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 Summit13 - 15 October 2015 I Barcelona


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13 - 15 October 2015 I Barcelona SPEAKERS CLOUD VS ON ... · Michael Havas Director Customer Service & Sales Telefónica Germany Jörg Knoop ... revenues both pre-stay and during-stay