11.00 Guiding The Employee Journey: Best Of Class Talent
Development
The cost of poor employment to your business is obvious
and an age-old problem, but still a problem nonetheless.
How are you dealing with this at a senior level? How is it
affecting you day-to-day and how can you implement a
simple strategy to ensure that this problem goes away?
With first hand experience of dealing with this challenge.
Garry will look at how you can implement simple highlevel
strategies to ensure middle management:
- Understand the true cost of poor recruitment and subsequent attrition
- Reduce turnover while ensuring you continue to attract higher quality agents
Garry Luxford
Head of Telesales
E.ON Energy
11.45 Innovate Your Customer Service Globally By Turning
Your Customer's Feedback Into Root Cause Actions &
Training
As Director of Customer Services at Avis Europe Plc,
Angie is responsible for the Customer Services in 112
countries. During this session Angie will discuss how
Avis use systems and customer feedback to improve
service delivery and recovery across EMEA. Angie works
remotely through staff who report into different country
managers, so also faces the challenge of implementing
Customer Service strategy across a remote team.
- How to make dramatic improvements to your service delivery and recovery
- Successfully turning customer feedback into root cause actions
- Developing training programmes to improve service delivery based on your customers needs
- Delivering your strategy remotely across a geographically diverse organisation
Angie Court
Director of Customer Service
Avis Europe Plc
12.30 Lunch
14.00 Incentivisation, Motivation And The Employee:
Achieving ‘Peak Performance’
- Focusing on the employee first – driving employee engagement and motivation
- Defining the characteristics of an employee focused contact centre
- Establishing a robust set of employee focused objectives
Christina Ezard
General Manager Contact Center
Nedbank
14.45 The Best Things In Life Are Free: How To Learn From
Both Customers And Employees And Build Better
Customer Experiences
- How do organisations need to flex and adapt to the rapidly changing needs of the 21st Century Customer?
- How can organisations use their customer data more effectively to proactively manage churn?
- How does Web 2.0 start to blur the boundaries between organisations and their customers?
Nicola Millard
Customer Experience Futurologist
BT
15.30 Coffee
16.00 Dramatically Improve Customer Service By
Implementing A Mystery Calling Programme
- Designing a process to improve internal benchmarking and boost quality globally
- Turning complaints into compliments through a clear understanding of the workings of your contact centre
- Globalising quality: Rolling out your successes
Cameron Dougherty
Director of Global Contact Centres
Jumeirah Hotels
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9.45 Dramatically Reduce Call Volume And Cost By
Delivering Excellent And Consistent Service By
Aligning Brand And Quality Your Contact Centres
- Establishing the point of customer contact as the key customer service differentiator
- Harnessing the tools available to lower costs and drive higher satisfaction among your customers
- Empower your front line staff to retain existing customers and drive the acquisition of new ones
Andrew Mends
Head of UK Call Centres
Coca-Cola Enterprises
11.05 The Contact Centre At The Core Of The Business:
Creating Tangible Value To Meet Company Objectives
Richard Ray
Senior Business Consultant – EMEA
Verint Systems
Client case study to be confirmed. Please visit the
website for details: www.contactcentreweek.com
12.30 Lunch
14.00 Driving An Inbound Sales Push To Improve Your
Bottom Line
- How to effectively upsell through your global contact centres
- Successfully delivering and selling products through your front line
- Improve your sales figures by optimising your contact centre resource
Dieter Poller
Head of Customer Contact
Telekom Austria
16.00 Defining And Implementing An Award Winning
Balance
In 2007 Gerry won the Belgium Contact Centre Award for
his contact centre strategy. During this session Gerry will
outline how Belgacom went about achieving this level of
Customer Service
- Introducing a massive call and cost reduction programme by implementing different actions, including technology, people and products
- Increasing customer satisfaction and revenue generation alongside implementation
Gerry Cools
Sales Strategy & Development Manager
Belgacom
16.45 Chairman’s Close
17.00 Close Of Conference
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9.45 Inspire Employee Engagement To Dramatically
Improve Your Contact Centre Performance
The National Australia Group have been using some
innovative methods to encourage knowledge
sharing and develop employee engagement. During
this session Kevin will discuss their recent
programme, which enabled NAG to enhance
employee engagement and develop their
continuous improvement programme
- How to confidently engage your staff through voluntary knowledge share
- Successfully encouraging knowledge share and employee engagement
Kevin Page
Head of Direct Banking
National Australia Group
11.05 Session Break
Want to see your client showcased here?
Contact Zoe Pittman, Sponsorship Director, IQPC
on +44 (0) 207 368 9392
or zoe.pittman@iqpc.co.uk
12.30 Lunch
14.00 Empower & Develop Your People For An Award
Winning Contact Centre: Presentation Delivered By AOL
Broadband: Contact Centre Of The Year 2007
Hear from the people behind 2007’s Contact Centre of
the year. Hear how AOL won an award for contact centre
productivity and award winning service excellence.
- Achieve optimal productivity with robust processes, from first call resolution to call reduction
- Provide outstanding customer service by empowering your people
- Ensure you can work successfully with local and remote teams
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Alain Meric
Executive Director
AOL Broadband
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Heather Roche
Director of Customer Experience & Performance
AOL Broadband (Contact Centre Manager of the Year 2007)
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16.00 Improve The Efficiencies Of Your Contact Centre And
Delight Your Customers Using Direct Customer
Feedback
Dell have been using structured continuous
improvement methodologies to delight Customers while
improving the efficiency of their contact centres across
Europe, Middle East and Africa. The approach uses direct
Customer feedback to:
- Reduce Contacts – Assessing the drivers of orders that cause contacts but also the reasons behind repeat contacts
- Satisfy Customers - Deliver a service that Customer’s value ensuring the key moments of truth are executed flawlessly
- During this session Tommy will discuss how Dell have been developing these strategies and implementing them across their EMEA operations
Tommy Geary
Director, EMEA Business Operations & Customer Care
DELL
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