11.00 Implementing World Class Leadership Strategies
For Contact Centres
- Creating true relationship managers
- Understanding the psychological principles behind leadership development
Anne Marie Forsyth
Chief Executive
Contact Centre Association
11.45 Are Your Customers Really Being Served?
Creating A Culture Of Service Excellence
- Ensuring your people understand great service and want to excel in delivering it
- Enhance communication skills and create a culture of success through robust learning and development
Paul Cooper
Director
Institute of Customer Services
12.30 Lunch
14.00 Empower and inspire your people to deliver operational success
Sharon has been focussed on supporting O2’s multisite
contact centre operation. Sharon believe’s that
this operation has achieved it’s goals by focusing on
people development. This includes Advisor
development: Multi skilled approach, working
towards the Knowledge Worker/Manager and Team
Leader development, how do we manage knowledge workers?
- During this interactive session Sharon will focus on current and future challenges demonstrating what her and her team have achieved to date and their strategy for 2008.
- Join her and understand how O2 are integrating a people development strategy across their contact centre teams to:
- Empower employees to make the transition from Call Centre Advisor to Knowledge Worker
- Develop and enable Team Managers in managing Knowledge Workers for Operational success
Sharon Adair
Head of People Development
O2
14.45 Customer relationship management: Integrating consumer-centric methods and outbound contact as a principle for success
- Achieving improved customer satisfaction with 4 basic principles
- Enhance service provision by efficiently using outbound contact
- Positively impact your bottom line by adopting best practice
|
Alison Oldham
Sales & Marketing Direct
Scotts of Stowe |
Mark Opperman
Sales Director
VoiceSage |
15.30 Coffee
16.00 Recruiting & Retaining Top Talent In A Highly
Technical Contact Centre
Affymetrix’s customers rely on their contact centre
for all technical advice and therefore all advisors
must be qualified to a minimum of BSc/MSc/PhD
level and be multilingual. The challenges faced by
Deborah when recruiting and retaining high calibre
staff in this environment are high and during this
session she will highlight how in a small, technical
contact centre environment, Affymetrix are
developing strategies to motivate and retain their
staff.
- Attracting top talent to a highly technical contact centre
- Incentivising and motivating high calibre staff
- Retaining staff in an inherently high turnover environment
Deborah Keenan
Technical Support Manager, Europe
Affymetrix UK
16.45 Putting Customer Service On The Map: Propelling
Your Customers Experience Across The Globe
SOCAP aims to raise the bar of Customer Services as
a profession, something which is needed not only to
ensure optimal customer service but also to enhance
the morale and loyalty of employees, particularly in
contact centres.
During this presentation Andrew will discuss the
work of SOCAP and how contact centres play a vital
role in enhancing the presence and importance of
Customer Services. Discover how you can be a
valuable part of the drive to improve your customers
experiences both locally and globally
Andrew MacPherson
Chief Executive Officer
SOCAP
17.30 Chairman’s Close
17.45 End Of Day One |
9.45 Utilising Metrics To Ensure Best In Class Service:
What Are You Measuring And Why?
- Are you measuring enough? Too Much? What should you be measuring for optimal KPI management?
- Discover how to ensure customer-centricity by benchmarking with metrics: Is this realistic?
Oliver Shaw
Sales & Marketing Operations Director
RIAS
11.05 The New Customer Service Imperative: Design For
People, Build For Change
“Design for people, build for change" encapsulates
two critically important and interrelated challenges
just beginning to hit leaders in the customer service
industry. Learn how ‘Designing for people’
encourages the type of collaboration that next
generation customers and customer service workers
expect while ‘Building for change’ can allow your
business to differentiate itself in the market by
becoming more flexible and agile.
Clare Dorrian
Head of Product Marketing
Graham Technology
12.30 Lunch
14.00 Developing An Accurate Local Business Model To
Ensure Centralised Contact Centre Success
- Forecasting accurate call volumes when you don’t know how many calls are currently going to your local sites
- Building a business case with limited information
- Transferring knowledge to ensure central staff can replicate local staff
- Gaining internal buy-in and winning key account customers through the transition
- Ensure an accurate man-power plan by understanding the importance of continuous reforecasting
- Recruitment and retention during rapid growth
Rachel McNamara
Head of Reservations
Ramada Jarvis
15.30 Coffee
16.00 Making The Work ‘Work’: Happier Colleagues And
Customers By Better Design Of End-To-End
Processes
By listening to the customer and the demands
placed on our customer-facing and administration
colleagues, very simplistic changes can be made to
how the work ‘works’. If done well, along with the
change comes increased satisfaction and better
service (as well as some significant cost savings).
John will share with you the trials, tribulations and
ultimate successes of re-engineering high volume
and highly critical processes within the HBoS
telephony based sales business.
- Getting your numbers right at the outset: Making sure you are thorough in your fact finding
- Getting colleagues to design the process and not project teams
- Outlining the best methods to ensure total buy in pre-implementation
- Proving the change has been a success: Tracking benefits from end to end
John Ashmore
Head of Operational Support
HBoS General Insurance |
9.45 Delivering A World Class Service Across Multiple
Channels Including Retail, Web And Contact
Centres
- Ensuring customer retention and loyalty through cohesive customer contact
- Driving down support costs whilst enhancing customer service across all channels
- Empowering your employees across the business to boost morale, knowledge and therefore service
Michael McAuley
Head of Customer Experience
Carphone Warehouse
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 Analysing performance of your contact
centre: Framework for building a business
case for process innovation
To make the most of every contact and operate
your contact centre at reasonable cost, it is
important to understand the economics of your
contact centre. To yield best results when
implementing contact centre technology, you
need to get the basics right; identify the key
bottlenecks in your existing practices and rethink
how your services processes should run if
technology was not an issue. SAP contact centre
expert will introduce you to an analysis
framework that allows you to evaluate your
contact center performance, explore new ways
of running it and build a business case for your
process innovation
Ilkka Kivimäki, Senior Vice President, SAP
Business Communications Management, SAP
15.30 Coffee
16.00 Ensure A World-Class Experience By Injecting
Your Customers Feedback Into Your Business
During this session Paul will give an overview of
the challenges easyJet have faced in receiving
customer feedback, both good and bad, from
their customer experience centres. Their aim is
to ensure all feedback is received so that they
can then use these experiences to enhance not
only customer contact but easyJet's offering in
it's entirety. Join this Blue-Sky Session and
discuss:
- Developing robust processes to receive the positive as well as the negative customer feedback
- Using root cause analysis to develop a greater customer insight
- Encourage strong internal feedback by implementing innovative methods such as awards programmes and incentives
Paul Hopkins
Head of Customer Experience
easyJet |