Day One: Pre-Conference Masterclasses

Tuesday 11th March 2008

Please click on the links below to learn more:

Masterclass A: Are You Being Served? A Journey Into The Customer Experience Status Quo
Masterclass B: Focusing On Quality Metrics: Achieving Quality Goals For Calls
Masterclass C: Building An Employee Focused Organisation Through Incentives, Motivation And Training
Masterclass D: Integrating Next Generation Technologies Into Your Customer Contact Centre: The Practical Considerations

09.30 - 12:30 Masterclass A: Are You Being Served? A Journey Into The Customer Experience Status Quo

Customers draw positive and negative conclusions from experiences with your organisation. Without commitment to its design and ongoing optimisation, the resulting "experience gap" between business objectives and client perceptions will continue to undermine your customer satisfaction and loyalty. They will also play a key role in your future business performance. Join our panel for experts, including Managing Director of leading customer experience consultancy MAIA Consulting and former strategy director from the Royal Bank of Scotland, for an interactive debate which will delve deeper into:

Understanding how customer experience management is different from CRM
Evaluating how industry leaders are taking advantage of customer experience principles, and where other organisations are going wrong
Exploring what customer experience may look like in the future, and how you can optimise your organisation’s performance based on our experts predictions
Take advantage of this opportunity to discover why customer experience isn’t simply another industry buzzword, but a concept that can differentiate you from your competition.

Clare Dorrian
Head of Product Marketing
Graham Technology

09.30 - 12:30 Masterclass B: Focusing On Quality Metrics: Achieving Quality Goals For Calls

Portugal Telecom embarked upon their ‘Smart’ project two years ago when they realised the need to improve their quality of service and customer care. Their ‘Smart’ Project has proved hugely successful and was based on a simple concept that is transferable to many organisations. Join Rui in this highly interactive discussion session and discover how by focusing on simple concepts, such as key contact points you can develop a strategy to dramatically improve your customer service.

Drive service improvement by identifying key customer contact points
Deliver optimal customer care with a true understanding of your customer lifecycle
Understand the ‘moment of truth’ – what inspires customer loyalty?
Discover how by understanding your simple processes you can develop a strategy to enhance your service across the board.

Rui Santos
Director of Contact Centres
Portugal Telecom

Networking Lunch Included

14.00 - 17:00 Masterclass C: Building An Employee Focused Organisation Through Incentives, Motivation And Training

Achieving ‘peak performance’ from your front line staff is vital to your success but what does that mean in real terms? Over the past 2 years Nedbank have been focused on developing and implementing a people transformation programme. This programme concentrates on engaging the right people at the right time in the right place. Why? To ensure that their Contact Centres deliver an optimal level of service. But how do you achieve this, in different cultures, with different staff and different motivations? Join Christina to discuss how you can apply a people transformation programme to your organisation. Discover:

Who should take ownership of your people focus to ensure project success?
How you can focus on career and talent management for your front line staff and ensure you make your organisation employee focussed
How you can overcome the challenge of cultural barriers and diversity to ensure global employee engagement

During this Masterclass you will discuss what Nedbank have done to make their organisation more employee focussed and as a result achieved ‘peak performance’ from their staff. You will discuss different initiatives such as cash versus no cash incentives, looking at what has worked and what hasn’t and provide you with an insight into how you can develop the best fit development project for your organisation. Don’t miss the opportunity to spend 3 hours analysing how you currently deal with your front line staff and how you can improve this to provide the ultimate service to your customers.

Christina Ezard
General Manager Contact Center
Nedbank

14.00 - 17:00 Masterclass D: Integrating Next Generation Technologies Into Your Customer Contact Centre: The Practical Considerations

This masterclass will provide advice and tips on how to get the most out of: quality management and speech analytics, VoIP, Performance Optimisation, Customer Self Service, Multichannel and other talkedabout contact centre technologies. Hosted by Michael Gray, Editor, VoIPinBusiness.co.uk this masterclass will include presentations from Chris Colyer, IT Director, Garlands Call Centres. Tiffany Mannion, Performance Optimisation Specialist, Aspect Software. Matt Winckless, Director, Winckless Consultancy Services and cutting edge client case studies.

[ Register Now] · [ Next: Day Two: Conference ]