#eccikpmExcellence In Contact Centres

and Customer Interaction

Excellence In Contact Centres

& Customer Interaction

Summit9th & 10th

November 2015 Barcelona | Spain

Two Day Conference & Workshop

www.kp-morgan.com

ECCCI Summit – 9th & 10th November 2015 – Barcelona | Spain

30% discount on G

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Res

erva

tions

!

Our Promise

We are committed to deliver and sharing innovation. ECCCI Summit Barcelona will sit alongside the business case studies, future trends and live examples for professionals from Call Centre & Customer Interaction World which we divide into strategic & technical segments allowing delegates to listen to success stories as well as share their own during networking time - and all within easy reach of innovative product demonstrations and expert suppliers from industry. Areas will be addressed in the details during the two days conference are Current trends and the future of Contact Centres, Quality Assurance, Cost Effeciency , Workforce Management, Vision and Culture , Leadership, Customer Experience Strategies through Contact Centres, Technology & Systems, Colleague capability and training. Our focus is on the future, our conference is packed with case studies, insights and thoughtleadership that illustrate innovation in action and inspire you to push your Career and business forward.

We look forward to see you in Barcelona!

Oke Eleazu Managing Director & CEO Think Outside In!

Philip Calvert Social Media Sales and Customer Service Strategist

Alessio Derme Head of Gaming & Digital Publishing Telecom Italia

Vladimir Dimitroff Senior Consultant Beyond Philosophy

Francois Protopapa Senior Customer Experience Manager Sunrise Communication AG

Myriam Woestenfeld Senior Customer Experience Manager Sunrise Communication AG

Wafaa Homoudi Senior Director Customer Care Zain Telecom

Tony Porter Chief Marketing & Sales Officer PSS Help

Jose Paz Director General Operations Spain & Portugal Avaya

Marc Schulz-Bacon Digital Marketing & Engagement Strategist Vodafone, Kabel Deutschland, and Parfümerie Douglas

Andras Bacsa Global Contact Centre Applications Director Transcom Worldwide

Gerry Cools Wholesale Service & Operations Manager Belgacom

Matt Smallman Head of Transformation Design Retail & Business Banking Lloyds Bank

Our ECCCI Summit Expert Speakers From:

Chairman: TBA

ECCCI Summit – 9th & 10th November 2015 – Barcelona | Spain

MEDIAPARTNER

A rewarding opportunity to visit most demanding Venue

Barcelona is the capital of Catalonia and the second largest city in Spain, after Madrid. Barcelona, more than just a single city, is really a collection of multi-faceted and diverse cities. The visitor unfamiliar with its history might be surprised that such a modern and enterprising city preserves its historic Gothic center almost intact, or by the curious contrast between the maze of narrow streets and the grid-like layout of the Example, the urban planning “Enlargement” project of the end of the 19th century. Be a part of the notable thought leaders and challenging executives who are perfecting the practice of Commercial Effectiveness, and bring the new ideas back to your organisation. Join our successful summit, raise your challenges, and exchange your experience with the top experts from the industry.

ECCCI Event Overview:

The Barcelona ECCCI summit is targeted for Telecom & Banking professionals who are always seeking for new opportunities, visionary ways of conducting performance. This seminar will help gain a fresh perspective to Contact Centes & Customer Interaction Management. The focus will be both on key topline items that will help generate positive CE & sales and the cost infrastructure with a view to increase profitability. The speakers will be presenting real life examples in this context in addition to frameworks presented by external agencies with real figures. Various plenary sessions will be held in parallel to ensure that time is used effectively to manage different needs of the audience.

A word from Chair

The world continues to change at break neck speed, meaning there is no longer ‘the norm’ and standing still, in reality, means going backwards! Customers have never been so powerful, both in terms of having a voice and the multitude of purchasing opportunities and channels they have. This new ‘digital’ world means that customer expectation is constantly shifting, therefore there has never been a more important time to understand what ‘good looks like’. Our aim is to help with the understanding and sharing of best practice in all aspects of Contact Centre & Customer Interaction Management. This is essential to the long term success of every organisation.

ECCCI Summit – 9th & 10th November 2015 – Barcelona | Spain

ECCCI Summit – 9th & 10th November 2015 – Barcelona | Spain

Don’t miss out the opportunity to be part of this interactive round table conference and get a clear insights on:

Two Days Key Streams at a glance

• Key trends in Customer Key trends in Customer Management & Contact Centres 2015-16

• IVR & visual IVR and how to save money and improve Customer Experience

• Customer feedback surveys• Call Centre strategies- How to reduce

the cost of your call centre and increase the value of each call?

• Future of Contact Centres, where you will be in 3 years and how you do get there!

• Challenges & new trends in call centre industry

• Quality assusrance parameters in todays’s Call Centres.

• Increasing call centre effectiveness with First Call Resolution

• Best tips for call Quality Monitoring• Quality of Services and information via

alternative channels• Performance appraisal of call centre

agents• To From Multi-channel Omni-channel

- the future of retail banking and Telco services

• Social Media Dashboard – What’s important

• Service to Sales – the contact centre approach

• Home/Remote Agents• Customer Effort Score – how to create

a low effort environment• How to manage multi-channel

contacts• Self-service tools – is it all about IVR• Incorporate VOC in Quality Assurance

Process• Staff skills for low-effort experience• Gamification

SECTION 1: Future of Contact Centre - Where we are going ?What will the Contact Center of 2025 look like? It’s unlikely to be a central physical cent-er anymore The rise of cloud technology is predicted to lead to an increase in re-mote call center agents. But this move is not a sign that businesses are shun-ning the Contact Center. The omnipres-ent eye of social media has put compa-nies in the limelight—for good and bad , pushing customer service to the top of the priority list. Here at ECCCI Summit we will learn some trends we can expect to transform the call center over the next 10 years

SECTION 2: Cost Excellence and Sales PowerContact Centers are almost always un-der cost scrutiny, especially during slow economic periods. Yet unlike in the past, most senior executives now have a growing understanding of the value of contact centers provide, namely help-ing them to retain customers and their revenues and support. During the two day conference we will discuss what are the best ways to reduce Contact Center costs and to keep existing and to attract new customers.

SECTION 3: Deliver the best CE through Contact Centres CE officers and Contact Centre agents in the Customer Experience Management era When you’re differentiating your custom-

er experience, every interaction matters. Each individual engagement with your company and your people contributes to a consumer’s impression of your busi-ness. Your customer experience is the sum of all interactions customers have with your brand. Customer experience is critical to customer lifetime value, im-pacting your customer spend, retention, loyalty, advocacy and, ultimately, new customer acquisition costs.

SECTION 4: Contact Centre Strategies How to create a strategy for the complete contact centreMultichannel, multi-disciplined and multi-tooled, the modern contact cen-tre is a thing of staggering complexity. Integrated with numerous departments, supporting cross-channel communica-tions and leveraging leading-edge IT, there are cultural, technical and opera-tional obstacles that must be identified and addressed. And all of this while be-ing prudent with the purse strings. In this segment we will learn how do you build a strategy that will simultaneously ensure that it delivers value to the busi-ness and satisfaction to the customer?

SECTION 5: Quality Assurance Quality assurance should be the cor-nerstone of your call center manage-ment efforts. This is because optimizing Quality assurance practices will help to enhance the quality of the service your team provides to their customers, increase their efficiency and reduce

wasteful spending. Taken together, the benefits of optimizing your Quality as-surance practices might just help your team get a leg up on your competition. In this segment will help you do Build-ing a Quality Monitoring Form, Best Practices in Calibration and Scoring Techniques for Shaping Call Behaviors, Constructing and analyzing Voice of the Customer surveys and feedback.Making the Most of Quality Monitoring.

Section 6: Technology & Systems Technology is changing the world every day, and it is defining many of the new standards when it comes to Contact Centres. However, so much technology is badly implemented and ends up being more of a hindrance of staff as well as customers. The right technology needs to supplement the right customer strat-egy, rather than the other way around. Picking the right solution is also key, so the opportunity.

Section 7: Colleague capability and training Workforce Management Ultimately in many organizations and sectors, great customer experience is all about people. Recruiting for attitude and the right capability ‘fit’ is imperative to maintaining the right culture. The World-class organizations put a tremendous amount of effort into finding, on board-ing and training the right talent. Find out how some companies go about hiring retaining and training the right people.

ECCCI Summit – 9th & 10th November 2015 – Barcelona | Spain

Introduction and General Flow by Chair 9.00 -9.45 Key Note: Tony Porter How do you put the customer at the heart of the enterprise when your technologies live in silos? • How to avoid wholesale upgrades

and keep your existing technology performing

• Join up the dots with innovations that integrate with existing technology tomoreefficientlymanageyourbusiness and the improve the customer experience.

• How you can create Universal agents to support all of your channels

9.45 - 10.30 Keynote : Wafaa HomoudiFuture of Contact Centre - Where we are going ? • What are the latest trends in Contact

Centre Management for 2016? • The Call Center Will Become a

Relationship Hub • To reduce your costs and increase your

margins • Customer Service Agents Will Become

Super Agents• Call Routing Systems Will Find the

Perfect Match • Web Chat Will Become an Increasingly

Popular Customer Service Channel

10.30 - 11.00 Networking Break Tea/Coffees break with Fruits & bakery delights

11.00 - 11.45 Keynote - Jose Paz, Director General Spain & Portugal Contact Centre Strategies • Omni-channel customer interactions • Servicing connected devices • Creating loyalty through customer

service • Nurturing customer communities • Engaging user experiences

11.45 - 12.20 Keynote: Alessio Derme, Head of Digital Publishing & Games Selling the Digital Services in Retail• New customer behaviour & customer

journey • Brand experience & shopping experience • The importance to be digital• Case Study: Selling Services in telecom

shops.

12.20 - 13.00 Roundtable DiscussionSharing Roundtables – delegates willchoose 1 of 5 topics groups. In theseGroups, they will not only discuss thetopic, but will also share best practicethat they have seen in their organisationor witnessed elsewhere. At the end ofthe session we will ask each group tofeedback to the other delegatesAudience Size on each table: 4-6facilitators: Oke Eleazu, Philip Calvert, Alison Esse and Sandra MatosTopics: • IVR & visual IVR and how to save money

and improve Customer Experience• Quality assusrance parameters in

todays’s Call Centres. Importance of First Call Resolution Incorporate VOC in Quality Assurance Process

• Modern trends- what you doing in your contact centres?

13:00-14:00 Business Lunch- Stater, Buffet, Drinks & Desserts

14.00 - 14.45 Keynote: Philip Calvert, Social Media Strategist How Social Media is putting Customers in Control of Your Customer Service• How consumers are using Social Media

to engage with Brands - and why they won’t take ‘No’ for an answer

• Why your Social Media interactions aren’t working - and how to fix it

• Key mistakes that Brands are making with Social Media service

• Quick wins to generate positive customer experience through Social Media

14.45 - 15.30 Keynote: Vladimir Dimitroff, Senior Consultant Beyond Philosophy Building an customer centric centre • Building a Customer - Centered

Organizations • Turning digital change into profitable

growth • Transforming customer data into market

insight • Creating the next generation of sales

effectiveness • Measuring the return on customer

investment

15.30 - 16.00 Networking Break Tea/Coffees break with Fruits & bakery delights

16.00 - 16.45Joint Presentation by Francois Protopapa & Myriam Woestenfeld, Sunrise Communication AGOmni-channel Strategy for Telco Customer Service - next step digitalization• Sunrise Omni-channel Journey - from

single touchpoint event to Customer Service Journey

• Use Voice of customer to improve our omni-channel customer experience

• How to optimize channel usage (shops, agent, digital, etc.) to meet service cost and loyalty

• Big Data in call center for enhance customer experience and anomaly detection

• Digitalization, the new frontier to provide an innovation service excellence

16.45 - 17.30

Interactive Panel Discussion “All attendees will have an opportunity to get interact directly with the members of the panel to discuss a selection of the most interesting topics addressed during the conference.”

Panel Members: TBA

Topics: • Things You Need….But Don’t Know You

Need…for Your Contact Center • Tips and Tricks for Successful Contact

Center Forecasting and Planning • Best Practices in First Contact

Resolution

17.30 - 18.00 Closing Remarks & Daily Wrap up ‘’what we learned today’’

18.00

Cocktail Reception

All attendees are welcome to join atthe Complimentary cocktail reception.An extended opportunity to networkand benchmark.

DAY 1 9th November 2015 8.45 - 9.00 Registration / Check-in and Morning Coffee and Tea

ECCCI Summit – 9th & 10th November 2015 – Barcelona | Spain

Introduction and GeneralFlow by Chair - Oke Eleazu 9.15 -10.00 Keynote: Oke Eleazu, Managing Director Think Outside In!To have a World Class Contact Centre, you need World Class People!• Super Agents 2020• Colleague capability and training • Right recruitment • Agent Empowerment • Performance appraisal of call centre

agents • Planning and Organizing

10.00 - 10.45 Keynote: Andras Bacsa, Global Director Contact Centre TranscomContact Centres technology trends• Mobile First Focus • Self service • Proactive Customer Services • Focus on Real-time Analytics• he Convenient “CHAT” Option• Customer Experience - Most Important

10.45 - 11.15 Networking Break Tea/Coffees break with Fruits & bakery delights

11.15- 12.00 Keynote : Gerry Cools Wholesale Service & Operations Manager, Belgacom Wholesale – B2B : moving towards Service Management 2.0

Transforming a classical Service Support in a B2B environment towards a more proactive Service Management integrating online services and online management capabilities. • Proactive Service Management• Focus on (proactive) communication &

information• Proactive solution proposal• Integrated 360° view of the Customer• Online support & feedback• Capability for the customer the manage

his account/services.

12.00 - 12.40 Keynote: Matt Smallman, Head of Transformation, Lloyds Bank Next Generation Contact Experiences - 10 tactics and tips for making the case and accelerating delivery • Matt will share his experience from

designing and delivering next generation contact experiences at some of the UK’s largest banks.

• Matt will specifically cover the implementation of voice biometrics as a means of reducing customer effort whilst maintaining appropriate levels of security

12.40 - 13.30 Business Lunch- Stater, Buffet, Drinks & Desserts

13.30 - 14.15 Keynote: Marc Schulz-Bacon, Digital Marketing & Engagement Strategist “The any service, anywhere and anytime dilema”

• Why customers feel their heart rate increase when they think about receiving great customer service.

• The challenges of going digital with customer service touchpoints in the “sharing economy”.

• Still trying customer service on Facebook? Leave it or integrate it as “just another” inbound channel.

• Brand owned communities and how to leverage customer experiences to market service content.

14.15 - 15.15

Roundtable Discussion Sharing Roundtables – delegates will Choose 1 of 5 topics groups. In theseGroups, they will not only discuss thetopic, but will also share best practicethat they have seen in their organisationor witnessed elsewhere. At the end ofthe session we will ask each group tofeedback to the other delegates Audience Size on each table: 4-6. Facilitators: Oke Eleazu, Philip Calvert, Alison Esse and Sandra Matos Topics:• Quality assusrance parameters in

todays’s Call Centres.• Importance of First Call Resolution• Incorporate VOC in Quality Assurance

Process• Modern trends- what you doing in your

contact centres?

15.15 - 15.30 Networking Break: Tea/Coffees break with Fruits & bakery delights

DAY 210th November 2015 8.45 - 9.00 Registration / Check-in and Morning Coffee and Tea

#eccikpmExcellence In Contact Centres

and Customer InteractionRegister NOW!

15.30-17.00 Intensive Workshop for Call Centre Experts How to Create a Social Media Strategy to Win New Customers and Transform them into Loyal Advocates for your Brand

Moderate by Philip Calvert, Social Media Sales and Customer Service Strategist

• How to use Social Media to enrich your Customer Service• Why Social Media is turning our approach to Customer

Service and Engagement on its head• How to find new customers with LinkedIn• How to motivate Customer Service agents to become

Sales Superheroes• Five key mistakes that brands are making on Social Media

which are damaging your Sales potential (and how to fix them)

• How using Social Media can improve staff morale and motivation

• Why ‘people buy people’ and how to factor it into your Social Media sales and customer service proposition

17.00 - 17.15

Closing Remarks & Daily Wrap up by Chair - Oke Eleazu

Early bird discount 20% bef

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30th

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30% corporate discount on

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Vice Presidents, Directors, Heads, Senior Manager, Leaders and Executives from

You should attend this annual opportunity if you are

2190 € 2 Day Conference & Wor

ksho

p

• Contact Centres• Customer Services• Call Centres• Customer Interaction and Customer

Management• Customer Care and Service Quality• Quality Assurance

• Social Media• Voice Solutions• Mobile and eCare• ECapabilities• Digital Experience and Selfcare• Alternative and Cross Sales Channel

Management

ECCCI Summit – 9th & 10th November 2015 – Barcelona | Spain

#eccikpmExcellence In Contact Centres

and Customer Interaction

Two Day Conference & Workshop Excellence in Contact Centre & Customer Interaction 2015

Registration Form/ Sales Contract ECCCI Summit – 9th & 10th November 2015

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