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www.engagecustomer.com@engagecustomer #outsourcesummit

International summit providing insights on

business transformation for customer services

EVENT GUIDE

3OUTSOURCING CUSTOMER SERVICES SUMMIT

INTRODUCTION

his international Outsourcing Summit isaimed at providing advice and insights onhow business transformation for customerservices across all channels can drive

performance and profitability. Delegates will see examples of howoutsourcing customer service functions canand should be done in an increasinglyomnichannel customer environment, where thegrowth of non-voice internet based channels istransforming the contact centre environmentacross the globe.

The Summit offers a mix of world class localand international case studies, expert advicefrom leading independent industry experts,panel sessions and high level networkingopportunities.

The global outsourcing business is certainlyundergoing a radical period of change and alsoimpressive growth as the need fororganisations to become more efficient and cutcosts continues apace. There is also a growingrecognition of the need for a stronger‘partnership’ based relationship between thosethat outsource and the outsource providersthemselves. All this and more will be discussedat today’s event.

As our opening keynote speaker Peter Ryanlead analyst BPO at Ovum says in his exclusivearticle in this event guide the ability to respondappropriately to non-voice interactions hasbeen a major challenge for enterprises, who arestrained with stagnant or shrinking budgets,and have no capacity to bring in newtechnologies and train agents appropriately.

This has provided an opportunity for contactcentre outsourcers to strengthen theirrelationships with existing clients, as well asprovide a point of entry into new prospects asconsumers continue to evolve to non-voicechannels.

Our aim is for delegates to come away armedwith all they need to know in terms of settingout on an outsourcing partnership relationshipor making the most of their currentoutsourcing arrangements.

Have a great day.

Steve Hurst Editorial DirectorEngage Customersteve@engagecustomer.com

4-5Exclusive FeatureA decade of evolution

6-9Event Summary& Agenda

10Sponsors & Partners

A warm welcome to our first Outsourcing CustomerServices Summit. This new event from the EngageCustomer stable is designed for those of you consideringoutsourcing some or all of their customer service andengagement functions and wanting expert help and advicein making a final decision, and equally those of you who arelooking to make the most of your current customer serviceoutsourcing partnerships.

WelcomeContents

T

www.engagecustomer.com@engegecustomer

#outsourcesummit

hat strikes me so much is the extent to whichthings have changed in the outsourcedcontact center space over the past decade.Not only has the entire dynamic of the

industry shifted massively, many of the players thatwere leaders in this space have dissipated, while thecheeky upstarts of 2004 are now frequently the onesthat are driving forward the new agenda.

What hasn’t changed though is the need forenterprises to work with third-party contact centervendors (so as to drive high levels of customersatisfaction at lower costs) , as well as to access asmuch revenue potential from both interactions andanalytics. In 2014 as most western economies moveout of the recessionary period that lingered postglobal financial crisis, these goals are moreimportant than ever.

Offshoring done smarterAt the outset of the 21st century, the concept ofoffshoring contact center work was a fairlystraightforward equation; enterprises mainly in theUK and US would work with outsourcing partnersthat would shift capacity to India (and maybe a bit tothe Philippines in the case of American firms).

The cost was cheap, and generally quality was goodin terms of customer interactions. But thensomething funny happened, in that executives fromboth the vendor and client sides decided thatspending hours on airplanes, dealing with jet lag andbeing unable to catch up on work when theyreturned home were challenges they would prefer to

avoid. The issue was how to maintain a low costcontact center delivery operation, which in WesternEurope, North America and Australia New Zealand isjust not feasible.

Today the contact center offshore landscape looksmarkedly different than it did a decade ago. Not onlyis India very much still a player in offshoring, thePhilippines’ prominence as a delivery location hasincreased massively having earned an excellentreputation for servicing end-users from the US,Canada, the UK, and Australia/New Zealand.

It is now reasonable to assume that calls servicingthe US (and even Spain) could also be handled fromonce-unthinkable countries including Nicaragua,Colombia and Honduras. From a Europeanperspective, the growth in interest for North AfricanFrench, Romanian-supported Italian and Germandelivered out of Turkey has led to a more competitivecontact center nearshore market, benefitting boththe enterprise client and the end consumer.

The virtual agent modelgains traction in 2014Another idea that once may have seemedunreasonable from many contact center observers isthat of customer support services being deliveredexclusively from an agent’s place of residence.Admittedly, at first this business model led somefirms to question data protection provisions, agentsupervision and how to manage cohesion amongteam members that may be distributed across onecity or even an entire country.

Peter Ryan, Lead Analyst -BPO, Ovum and keynotespeaker at the Customer

Service Outsourcing Summitlooks at how the huge

changes of the last decadehave transformed the sector

As I prepare to speak at this Outsourcing Customer ServicesSummit I admit to being caught with a touch of sentimentality.This is because I recall so vividly the first time I participated in oneof these events, which was nearly 10 years ago in New Delhi.

a decadeof evolution

Contact centre outsourcing -

OUTSOURCING CUSTOMER SERVICES SUMMIT4

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However, outsourcers offering work-at-home services have workeddiligently to develop the technologies that deliver robust securitysolutions, workforce monitoring and platforms that provide highquality training and team building. The results are palpable in thatover the past several years this option has gone from the incubationstage to being a full-blown business model that employs over 75,000people 20 hours a week or more globally.

A growing number of enterprises have been pushing theiroutsourcing partners to offer agents that work from home, due to theadvantages that this business model offers, most notably an agentthat tends to be highly educated, more work experience and lesslikely to switch jobs. Combined, this has led to a reputation fordelivery high levels of end-user satisfaction, which is good forenterprises’ profit margins.

Welcome to the world ofOmnichannel outsourcingA decade ago, it would be unthinkable to handle any interaction witha contact center client not using voice. However, things have trulyevolved since then, and today’s consumer shows less willingnessthan ever to use a telephone to resolve customer service issues. Rather, the growth of non-voice internet based channels has becomeextremely pervasive, with end-users choosing to resolve queries viachannels such as email, web-chat, social media and text messaging(a phenomenon that has become even more pronounced with therapid expansion of mobile applications, which provides the chance touse multiple channels from a single device).

The ability to respond appropriately to non-voice interactions hasbeen a major challenge for enterprises, who are strained withstagnant (or in some cases even shrinking) budgets, and have nocapacity to bring in new technologies and train agents appropriately. This has proven to be an ideal way for contact center outsourcers toincrease their relationships with existing clients, as well as a point ofentry into new prospects; and, as consumers continue to evolve tonon-voice channels, Ovum believes that the ideal role for theoutsourcer is not only to deliver service on behalf of their enterpriseclients, but to act as the trusted guide in helping them managethis transition.

Know thy customer… or perishI admit this sub-heading is melodramatic, but for many enterprises, itrings some degree of truth. End-user intelligence is one of the mostimportant commodities for any company, as not only will it help toretain their base of end-users, but it is essential in predicting futureconsumption patterns.

But, for many enterprises with limited resources to invest in analyticstechnology (not to mention the expensive analysts that are needed tooperate these platforms and interpret data points), taking on such adeployments will be a luxury some time away.

This is where enterprises must engage with their contact centerpartners, which are becoming more adept at offering the analyticssolutions that mine, structure and interpret data that is collectedduring interactions handled within the outsourced contact center. Forthe enterprise, this provides customer market intelligence that mayhave been unaffordable to do in-house, and provides the outsourcerwith a diversified, added-value offering that bolsters profitability – awin/win for both sides of the business equation.

2014 – A pivotal year and no room for mistakesEnterprise executives should be excited going into 2014 – theeconomy looks like it is gaining the traction that has been elusivesince 2008, and consumer confidence is improving monthly.However, in order to keep this momentum going at a company level,the ability to handle all matters CRM in a quality and cost effectivefashion will mean the difference between growing the relationshipwith existing end-users and losing them.

By finding reliable and reasonably-priced business models with athird party outsourcing provider, high standards of customer care canbe leveraged, without excessively large outlays of investment. Andby working with a third-party contact center vendor to helpunderstand the evolution of customers, executives can be confidentabout know what and what to sell to their base of consumers in thenear and long terms.

What is clear is that enterprises need to focus on their corecompetencies, and in order to free up mindshare and resources toachieve this, leveraging the assistance of third party outsourcingvendors will be crucial in success.

5OUTSOURCING CUSTOMER SERVICES SUMMIT

EXCLUSIVE FEATURE

OUTSOURCING CUSTOMER SERVICES SUMMIT6

08:00 Registration and Coffee

09:00 WelcomeMike Havard, Summit Chairman, Director, Ember Services

Mike has had 25+ years in customer managementstrategy, operational delivery and leadership roles, withorganisations including BT, TDG, Sitel, CM Insight andVerint. He is currently a director of Ember Services, astrategic customer management consultancy focusedon financial and performance analysis to support

customer operations strategy and investment - helping organisations todetermine ‘what better is’ and being unashamedly financial inperspective. He also sits as Non-Executive Director on the Boards ofother companies in the customer management arena, covering anti-fraud technologies (Semafone) and skills optimisation technologies(Silver Lining) as well as advising the Boards of major outsourcing andhosted platform providers.

He also sits on the CCA Standards Council, where as a foundingmember, he helped establish the Global Standard for Contact Centreswith the CCA. He is an Honorary Life Fellow of the IDM, where he alsoworks as an Executive Board member on the Institute’s journal and ontheir Education Council. In addition to these roles, Mike also sits on theEditorial Board of the Journal of Financial Services Marketing. He hasauthored management textbooks in this area, and has had manythought leading papers published. Mike has been a trusted andinfluential advisor to many government departments in respect ofcustomer management developments and their contribution to nationaleconomic health and effectiveness.

He is also likes to escape and do dangerous things in the mountainsoccasionally.

09:05 Opening Keynote:The Evolution of Customer Service BPO– the path to the futurePeter Ryan, Lead Analyst - BPO, Ovum

The provision of customer service business process outsourcing haschanged significantly over the past decade, and no longer meanscontact center delivery. In this presentation, Lead Analyst - Ovum, PeterRyan will outline the changes in how enterprises and outsourcersinteract with each other, the ongoing shift in business models and howcustomer service BPO is likely to look over the next five to ten years.

Peter leads Ovum’s front office BPO research, havingstarted at Datamonitor, (Ovum’s parent company), in2003. Peter’s areas of research are wide-ranging withinBPO/CRM and include company profiling, offshore &outsourcing, self-service technology & speechsolutions, national & sectoral market

segmentation/sizing, internal & external customer satisfaction,commercial online content analysis, and economic analysis. He haswritten extensively on call centres in EMEA, Eastern Europe, North &South Africa and Canada, as well as on investment in voice applicationsand enterprise software market events.

Peter is a prolific speaker and is well known on the internationalconference circuit. He has presented at industry events inJohannesburg, San Francisco, Sydney, Singapore, New Delhi, Paris,Managua, Prague, Moscow, Cairo, Cape Town, Mexico City, Bogota andBuenos Aires among others. In 2013, he was named as the 18th mostinfluential executive in Nearshore outsourcing by the leading newsportal Nearshore Americas. Prior to joining Ovum and Datamonitor,Peter acquired an in-depth understanding of strategic marketing atGateway Computers, NFO Prognostics and the Bank of Ireland.Peter is fluent in both English and French.

08:00 Registration and Coffee

09:00 WelcomeMike Havard, Summit Chairman, Director, Ember Services

09:05 Opening Keynote: The Evolution of Customer Service BPO – the path to the futurePeter Ryan, Lead Analyst - BPO, Ovum

09:40 Moving from transactional to outcome-based outsourcing: is it right for you?Luke Mills, MD, UK Communications, Media & Technology, Accenture

10:10 NHS Case Study: “Who knows that our Helpline is Outsourced?”Ian Hamerton, Head of Donor Services, NHS Blood & Transplant Authority

10:40 Case Study: ‘A global consumer brand with a substantial European footprint’Stephen West, Director, International Service Delivery Transformation Specialist, K2HAlan Graham, Director and Chief Commercial Officer, Mindpearl

11:10 Coffee

11:30 Are you engaging your customers with social media or just ignoring them?Mark Hillary, Outsourcing specialist, globalisation, author and blogger

12:00 BBC Case Study: Outsourcing is not easyJames Milner, former Head of Contracts & Programmes BBC, Director, Ember PS

12:30 A LatAm Perspective: Can Customer Service be Delivered In - House Today?Rebeca Hassan, Executive Director, Nearshore Executive Alliance

13:00 Lunch

14:00 Shop Direct Case Study: Customer Contact Outsourcing– does the customer matter?Tim Sunley, Outsource Services Director, Shop Direct

14:30 Choosing an outsourcing partner:Martin Leahy, CTO, ABTRANBrian O’Brien, Business Development Lead , ABTRAN

15:00 Rank Interactive Case Study: ‘Experiences of contact centre outsourcing using a homeworking model’Jennifer Kosmalski, Head of Customer Service,

15:30 Coffee

15:50 Future Care: Key challenges of social customer carein 2014Vit Horky, Founder, Future Care Initiative

16:20 Panel Debate Ask the Experts:Ovum, Accenture and Frost & Sullivan

17:00 Chairman's summary followed by drinks and networking

AGENDA

EVENT SUMMARY

7OUTSOURCING CUSTOMER SERVICES SUMMIT

09:40 Moving from transactional to outcome-based outsourcing: is it right for you?Luke Mills, MD, UK Communications, Media & Technology, Accenture

Today’s customer management organisations are facedwith an unprecedented set of challenges: budgetausterity, consumer empowerment, pressure onswitching and churn at record levels, and an ever-evolving and more complex set of channels to manage,in which the call centre still plays a hugely important

role. However, despite all of this change and ways of outsourcing, re-sourcing, offshoring and re-shoring, the good old-fashioned call centreoutsourcing contract has barely changed in twenty years – but thecombination of customer and financial pressure and recentconsolidation in the outsourcing industry has provoked a rethink. Today,COOs and CFOs have a number of different ways of contracting andpaying for call centre outsourcing services – which range from the shortterm transactional options right through to the transformationaloutcome-based approach. These new approaches sound beguiling –but is it really as easy as all that? Or are there even more pitfalls tomanage? Luke Mills, a Managing Director in Accenture’sCommunications, Technology and Media practice, and with abackground in outsourcing, will share his perspective on which of theseoptions could be right for you, based on recent experience of advisingclients who have gone down the outcomes-based approach, as well asthose who chose not to.

Luke works with some of the largest media, entertainment andcommunications companies in the UK. He has a broad range ofexperience outside of management consulting before joining Accenture,and has been able to bring a lot of that operational experience toclients and programmes within Accenture to shape and deliver somesignificant programmes for clients.

Luke joined Accenture as a Senior Manager when he moved back tothe UK in 2010. Prior to that, spent 3 years at TeleTech, launching thebusiness in South Africa and launching/growing the largest customercare outsourcing program deployed into that geography.For 4 yearsprior I was the CEO of a government-funded organization that assisteda number of multinationals as they built and grew BPO operations inSouth Africa.

10:10 NHS Case Study:“Who knows that our Helpline is Outsourced?”Ian Hamerton, Head of Donor Services, NHS Blood & Transplant Authority

“This case study will look at the history of how NHSBlood and Transplant has created a donor Helplinewhich has proven to be essential in the every daycampaign to keep our Hospitals supplied with thecorrect blood at the right time and in sufficient quantity!It will show how an initially sceptical NHSBT fell in love

with Outsourcing.”

Ian created the National Contact Centre as an outsourced entity withTeleperformanced. This is one of the best and most cost effectiveContact Centres in Government

10:40 Case Study: ‘A global consumer brand with a substantial European footprint’Stephen West, Director, International Service Delivery Transformation Specialist, K2HAlan Graham, Director and Chief Commercial Officer, Mindpearl

This case study will be presented by a multilingual support expert thatworked as a consultant for a global consumer brand during theiroutsourcing migration. He will delve into this 4 year outsourcing journeyof developing a resilient multilingual contact centre. Key topics coveredwill include what led this client to outsource, the challenges along theway especially giving the multilingual requirements and the outcomes.Mindpearl is one of the preferred outsource contact centre providers forthis consumer brand who operates globally, including the UK and 8European countries. Today, Mindpearl’s market support for this clientincludes UK, Germany, France, the Netherlands, Belgium, Sweden,Denmark, and Spain. These markets are supported with fluency inEnglish, German, French, Dutch, Swedish, and Spanish fromMindpearl’s centres in Spain, South Africa and Fiji.

Stephen has spent more than 30 years in leadershiproles in the development and delivery of customersupport and customer experience strategies with arange of international organisations including MercuryCommunications, Equifax & CPP. He is a foundingDirector of K2H, a consultancy supporting the contact

centre industry and the management of change in service delivery forinternational organisations.Stephen has a worldwide reputation for hisadvisory work in the contact centre industry. His areas of expertiseencompasses outsourcing multi-lingual support, implementation ofCRM capabilities, analysis, measurement and control, and theimplementation of contact centre technology. Stephen is alsoChairman of Aeriandi. Aeriandi provides Enterprise CRM solutions thatunderpin key transformation projects for leading banks and retailorganisations; together with a PCI DSS compliance toolset.

Alan Graham is a Director and the Chief CommercialOfficer for Mindpearl Group, a global BPO specialistfocusing on international, high quality contact centreoperations in Australia, Fiji, South Africa and Spain.Mindpearl was recently recognised as the ‘OutsourcingContact Centre Provider of the Year 2013’ at the

National Outsourcing Association (NOA) Awards in the UK. Alanoversees the sales and corporate marketing functions for Mindpearlglobally, including the alignment and implementation of a commercialstrategy to drive sustainable growth and market share.

Alan joined Mindpearl in 2003 as Director of Global Sales andMarketing. Prior to joining Mindpearl, Alan held leadership roles inbusiness development and marketing with a range of internationalcompanies including Kodak, Sykes Europe and ClientLogic (now Sitel).Alan's 17 years' experience in call centre outsourcing and BPOtransactions covers the Aviation, Technology, Travel, Retail, Finance,Weight Management and Telecommunications sectors. Alan'soutsourcing experience combined with his strong marketing andbusiness development skills has been the driving force behindMindpearl’s successful diversification into multiple industry sectors andgrowing portfolio of international clients.

11:10 Coffee

AGENDA

11:30 Are you engaging your customers with social mediaor just ignoring them?Mark Hillary, Outsourcing specialist, globalisation authorand blogger

Social media is not just another customer care channel. Your customersare talking about your brand whether you have a social strategy or notand if you are not engaging them then you are ignoring them. In thissession, Mark Hillary will move beyond the argument that you need tobe analysing social channels. He will explore why this is important andhow you can start using social media to really engage with yourcustomers as well as increasing the prominence of your brand.

Mark Hillary is a writer with ten books on technologyand globalisation to his name. He was an officialLondon 2012 blogger, has been twice shortlisted as theUK business blogger of the year, contributes regularly tothe Huffington Post, and has advised the biggestcompanies in the world on how to more effectively

manage their content marketing and customer engagement strategiesusing social media. www.markhillary.com

12:00 BBC Case Study:Outsourcing is not easyJames Milner, former Head of Contracts & Programmes BBC, Director, Ember PS

Outsourcing is not easy. It requires an intelligent client function to get itright and deliver success. James has twenty years of experience aspoacher and gamekeeper and believes outsourcing success can only beachieved through the rigorous application of some best practice techniquesthat he has honed over the years. James will share how he recently leda BBC team to deliver an award winning, ground breaking contract.

As Head of Contracts & Programmes at the BBC, Jamesled this award winning procurement exercise. He hasover 20 years’ experience working on high profilebusiness transformation and outsourcing initiativesacross multiple sectors. Today he advises public sectororganisations on the procurement of complex

outsourced services and their ongoing management

12:30 A LatAm Perspective:Can Customer Service be Delivered In-House Today?Rebeca Hassan, Executive Director, Nearshore Executive Alliance

Latin America has become an increasingly popular destination for thecustomer management services (CMS) BPO industry in recent years,outperforming the global CMS market. Recent contract activity hashighlighted the push for higher complexity, multi/omni channel contractsand as the region continues to mature, nearshored support will replicatethat of Europe with emphasis on higher end delivery models increasinglydriven by the need for improved customer experience as opposed to justcost reduction. 2013 saw a rapid evolution in the customer contactspace, especially with the evolution of call centers into “omni-channel”customer experience experts. Omni-channel skills sets (chat, email, andsocial media) are becoming increasingly important in key sectors liketelecom, BFSI (Banking, Finance, Securities & Insurance), healthcareand consumer goods across Latin America. Social media and other non-voice channels are new and rapidly evolving modes of customer care.Can customer service be delivered in-house today and in the future?Let’s hear your opinion after we explore the most recent trends!

Rebeca helps shape the overall strategic direction of theNearshore Executive Alliance (NEA), the tradeassociation that represents the IT/BPO industry in LatinAmerica. She oversees the implementation of innovativeprograms and activities to aid in the development ofbusiness partnerships for the Nearshore member

organizations. Prior to joining the NEA, Rebeca had over 6 years ofexperience working for BPO and ITO service providers in Latin America.In her last role, she was a project manager for a global onlinetechnology and operations company where she successfullyimplemented several projects for Fortune 500 companies. A FulbrightAlumni, she holds a B.Sc. in Information Technology and a M.Sc. inInformation Management from Syracuse University. She lives inNicaragua and is passionate for practicing outdoors sports and enjoying nature.

13:00 Lunch

14:00 Shop Direct Case Study:Customer Contact Outsourcing – does the customer matter?Tim Sunley, Outsource Services Director, Shop Direct

Why we took the decision at Shop Direct to outsource the vital activity ofdealing with Customer contacts for a business that is focussed onbecoming a World Class Digital Retailer, and how is the journey 18months into the relationship with Serco?

Tim is the Outsource Services Director at Shop Direct.He is responsible for the group’s approach to non-merchandise suppliers. He also owns the delivery of theCustomer Contact services through a contract withSerco and was responsible for initiating this outsourcingexercise and for the shaping of the deal and contract

with Serco. Previously Tim was Production and Process Director,responsible for the Catalogue, Brochure and Web production activitieswithin Shop Direct Group. This included managing the relationship withRR Donnelley who provide Print and pre-media and inbound mailservices to the Group and has overseen the programme to contract forthis service and migrate the delivery of these services from Transactis(a separate Group company).

Prior to joining Shop Direct Group Tim spent almost 20 years in thepublic sector at the Department for Work and Pensions where he: ledthe set up of a welfare reform programme; worked in policy, technologyand operational change projects across various parts of theorganisation. Latterly, Tim was responsible for establishing virtualContact Centre operations in both The Pension Service and JobcentrePlus, including the operational delivery.

14:30 Choosing an outsourcing partner:Martin Leahy, CTO, ABTRANBrian O’Brien, Business Development Lead, ABTRAN

High level overview on choosing an Outsourcing Partner: • What to look for when choosing the partner• Pitfalls to avoid when selecting• View of the whole relationship between customer & outsourcer, howit is about more than SLA’s, its about the partnership

Martin is CTO at ABTRAN, a leading business process outsourcer,specialising in government, transport, finance and health services. Hehas significant understanding of both sides of the outsourcingexperience – before his appointment as technology lead at ABTRAN he

OUTSOURCING CUSTOMER SERVICES SUMMIT8

AGENDA

spent fifteen years in the pharmaceutical industry wherehe built the case for and executed a number of large-scale BPO programs within the United Kingdom, Westernand Eastern Europe, India and Asia. At ABTRAN, Martin’sfocus is on innovating, developing and supporting robustsystems and processes that can readily deliver the

customer experience that ABTRAN’s clients need. He has a degree intheoretical physics and a higher diploma in education from UniversityCollege Dublin as well as a master’s degree in information technologyfrom University College Cork

Bob is Business Development Lead at ABTRAN, aleading business process outsourcer, focussed onGovernment Services, Utilities, Transport, Health andFinancial Services. Bob has extensive BPO experiencefrom a range of engagements across Ireland, the UKand Central & Eastern Europe. At ABTRAN, his focus is

on New Business Development; Working with leaders across targetsectors to match their requirements with ABTRAN’s expertise incustomer experience and create partnership strategies which delivervalue to the client, the client’s customers and ABTRAN.

Prior to joining ABTRAN, Bob co-founded a multilingual Customer Supportbusiness based in Poland. In the role of Sales & Marketing Director, hehad overall responsibility for the commercial development of the business,building the business from initial concept to a multi-site operation,offices in the UK, Ireland and Poland and clients in UK/Ireland, mainlandEurope and North America. Bob has a degree in Commerce and aMaster’s in Strategic Management from University College Cork.

15:00 Rank Interactive Case Study:‘Experiences of contact centre outsourcing using a homeworking model’Jennifer Kosmalski, Head of Customer Service,Rank Interactive

"Experiences of contact centre outsourcing using a homeworkingmodel" What business challenges were Rank facing and how did itbelieve homeworking could address these? Were there barriers tomaking it a success? What benefits has homeworking delivered interms of flexibility, cost, compliance, quality and customer experiences?

Jennifer is an accomplished Head of Contact Centre,with a proven track record of managing major changemost recently for Rank Digital, supporting Mecca Bingoand Grosvenor Casino brands. Proven ability to lead,manage and motivate a strong management team, witha commitment to delivering excellent service within

budget and headcount. Effective communicator at all levels, with therequired skill and knowledge to balance service delivery andoperational requirements, as well as maintaining required compliancestandards within a regulated environment.

Specialties: Performance management, quarterly reviews, continuousimprovement, operational management, communication andimplementation of new initiatives, cost reduction using automation andenhanced efficiences, trend analysis, root cause analysis for serviceimprovement, goal setting, meeting facilitation, recruiting, managementof resource requirements, budget management.

15:30 Coffee

15:50 Future Care:Key challenges of social customer care in 2014Vit Horky, Founder, Future Care Initiative

What are the biggest challenges coming in customer service? FutureCare Initiative, a global invite-only community of senior customer serviceand social media executives from leading companies like IBM, HP, Citi,UPC, and Teleperformance, share its insights on the best in social mediacustomer service.

In 2011, Vit co-founded Brand Embassy when he turned25 due to his frustration with the agency world. BrandEmbassy, a Red Herring awarded social media customercare technology firm, recently launched $1m seed roundand opened up 6 world offices to complement Pragueand London operations.

Vit is a founding member of Future Care Initiative, a global invite-onlycommunity of senior customer service and social media executives whowant to drive innovation in customer service industry. Before BrandEmbassy, Vit at the age of 17, founded his first company InspiroSolutions, a Prague-based digital creative agency. Since then Inspirobecame one of the leading social media agencies in CEE. He diversifiedhis company portfolio by launching Inspiro Creative, a softwaredistribution company, that became a Gold Partner of AVG Technologiesand has served over 10,000 customers since that time.

16:20 Panel Debate

Ask the Experts:Ovum, Accenture and Frost & Sullivan

17:00 Chairman's summary followed by drinks and networking

Mike Havard,SummitChairman,Director, EmberServices

Peter Ryan,Lead Analyst -BPO, Ovum

Luke Mills,MD, UKCommunications,Media &Technology,Accenture

StephenLoynd, GlobalProgramDirector,CustomerContact, Frost& Sullivan

9OUTSOURCING CUSTOMER SERVICES SUMMIT

AGENDA

OUTSOURCING CUSTOMER SERVICES SUMMIT10

SPONSORS

PARTNERS

Mindpearl is a BPO specialist focusing on international, high qualitycontact centre operations. Mindpearl was recently recognised asthe ‘Outsourcing Contact Centre Provider of the Year 2013’ at theNational Outsourcing Association (NOA) Awards in the UK. Withan emphasis on inbound customer support, through multiplecommunication channels encompassing phone, e-mail, web chatand social media, Mindpearl supports global brands in the aviation,leisure, telecommunications, retail and weight managementindustries. Mindpearl have a reputation for ‘spin on a dime’flexibility and will challenge convention, improve your serviceoffering and deliver a superior customer experience. Our successlies in our ability to offer cost effective, tailor made, intimatesolutions focused on innovation, quality, and value-add. With ourhighly skilled, motivated multilingual workforce and our strategicallylocated ‘Follow the Sun’ locations, in Brisbane, Barcelona, CapeTown and Suva, Fiji, we have the know-how, experience andresources to maximise business performance and profitability.

Mindpearl differentiators:• A management team with over 100 years combined contact

centre/customer service experience• A passion for customer service excellence• A reputation for ‘spin on a dime’ flexibility• 24/7 customer service support in English and over 20

other languages

Contact PersonCandace LaubscherE: Candace.laubscher@mindpearl.comT: +27 (0) 21 440 6707T: +27 (0)79 514 7006W: www.mindpearl.com

Interactive Intelligence is a global provider of contact centre, unifiedcommunications, and business process automation software andservices designed to improve the customer experience. Thecompany’s solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services,insurance, outsourcers, collections and utilities. The company’sstandards-based all-in-one communications software suite wasdesigned to eliminate the cost and complexity of multi-pointsystems. Founded in 1994 and backed by more than 5,000customers worldwide, Interactive Intelligence is an experiencedleader in delivering customer value through its on-premise orcloudbased Communications as a Service (CaaS) solutions, both ofwhich include software, hardware, consulting, support, educationand implementation. At Interactive Intelligence, it’s what we do.

Contact PersonJamie SalmonE: Jamie.salmon@inin.comT: 01753 418852

Sensée delivers co/outsourced services using a homeworkingcloud based model that delivers:-• Productivity -85% of Sensée advisor-contracted hours are

accounted for by Talk Time/Wrap• Customer Experience scores exceed other client operations by

an average of 16%• Reduced operating costs eradicating idle hours, wait time and

physical infrastructure• Flexibility enhancements by scheduling multiple intra-day shifts

for stints as shorts as 30 minutes • Widen catchment area, by demographic/age/geography.• 500 fully employed mature experienced part-time resource

dedicated to your brand• 100% real-time visibility control and security.

Sensée manages PCI DSS and FCA-compliant processes forclients including Argos, Aviva, PhotoBox and Rank Interactive.

Contact details:Kelly BainsE: kelly.bains@sensee.co.ukT: 0208 995 5119W: www.sensee.co.uk

Ember is a customer managementconsultancy that knows how tosecure value for its clients. As partof our wider customer managementstrategy and operations consulting,our outsourcing engagementservices will design and cost theoptimum outsourcing model foryou, identify and engage with the

best delivery partner for your organisation and help you witheffective governance or mediation of your partner relations. This isabout enabling you to transform your balance sheet, drive yourcustomer engagement and the resulting P&L performance as wellas effectively managing the business risks of such change.

Contact PersonRob SherwinE: rob.sherwin@emberservices.com M: +44(0) 7765 231023W: www.emberservices.com

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• B2B Customer Engagement• Customer Service• Mobile Customer Engagement• Multichannel Customer Engagement• Social Media Customer Engagement• Voice of the Customer

For Sponsorship opportunitiesplease contact: Nick RustE: nick@engagecustomer.comT: 01932 506500M: 07968 416007

Customer Engagement Sponsors

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For more information please contact: Nick Rustnick@engagecustomer.comT: 01932 506500M: 07968 416007

ForumsCustomer Engagement in the Retail Sector- 24th April

Customer Engagement in Financial Services- 22nd May

Social Customer Engagement- 3rd July

Employee and Customer Engagement- 18th September

Mobile Customer Engagement - 9th October

Customer Engagement in Telcos/Utilities- 23rd October

Webinars

1. Thursday May 1st2. Thursday 8th May3. Thursday 15th May4. Thursday 5th June5. Thursday 19th June6. Thursday 10th July7. Thursday 17th July8. Thursday 24th July9. Thursday 4th September10. Thursday 25th September11. Thursday 6th November12. Thursday 4th December

Customer Engagement Peer Awards May – Finalists published in the Independent

newspaper

June 24, 25 & 26 – Finalist conference

October – Awards Ceremony

CustomerEngagementSummit28th November,Victoria Park Plaza,London

2014 Events

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