2014_may_ excellence in contact centres & customer interaction summit istanbul

ECCCI Summit 14th– 16th May 2014, Istanbul, Turkey

PreConference Workshop & 2 Days Conferencewww.kp-morgan.com / [email protected]

Speakers Include:

Ludo SwinnenSales & Distribution Raiffeisen Bank International AG

Pavel SUBRTInternational OperationsStrategy & GovernanceRaiffeisen Bank International AG

Gerry CoolsSales Strategy & Development Manager Belgacom

Melih OzgulSix Sigma Manager TeliaSonera Eurasia

Wafaa HomoudiDirector Customer Care at Zain Sudan, Zain Telecom

Francesco Rosato Global Director Multichannel, Contact Centres & Business Innovation. Unicredit

Vildan Cal OzelDirector, International Business Development, Turkcell Global Bilgi

Morris PentelChairman, Customer Experience Foundation

Bujar AbdulaiGroup Director Customer Service Telekom Austria Group

Dean Muhoberac, Head of Customer Relationship Management Group at Erste Bank

Oleg ZeldinCEO & VP National Association of Contact Centres Apex Berg Contact Centre, Russia

Michael CooperGroup Director Customer Services, Zain telecom

Ela BanuHead of Customer Care and Services, Product Management & Customer SupportING Bank

Acelya AykurtSenior Process ManagerDenizBank

Merve KardasHead of Cross Channel Coordination & PerformanceYapi Kredi Bank

Excellence in Contact Centres & Customer Interaction Summit

14th – 16th May 2014, Istanbul, Turkey

GOLD SPONSORSilver Sponsor Be the first to place your logo here

Chairman: Morris Pentel, Customer Experience Foundation



Excellence in Contact Centres & Customer Interaction Summit14th – 16th May 2014 Istanbul, Turkey

Topics at a Glance:

• Key trends in Customer Management & Contact Centres• IVR & visual IVR and how to save money and improve Customer Experience• Customer feedback surveys• Video Call Centre• 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• 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• CRM, sales & marketing• Big Data in your Call Centre - How it saves cost and how to manage it effectively?• Use Voice of customer to improve your Customer Experience and save money• 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

Contact centre strategy for 2015• This workshop is designed to look at the following ways to reduce costs and increase the

value of your customer relationships:• How does Multi-channel and on the channel operation form a vital part of your strategy?• How do you understand and respond to customer emotion?• How do you work with social media?• Understanding best practice in customer journey mapping?• Case studies in the use of social media and changing technology opportunities.• Are you really measuring the right things? A look at the latest Best practice in Customer

Insights.• What is the next generation of contact centre and how does it effect me?

You should not miss this annual opportunity if you are – Vice Presidents, Directors, Heads, Senior Manager, Leaders and Executives from

Contact Centres, Customer Services, Call Centres, CEM, 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.

“An empowered organisation is one in which individuals have the knowledge, skills, desire and opportunity to personally succeed in a way that leads collective organisational success .”

Workshop – 14 May, 2014, 14.00- 17.00

Got a question?

Email: [email protected]: +35 314 378 595 Web: www.kp-morgan.com

This provides a series of best practice case studies as well as practical tips and hints on ways in which you can reduce your operational cost and increase the value of your customer relationships. It provides tools that you can use within your organisation to help find shooting your operation. Your course leader Morris Pentel is widely acknowledged to be one of the leading designers contact strategy in the world.



8:45hrs Registration / Check in with tea and coffee

9:00 hrs Opening Remarks by Chairman

Session I 9:15hrsKey Note: ‘’Future of Contact Centres, where you will be in 3 years and how you do get there!’’Morris Pentel, Founder and Chairman• Customer Experience Foundation

Session II 10:00hrs“Cost Excellence and Sales Power - The perfect marriage”Ludo Swinnen, Sales & DistributionsPavel Subrt, International Operations Strategy & Governance Raiffeisen Bank International AG • The danger of blind cost-cutting • The hidden sales potential of a Contact Centre • The ways to reach cost excellence • The P&L as the watchdog for sustainable potential development

10:45hrs Networking Tea & Coffee with Continental Breakfast

Session III 11:15hrsKey Note: “Driving an effective Customer Experience Using Six Sigma”Melih Ozgul , TeliaSonera Eurasia, Six Sigma Manager• How to use six sigma to ensure service levels are kept • How to find drivers for Customer Experience outcome

metrics e.g. NPS, Churn • How uncovered insights are turned into improvement

actions using continuous improvement loops.

Special Feature 12:30hrsReal Life Case Studies presented by Top Experts and Dedicated Contact Centre Professionals.• All attendees are welcome to join the Q & A session afterwards

and a debate moderated by the Chairman of conference.• Please write us to add any interesting topic in this session , you

think should be discussed.

13:00hrs Complimentary Lunch

Session IV 13:45hrsKey Note: “Challenges & new trends in Call Centre industry”Ela Banu, Head of Customer Care and Services, ProductManagement & Customer Support, ING Bank• New Trends- Voice Biometrics, Actions based on CES surveys,

Multi – channel contacts , Self Service, Going online• Challenges- Handle peaks through outsourced calls, Processes

with focus on CES.

Session V 14:30hrsKey Note: ‘’Building The Customer Centric Contact Centre’’ Wafaa Homoudi, Director Customer Care, Zain Telecom• Customer Centric Contact Centres• Customers Centric KPIs• Customer Experience Value

15:15hrs Networking Tea & Coffee

Session VI 15:45hrsKey Note: “Can we bring the future back to the past?” Francesco Rosato, First Vice President Global Multichannel &Business Innovation, Unicredit Group Spa• Banking in a fast world• The dimensions of banking business in a virtual environment• Which strategy to make banking business in the future

Session VII 16:30hrs“Keeping the right balance” Gerry Cools , Senior Sales strategy & Development ManagerBelgacom• Managing Customer Experience• Sales in Contact Centres• Positioning of Contact Centres & Cross Channel approach• Cost Control

Special Feature 17:15hrsReal Life Case Studies presented by Top Experts and DedicatedContact Centre Professionals.All attendees are welcome to join the Q & A session afterwardsand a debate moderated by the Chairman of conference.

17:45hrs Cocktail ReceptionAll attendees are welcome to join at the complimentary cocktail reception. An extended opportunity to network and benchmark.

DAY 1 15th May, 2014



8:45hrs Registration / Check in with tea and coffee

9:00 hrs Opening Remarks by Chairman

Session VIII 9:15hrsOnline Social Media Dashboard - Trend update + Customer Insights & Current Development Bujar Abdulai, Group Director Customer Care, Austrian Telecom• How social media will drive Customer Experience into 2014• Go digital - Implementation of new communication ways to

customer, next generation customer services• Customer Services, new marketing in the era of the social

customer• Influence and control Customer Experience through Social Media

Session IX 10:00hrsKey Note: “Surprising and Delighting Effects in CustomerExperience” Vildan Cal Ozel, Director International Business DevelopmentTurkcell, Global Bilgi• Commitment to the Customer• Flexing Your Voice• Technologies that will help you.

10:45hrs Networking Tea & Coffee with Continental

Session X 11:15hrsKey Note: “To From Multi-channel Omni-channel - the future ofretail banking and Telco services”Dean Muhoberac, Head of Customer Relationship ManagementGroup at Erste Bank• How is omni-channel different from Multi-channel• Challenges implementing Omni-channel• How can technology enable Omni-channel

Special Feature 12:30hrsReal Life Case Studies presented by Top Experts and DedicatedContact Centre Professionals.• All attendees are welcome to join the Q & A session afterwards

and a debate moderated by the Chairman of conference.• Please write us to add any interesting topic in this session, you

think should be discussed.

• Suggested topics are- - Learn from dis-satisfied customers - Can web chats replace phone calls?? - Call Centre Technologies - Big Data in your Call Centre - How it saves cost and how to manage it effectively?

13:00hrs Complimentary Lunch

Session XI 14:00hrsKey Note: “Quality Assurance’’Oleg Zeldin, CEO & VP National Association of Contact CentresApex Berg Contact Centre Consulting• Best tips for call quality monitoring• Service Quality monitoring,• Quality of service and information via alternative channels

Session XII 14:45hrsKey Note: “Service to Sales-Contact Centre approach’’Merve KardasHead of Cross Channel Management & PerformanceAlternative Distribution Channels

15:30hrs Networking Tea & Coffee

Session XIII 16:00hrsPro-Active Contact Centre• What is pro-active manner – difference from re-active services • Fundamentals of pro-active contact centreCase study: DenizBank Pro-Active Contact Centre Acelya Aykurt, Senior Process Manager, DenizBank

Special Feature 16:45hrsOpen round table discussion

Special Feature 17:15hrsClosing remarks by the Chairman

17:45hrs Cocktail ReceptionAll attendees are welcome to join at the complimentary cocktail reception.

DAY 2 16th May, 2014



Overview

A Contact Centre (also referred to as a customer interaction centre or e-contact centre) is a central point in an enterprise from which all customer contacts are managed. It typically includes one or more online Call Centres but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site enquiries, Web Chats and the collection of information from customers during in-store purchasing.

A Contact Centre is generally part of an Enterprise’s overall Customer Relationship Management (CRM) and is typically a modern Unified Communications Solution with specialised software that enables contact information to be routed to appropriate resources, contacts to be tracked and full customer interaction history to be gathered and managed. A Contact Centre is considered to be an important element in Multi-channel marketing.

KP Morgan Group

is Presenting Excellence In Contact Centres & Customer Interaction Summit where all Contact Centres & Customer Care experts/leaders from industry will come together under one roof to discuss and solve the greatest challages of Contact Centre industry. This conference will help build your team, providing a forum for team members to discuss tools, technologies, and processes and how you can might apply them in your company to improve your information products, workflow, and processes.

10 Real Life Case Studies designed by Call Centre Gurus and best Practitioner of Contact Centre on subjects like-

• How to reduce the cost of your call Centre?

• Can web chats replace phone calls?

• Using Twitter & Facebook as Customer Care channel.

• Call Centre Technologies

• Workforce management

• Learn from dis-satisfied customers

• Future of Contact Centres

• E Commerce Call Centre Sales and Customer Services.

Conference Benefits:

• Key Note Presentations

• Networking/ Benchmarking Benefits

• Teambuilding ( majority of companies are sending large groups)

• Session Contents

• Best Practices

• Training

• Vendor Contact

• Current Technologies

• Future Processes Explorations

• Real Life Case Studies

• Opportunity to meet top expert and decision makers from telecom and banking industry under one roof

• One to One Meeting / Group Discussions/ Q & A sessions

Venue Istanbul

A rewarding opportunity to visit Istanbul, Turkey.Istanbul is the largest city in Turkey, constituting the country’s economic, cultural, and historical heart. With a population of 13.9 million, the city forms one of the largest urban agglomerations in Europe and is the second-largest city in the world by population within city limits. Istanbul, 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 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.Istanbul is also the financial capital on Turkey and hub of all industries.

2014_may_ excellence in contact centres & customer interaction summit istanbul

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