he role of contact points has been changing and evolving
during the recent years to address customer expectations.
Apart from a constant access to their service providers by all
the channels, current operational data, prompt reaction and most of
all, a smooth communication, customers also expect assistance that
discovers and anticipates their needs. In order to successfully boost
the significance of the on-line, rather than the off-line contacts, to
identify the growing share of the mobile channel, we need to
redefine the idea of the contact centre, to integrate the social media
with our contact centre platforms and immediately validate our
channel management strategy to get rid of any adverse effects
of the inter-channel competition and to develop a truly
multi-channel organisation.
This fourth edition of our annual Customer Contact Management
Summit will provide a unique opportunity to tackle the most
serious challenges of the traditional and remote customer contact
channels in the Polish market. Do not hesitate to join us!
Paulina Pyc
Anna Chrobot
B4B Communications Manager
tel. +48 22 256 70 35
[email protected]
MORE INFORMATION
ABOUT THE SUMMIT
Paulina Pyc
Project Manager
tel. +48 12 350 54 02
[email protected]
PARTICIPANTS’ PROFILE:
Contact Center, Customer Service
and Sales Directors
Internet, e-Business and
Alternative Sales Channels
Directors
CRM and Customer Relations
Development Directors
Telesales, Telemarketing Directors
and Managers
Others
38%
25%
17%
11%
9%
T
„ I am now convinced that the Customer Contact Management Forum represents a focal point event of this character that all the important market players cannot afford to miss. The Forum also provides inspirations and an exchange of experience between representatives of a number of different sectors, who
still share the same challenges in terms of customer service and contact centre management.” Director of home Service Customer Retention Robert Sambierski Orange Polska
„The Customer Contact Management Forum can be highly recommended to all those looking for inspirations and unconventional solutions to be implemented in their organisations. As the Forum hosts so many companies of so many organisational profiles we are given a unique opportunity to notice how apparently identical sales and customer service processes vary depending on the segment of customers and the sector.”
Head of Customer elation Team Maciej Kowalski
R
Grupa LOTOS
Source: three editions of Customer Contact Management Summit organized by Blue Business Media
Please, join us for the 4th edition of
CUSTOMER CONTACT
MANAGEMENT SUMMIT
The only Polish Forum of practitioners who are in charge
of all the sales and customer contact channels.
During this year edition we will concentrate on integrating
all the channels to develop a fully multi-channel organisation,
capable of confronting our customer expectations.
MORE INFORMATION ABOUT
SPONSORSHIP OPPORTUNITIES
AGENDA- DAY I
17 APRIL 2013, WEDNESDAY
CONTACT CENTER & CUSTOMER SERVICE
Jędrzej Kawecki,
,
Marcin Szóstak, D ,
Director of Customer Service and Assistance for Poland and the Baltic States
Katarzyna Brzozowska, Customer Service Manager EMEA,
Marta Wojewnik, Director of the International Customer Service,
Director of Strategy and Customer Relations
Whirlpool Polska
Sweden
Orange Customer Service Oriflame
DHL Express
15:15
Interactive topic groups – session I
16:45Interactive topic groups – session II
1
2
3
4
11:20 13:40· ROI in customer service – the measurable and the immeasurable elements of the customer service process
· the voice of the customer evaluated – qualitative and quantitative indexes are not enough
· the customer in the centre of our attention – the influence of our organisational culture on the overall success of delivering the market advantage based on the customer voice
· a new service channel – addressing new challenges in customer relations development
· the Orange assistance – case study of the Facebook customer service 12:00
14:20
16:30 Break to transfer to another group
Measuring and achieving positive ROI as regards
to all your efforts in customer service
The Call Centre as the Customer Experience
strategy and the Voice of the Customer strategy
provider
Social media – a new channel, new challenges
Reaching the balance between customer satisfaction
and our profitability, understood as the cost of any of
our actions, from the perspective of the CC employees
satisfaction that additionally affects the overall
efficiency
Alternative methods of motivating your CC agents
– what works in practice
Well-proven methods of working with the outsourced CC
– monitoring, efficiency, costs
Improving the CC reporting
Coaching, monitoring and efficient ways of training your
CC employees
12:40
15:00 Lunch
Coffee break
18:00 The end of day I of the Forum
Przemysław Ćwikła, ,
Tomasz Kowalski, ,
Michał Przybylski, ,
(MULTI)CHANNEL MANAGEMENT
Director of the Direct Sales Department
Director of Electronic and Virtual Products Department
Pante Detsikas, Regional Sales Director,
Director of Customer Service Centre
Ilona Peszko-Biskupska, Head of the Online Sales,
Grupa Ubezpieczeniowa Europa
Bank BGŻ
INVEST-BANK Update Software AG
UPC Polska 11:20
· multi-channel approach as an unavoidable development direction · making your revenue higher than your costs
· can you depress customer satisfaction by acting in the multi-channel manner
· information at the core of any decision and as a tool of developing any business strategy
· using our access to the analytical data to support our customers in their decision-making process to stimulate our endurable customer relations
· how to build strong relationships with your customers in a situation of constant change and unpredictability of the market
· how to cover all essential CRM processes with strong focus on your unique industry expectations
· learn and adapt best practices of using CRM solutions to facilitate the work of the sales team and grow company's performance
· customer segmentation vs. new customer contact channels · are new contact channels capable of strengthening customer loyalty · customer expectation study results – the functions of new and traditional contact
channels
· the potential of the on-line channel
· a multi-channel customer story and sales channels permeating · is the on-line channel our success recipe
12:00
13:40
14:00
14:55
Building the multi-channel strategy from the
scratch – success factors
Electronic banking to boost customer relation
based on the “multichannel strategy”
How to increase your sales and marketing
effectiveness using the best multichannel
solutions
Developing the on-line and the mobile channels
vs. traditional customer contact channels
The on-line channel vs. the multi-channel
customer contact strategy
Lunch 12:40
14:40
15:35
Coffee break
The end of day I of the Forum 9:30 Registration and morning coffee
Coffee break 11:00
PLENARY SESSION
Customer Service in 2020
–
are you ready
· why customer service is so important to your organisation's bottom line · what is the current state of customer service
· what will the future hold
10:00
Andrzej Szczepaniak,Deputy Director for Customer Relations,
Jo Causon, CEO, Bank Zachodni WBK 10:20
Institute of Customer Service UK
Welcoming all the participants and a word of
introduction
AGENDA - DAY II
18 APRIL 2013, THURSDAY
CONTACT CENTER & CUSTOMER SERVICE
Agnieszka Wrońska, , Agnieszka Berczyńska, , Bernard Gołko, , Marcin Gruszecki, , Radosława Pilch,
Director of the Retail Customer Service Centre
Director of the Call Centre Department
Director of the Sales and Electronic Banking Department
Piotr Bruzi, Director of the Contact Centre Sales Department,
Head of Telesales
Director of the Bureau of Customer Teleservice,
PKO Bank Polska
Bank Zachodni WBK
Credit Agricole Bank Credit Agricole Bank
P4
Citi Handlowy
A generation shift – the perspective of the age
management in the Contact Centre
Efficient recruitment methods – where and
how can we find the desired profile candidates
Call Centre in a cloud or a cloud in a call
centre? – a new idea of call centre against
the background of the internet sales
Efficient inbound sales methods
· the coexistence of three generations in one company – opportunities and challenges
· generation Y expansion to the job market – a victory or a sentence for an employer
· a test of strength – is the generation Y going to change our (the X) world
· the desired profile of a call centre employee · testing the competences of a candidate
· recruitment model – an interview or a group recruitment process
· making the call centre more stiff · developing the cloud... all hands will count
· the king is dead, long live the king! – a new definition of Performance Marketing
· can that be profitable
· employing a quality and sales-oriented candidate · which tools are right for efficient sales · motivating
Can we measure CC effectiveness?
If so – what and how should we measure
11:30 12:10 13:50 14:30 15:25 Lunch 12:50 15:10 16:05 Coffee breakThe end of the Forum, certificates
(MULTI)CHANNEL MANAGEMENT
Jacek Staruch, , Piotr Makowski, , Konrad Lassota, , R. Lucjan Sowa, ,Director of the Mass Market Unit
Director of Sales Department Deputy Director of Sales Department
Arkadiusz Cempura, Director of Alternative Sales Channels,
Director of the Cross Sale Bureau
Energa Obsługa i Sprzedaż
FM Bank FM Bank
a
Bank BPH Idea Bank Ukrain
Sales channels and customer contact channels
– setting priorities and achieving the effect of
inter-channel synergy and cost efficiency
Efficient collaboration with partners – investing
in the engagement as a way of boosting the sales
Eliminating disputes between distribution
channel contractors
We are expecting the topic to be confirmed
· selecting sales channels and customer service channels · contacts allocation to channels and migrations · developing sales functionalities
· improving service smoothness · cost efficiency
· diversifying distribution channels/acting multi-channel – nice to have or a must have nowadays
· developing our own network or using the power of our partners – what is the best for your company
· market integrators vs. freelances: who do we count on
· trust building as the most elementary success factor – reaching and maintaining without losing
· “we need to start a new sales channel!” – a real need, a competitive advantage or the ordinary “ctrl c + ctrl v”
· “and these are our new salesmen ...” – communicating the change in your company
· “your customer is my customer now” – the way the change affects sales representatives
· “are there any results yet?” – and many more questions you will need to answer after starting a new channel
11:30 12:10 13:50 14:30 12:50 15:10 Lunch
The end of the Forum, certificates 9:30 Registration and morning coffee
PLENARY SESSION
How to design a multichannel operation using
customer journey mapping
· how to optimally use of the 'voice of the customer’
· developing your multichannel strategy in segmentation, propositions and channelmix
· translating this to plan/do/check/act processes and measurement
10:00
Managing Partner
Mike Hoogveld, ,RedFoxBlue
10:40
Monika Kaczmarek,Director for the Voice of the Customers Solutions, Verint
High service quality and its price according
to the most recent studies
· finding out what your customers really think and analysing the data · obtaining a clear picture of the way our business processes affect customer
satisfaction as well as the final product by our company · providing high quality multichannel services to our customers
1 : 01 1 Coffee break
Jo Causon CEO Bernard Gołko Piotr Bruzi Tomasz Kowalski Agnieszka Berczyńska Radosława Pilch Agnieszka Wrońska
Director of Sales and Electronic Banking Department
Director of Contact Centre Sales Department
Director of Electronic and Virtual Products Department
Director of Call Centre Department
Director of the Bureau of Customer Teleservice
Director of the Retail Customer Service Centre
Marcin Szóstak
Director of Strategy and Customer Relations
Institute of Customer Service (UK)
Credit Agricole Bank Polska
Credit Agricole Bank Polska
Bank BGŻ
Bank Zachodni WBK
Citi Handlowy
PKO Bank Polski Orange Customer Service
Together with members of the Institute of Customer Service has worked out efficient ways of boosting the ROI in customer service quality.
E-commerce expert, performance marketing and process optimisation expert. A panellist and a speaker at both Polish and international conferences dealing with modern marketing techniques.
An active participant to the Contact Centre Forum by the Polish Banks Association, passionate about team manage ment and a constant optimisation of sales processes.
Since 2004 in charge of electronic channels at the BG SA Bank. He deals mainly with practical capabilities behind technologies to meet customer needs as well as the implementation of business projects.
Her business knowledge combined with the right teleinfrastructure allowed her to develop the Call Centre unit from the scratch for Raiffeisen Bank International, to serve customers from various countries.
. In the retail banking system and working for the Bank Handlowy for 12 years. She has got experience in projects which aimed at smoothing processes, customer retention processes development, sales-oriented implementations in customer service in Poland, the US, Asia and Europe.
The Contact Centre she manages has ranked as the best quality customer service centre three times among bank hotlines and e-mail contact channels, according to the ARC Rynek i Opinia.
-Ż In the Orange group since 2002. Between 2007 and 2008 has been responsible for the Orange/FT Customer Experience strategy at the FT Group Main Office in Paris.
Mike Hoogveld Managing Partner Monika Kaczmarek Marta Wojewnik Konrad Lassota Piotr Makowski Jacek Staruch Ilona Peszko-Biskupska Arkadiusz R. Cempura Director for the Voice of the Customers Solutions
Director of the International Customer Service
Deputy Director of Sales Department
Director of Sales Department
Director of the Mass Market Unit
Head of the Online Sales
Director of Alternative Sales Channels
RedFoxBlue
Verint
DHL EXPRESS
FM Bank
FM Bank
ENERGA Obsługa i Sprzedaż
UPC Polska
Idea Bank Ukraina
A teacher, a consultant, the author of the best seller “Cross Channel Excellence” – a handbook with a practical, 8-step plan of a multi-channel action approach towards designing, developing, implementing, managing and a constant mastering.
Being Director for analytical solutions, such as Speech Analytics, Text Analytics and Customer Feedback, she provides business consulting while implementing these solutions in Northern and Central Europe and the Benelux countries.
She has undoubtful professional competence in the implementation of structural and process changes as well as in stimulating the engagement by the mass consciousness development.
Sales manager with much experience. He got his practical knowledge of the financial sector by working for Citibank Handlowy and Eurobank S.A. Between 2009 and 2011 a Board Member at Paged Meble S.A, in charge of the Sales Department.
He has a profound experience in the strategic management of sales, as the Regional Director at AIG Bank Polska and Raiffeisen Bank, among others, where he managed a mobile sales network for small and medium-sized enterprises.
For 4 years in charge of the mass customer service, including the Call Centre area. He has developed a modern sales and service organisation for RM, simultaneously developing the remote customer service sector: Call Centre, e-BOK.
She believes that “It must be Online!” For 2 years in charge of the development of an Online team and this channel sales at UPC to take the maximum advantage of both the channel and the market. The UPC Online channel has tripled over that time.
In the electronic banking and internet sales for 7 years. He has been using his experience while developing customer sales and service tasks in electronic channels in Ukraine.
Lucjan Sowa
Andrzej Szczepaniak
Przemysław Ćwikła
Katarzyna Brzozowska
Customer Service Manager EMEA
Marcin Gruszecki
Pante Detsikas Regional Sales Director
Michał Przybylski
Director of the Cross Sale Bureau
Deputy Director for Customer Relations
Director of the Direct Sales Department
Head of Telesales
Director of Customer Service Centre Jędrzej Kawecki ACMA, CGMA Director of Customer Service and Assistance for Poland and the Baltic States
Bank BPH
Bank Zachodni WBK
Grupa Ubezpieczeniowa Europa
Oriflame Sweden
P4
Update Software AG
INVEST-BANK Whirlpool Polska
He has been using his international production and service centre experience to successfully implement price strategy in the cash loans area at GE Money Bank/Bank BPH.
In the Contact Centre sector for 15 years as an expert and a specialist in terms of HR management of Contact Centre units. A certified business coach specialising in soft skills trainings, the president of the “Communication4U” foundation.
Widely competent in e-commerce thanks to much professional time spent in financial organisations. He has been in charge of the direct strategy and the customer loyalty development at the property insurance company.
He has had considerable achievements in generating sales income growth for international stock exchange companies, such as Siemens or Deutsche Telekom, as well as for medium-sized enterprises and consulting companies.
He has been responsible for the functioning of the Quality Management System at INVEST-BANK S.A., heading the Key Processes Mastering Group at the Service Quality Committee at the Polish Banks Association.
She specializes in persuading holistic perspective in managing, defining customer service as a combination of the concept of sciences and arts. Katarzyna encourages to design the processes that create emotions of employees and customers. At her work she combines precision and passion, providing measurable business results.
For more than four years he has been managing telephone sales channel very successfully. Optimization activities conducted continuously allowed him to achieve an appreciable part of this channel in total sales. A simple financial adviser for special assignments, expert in the managerial information use for the proper enterprise management. A graduate of the London Chartered Institute of Management Accountants (CIMA) and the Warsaw School of Economics.
SPEAKERS
14-15 kwietnia 2011
Hotel
Qubus
ul. Nadwiślańska 6, Kraków
YES
,
I want to register for IV Customer Contact Management Summit
I choose to participate in the following thematic groups:
Term: 17-18 April 2013
Price: 2995 PLN + 23% VAT – before 1st March 2013
Price: 3495 PLN + 23% VAT – after 1st March 2013
Price: 3995 PLN + 23% VAT – after 29th March 2013
Alternative methods of motivating your CC agents – what works in practice
Well-proven methods of working with the outsourced CC – monitoring,
efficiency, costs
Improving the CC reporting
Coaching, monitoring and efficient ways of training your CC employees
I choose to participate in the following session:
Contact Center&Customer Service
(Multi)Channel Management
17-18 April 2013
Courtyard by Marriott Hotel
Zwirki and Wigury 1 Street
Warsaw
IV
Customer Contact
Management Summit
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