Summit

09:45

Where numbers meet people – Using analysis to drive the business
Professional Planning Forum

Using speech analytics to drive customer experience and business benefits
Speech Analytics is at last delivering major, proven benefits for the customer experience – and for the business. So why aren’t we all using it in this way? And are we asking ourselves the right questions? Discover the innovative ways that recent advances in technology and expertise are driving performance. Discuss the critical issues for gaining stakeholder support and successful implementation. Join this best practice clinic to find out what others are doing and to identify, for your own business, which ideas and solutions could suit and how to achieve results successfully.

Measures and targets that are proven to drive the right operational performance
Our research shows that most contact centres are using the same ‘legacy’ KPIs. Yet some centres that have redesigned targets – often focussing on direct customer feedback – are achieving significantly better results. How many KPIs do we really need? How do they align with what the business is trying to achieve? Do the targets for our people directly correlate with customer feedback metrics? Join this best practice clinic to learn from the latest developments and gain insights that will help you set targets that support delivery of your business goals.

Customer Service “wow” or reduced Customer Effort – Which strategy is right for you?
Paul Weald, Strategy Director - Customer Innovations, ProtoCall One

There are now two different schools of thoughts about what makes customers become loyal to an organisation – either try and “delight” them at every opportunity, or alternatively “do the basics brilliantly”. The Harvard Business Review promotion of the Customer Contact Council’s Customer Effort approach is making us all think again about the cost of providing ‘customer delight’ and whether that is what really matters to consumers.

Using real world customer examples across different forms of contact media, Paul will illustrate what these different strategies mean in terms of how they are delivered through a contact strategy.  You can then decide what is best for your own organisation.

Networking buffet lunch – Past, Present and Future Members

Call Centre to the rescue: Helping to unite the siloed organisation
Vanessa Clark, Customer Service Expert, Ernst & Young

Call centres can often feel the brunt of organisations which work in silos. When marketing forget to tell them about that campaign that went live yesterday, when operations fail to mention the supplier problems they are facing, etc.  As a result call centres frequently become the victim of actions initiated, visible or managed in another part of the organisation.

Vanessa Clark, Customer Service expert with Ernst & Young, a leading provider of Customer Service consulting solutions, will share their insight on how call centres are managing to move from re-actively solving problems caused by a siloed organisation, to identifying ways to pro-actively break down organisational silos to prevent problems from re-occurring in the future.

In this exclusive session Vanessa will explore:

• The challenges facing today’s call centre in a siloed organisation
• Ways call centres are ‘fixing’ the problems caused by a siloed organisation
• How leading call centres are using their unique position to help break permanently down an organisation’s silos

Professional Planning Forum Afternoon Clinics

Flexibility – Delivering for the business, employee and the customer
How do we challenge legacy contracts and processes to drive improvement for the business and the employee? Clear evidence now demonstrates that matching working patterns to different lifestyle needs and offering employee choice drives improvement in absence, attrition and motivation. At the same time discover how innovative approaches to scheduling, part time working and time-banking drive measurable schedule efficiency and markedly improve performance at peak times. Join this clinic to explore how the Planning Forum’s new Flexibility Toolkit could help your business and understand the latest benchmark survey results.

Homeworking – Understand how this could work for you
Homeworking is a specific form of flexibility that has driven fantastic benefits for pioneers in UK. Join this clinic to meet with people who have made it work and gain insight into how this could work for you. How have security issues been overcome? How do you manage and motive people differently? Understand the pros and cons of different operating models and how to engage the key stakeholders.

Maximising outbound performance – Through the data rather than the dialler
A critical consequence of the new Ofcom regulations, which took effect this year, is that we need to find other ways to maximise performance, rather than rely on dialler efficiencies to meet campaign targets. Learn from recent case studies that have improved outbound results by 30% -40%. Discover how to collect and apply data to optimise campaign results. Join this clinic to meet colleagues from other outbound operations and gain insight on planning effectively for outbound operations.

09:45

A focus on the public sector
Professional Planning Forum

The 101 experience: Reducing customer effort in the public sector
With intense pressure to do more with less in the public sector, these round-table clinics are your chance to learn from early experience in introducing the 101 national non-emergency number. Gain insight into the benefits and the main obstacles that need to be overcome. Gain insight into best practice in reducing customer effort and avoidable contact in public services. While of vital importance to the public sector, these groups are also open to the private sector – where there is now increasing focus on breaking functional silos and measuring customer effort.

Networking buffet lunch – European Call Centre of the Year Award Winners and Top 50 Past, Present and Future Members

Secrets of their success
Claudia Hathway interviews the 2011 European Call Centre of the Year Awards winners & Top 50 programme best performers

In this lively interactive panel session, Editorial Director Claudia Hathway will be interviewing our panel of winners at the previous evening’s 2011 European Call Centre of the Year Awards, as well as some of the best performing Top 50 members to learn the secrets of their success. This is your ideal opportunity to quiz those organisations that are at the top of their game in creating great places to work as well as providing outstanding service to their customers. 

Two strategic and thought-provoking discussions with industry leaders
Professional Planning Forum

Customer Quality Management – The next generation
How can the next generation of customer quality management support the changing needs of customers? As social media fundamentally changes the nature of customer expectations, along with the breadth of information available on the internet, what do we as businesses need to do to raise our game and play by the new rules? How can we move quality management to be customer focussed? And really empower front-line teams to be champions of reducing customer effort? Join senior industry influencers to discuss the emerging trends of Customer Quality 3.0 and chart out the next steps that would genuinely transform your operation.

Enterprise-wide optimisation – Planning back office, retail & field
No longer are customer service or sales operations just about delivery. Recent award winners have demonstrated the power of creating customer focus and breaking down silos in the back office, field and branch operations. Learn how call centre disciplines apply to other departments. Discuss how new targets and reports integrate business decision making. Discover what happens to profit when resource constraints and revenue blockages are viewed enterprise-wide. Join other operations and planning managers to see where call centre disciplines are delivering better and more streamlined end-to-end service and discuss how this could work in your organisation.

Hey! There's a Person in There!
"The Self Organising Contact Centre" - Don Peppers
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The Networked Expert
Enhancing Service in an Age of Advice Seeking - Dr Nicola J Millard
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An Insiders View from Across the Pond
Brad Cleveland
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A Glimpse into the Future
Creating a Step Change in Performance - Paul Smedley & Nick Lane
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