PROGRAMME: Innovative Contact Centre Strategies: Successful delivery in a Multi-Channel Environment |
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Day 1 |
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08:30 - 09:30
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| Registration |
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09:30 - 09:45
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| Welcome from Chair and Host |
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09:45 - 10:30
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| Keynote: Creating a Culture for Commercial and people success |
- Driving maximum Employee engagement
- Delivering stretching financial goals
- Improving productivity and efficiency
- Generating an award winning model at the heart of the business
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| Rob Hawthorn - Customer Service Director, Barclays Commercial Bank |
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10:30 - 11:15
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| People Quality & Productivity – Values at British Gas – Take Pride in What we Do – Wear our Customers Shoes – Keep it Simple – Keep our Promises |
- Selection and Recruitment – quality starts here! New Recruitment process based on company values and behaviours. Personality profiles carried through into training and on-going development.
- Operational Management Ownership – run team like own business and be accountable!
- Front line career path – 3 levels. Rewarded for great customer service!
- Career and development plan for middle management.
- New customer service metrics – are our customers happy and loyal?
- People Strategy – our people are our business
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| Beverley Rowney - Head of Service Support, British Gas |
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11:15 - 11:30
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| Coffee Break |
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11:30 - 12:15
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| Interactive Session: Creating a Vision for a New Call Centre Culture |
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12:15 - 13:00
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| Increasing innovation and staff engagement on a "no cost" budget |
- Strategy planning for the young at heart
- Simple, low cost staff incentives that boost morale
- Catapulting your ideas into reality whilst energising your staff
- How to hear what your staff aren’t telling you
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| Simon Pollock - Head of Customer Experience, Surrey County Council |
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13:00 - 13:45
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| Lunch |
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13:45 - 14:30
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| The Potential of Voice Analytics |
- What drives business decisions today?
- How can you improve operational efficiency, retain loyal customers and drive sales?
- The answers are hidden in your customer interactions...
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| Ofer Mosseri - Director of Product Marketing, NICE Systems EMEA |
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14:30 - 15:15
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| Contact Centres at Breaking Point: What happens when demand for customer service exceeds supply? |
- The growing threats of staff attrition and shrinking labour pools
- The role of automation and self-service in the contact centre of the future
- Enabling the super-agent: making the most of what you’ve got
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| Steve Morrell - Principal Analyst, ContactBabel |
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15:15 - 15:30
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| Coffee Break |
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15:30 - 16:15
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| Interactive Session: Creating a route map - Selecting strategies and approaches |
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16:15 - 17:00
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| Creating the customer centric contact centre |
- Listening to the voice of your customer and creating the right customer experience.
- Identifying and developing agent potential to deliver the customer experience.
- Connecting the right agent to the right customer at the right time
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| Shaun Hewitt - Consultant, Business Operations, Convergys EMEA |
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| Andrew Hall - Director Financial Services EMEA, Convergys EMEA |
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17:00 - 17:30
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| Q&A session with panel |
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17:30
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| Closing comments from the Chair |
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18:00
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| Drinks reception |
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Day 2 |
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09:15 - 09:30
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| Overnight Thoughts |
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09:30 - 10:15
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| Keynote: "Listen, Act & Grow"... Creating a Customer Culture |
- The Challenge – Core Growth
- Evolution of GE Change initiatives…& where GE is going next.
- NPS(Net Promoter Score)…a customer measure valued by CEOs driving product positioning/process & change.
- Lean…why lean is not just about process improvement. Why should you improve waist?
- Leadership…why fight uphill when you can fight down hill.
- Building an operating Rhythm…measures & impact focused.
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| Simon Smith - Director - Commercial Development EMEA, GE Money |
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10:15 - 10:45
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| Can technology help achieve the Holy Trinity; higher productivity, a better customer experience and happier staff? – A case study |
- A look at the highs and lows of a project to overcome the limitations of legacy systems.
- Many businesses face the challenge of multiple legacy systems.
- This initiative aimed to unify the systems that the customer service representatives use.
- The objective was to improve the overall productivity whilst easing the life of both the customer and the CSR.
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| Jez Smith - Program Director, Capita |
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10:45 - 11:15
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| Success through focus on and investment in our people |
- People – building capabilities
- Customer – Putting the customer at the heart of everything we do – a success
- Productivity – moving strategy into practical reality
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| Kathleen Silvestro - Contact Centre Manager, HM Revenue & Customs |
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11:15 - 11:30
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| Coffee Break |
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11:30 - 12:45
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| Interactive Session: Sustainment of change |
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12:45 - 13:30
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| Lunch |
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13:30 - 14:15
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| Six Sigma vs. Lean |
- Customer overview of six sigma and lean
- Whether you should care or NOT
- And when you should use them or NOT
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| Alan Young - Member of PA Consulting Group's Management Group, PA Consulting Group |
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| Neil Loney - Consultant, Business Transformation Group, PA Consulting |
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15:45
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| Summary & Closing comments from the Chair |
- Interactive sessions are designed to help delegates share their thinking around the challenges they are facing and more importantly discuss the benefits and difficulties faced in implementation of new strategies and technologies.
- Nicola will bring experiences drawn from the lean transformation of Unipart’s own call centres (UTL) and those of clients
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| Nicola Scott - Senior Managing Consultant, Unipart Expert Services |
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© The Focus Group Ltd. 2006 | Tel: +44 (0)1993 844 466 | Fax: +44 (0)1993 843 294 | info@thefocusgroup.org.uk
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