Call to Excellence Forum 2015
- 1. conferences OurInnovationmakesusfirst, ourQualitymakesuslast. Scott Adams There have never been more ways to connect with customers. Customer service will be the next most competitive battleground in the enterprise and the most powerful weapon is the ability to provide a consistent, high-quality and branded customer experience. The best customer experience relies on syncronising channels as well as blending innovative technologies and personalised content. Melbourne, Australia 18th & 19th May 2015 Key Benefits of Attending this Conference: Indentifying and bridging the gap across multiple contact channels to deliver consistent service and smooth migration between channels Right-shoring your contact centre locations according to customers needs to increase productivity whilst reducing costs Developing successful customer journey maps to enhance the understanding of customer behaviour Improving customer satisfaction and loyalty through more personalised service and empathetic services Delivering innovative customer experience with more intelligent and integrated technologies Promoting self-services by empowering customers and simplifying access to cohesive information Streamlining processes and prioritising workload in your contact centre to increase staff work efficiency and productivity Testimonials from Last Event: A wide range of speakers background. QBE Insurance Good quality of speakers. RMIT University Breadth of experience demonstrated by the speakers with relevant practical examples and related benefits. BOC Variety of experts sharing knowledge, expertise and passion for this industry. Shine Lawyers Great event, I enjoyed the diversity of speakers and topics Origin Energy Great two days and excellent presenters. NAB W Featuring Practical Workshop on: Capturing agents and customers emotions through Emotional Intelligence (EI) to deliver more engaging customer services Unraveling the secret to improve your touchpoints and gain in-depth understanding of your customers: Customers journey mapping Call to Excellence 2015 Transforming towards an intelligent and productive contact centre to deliver proactive service and personalised customer experience across multichannel operations Rob Siefker Director of Customer Loyalty Zappos USA Susannah Le Bron Senior Manager Ground Services Support Etihad Airways Derek Finch SA Committee Chairman Auscontact Association Ronnie Murray TBC Acting Director Smart Service Queensland QLD Committee Chairman Auscontact Association 2014 Auscontact Award Multi / Virtual Centre Category winner Contact Centre of the Year of the Year Ashley Keleher Director, Client Services Monash University Marcus Marchant Director of Digital Onboarding Optus Hamish Reid General Manager Customer and Business Futures South East Water Amrita Bhattacharyya Head of Customer Strategy Metro Trains Melbourne Craig Spence Sales Centre Manager, Direct Distribution QBE Insurance Nathan Peters General Manager, Customer Service Centre Telstra 2014 CSIA Australian Service Excellence Awards State winner Service Excellence in a Contact Cantre 2013 CSIA Australian Service Excellence Awards National winner Service Excellence in a Contact Cantre 2012 CSIA Australian Service Excellence Awards National winner Contact Centre Manager of the Year Danielle Grehan Customer Relations Manager Origin Energy Board member of The Society of Consumer Affairs Professionals Australia (SOCAP Australia) Steve Tassone Former Head of Operations-Customer Experience iSelect Kate Latanis Acting Director Fair Work Ombudsman Arti Datta National Contact Centre Workforce Planning Manager Coca-Cola Amatil Harriet Wakelam Head of Customer Experience Medibank Featuring Leading Case Studies and Expert Presentations by: Early Bird Group Discounts: Ask about our savings
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Day One Monday 18th May 2015 0815 Registration and Coffee 0850 Welcoming Address from the Chair 0855 Meet and Greet: In this five-minute session, delegates are encouraged to get to know their peers and exchange business cards 0900 Plenary One Personalisation: A competitive advantage to surpass good customer service in the customer-centric economy Rob Siefker Director of Customer Loyalty Zappos USA 0945 Plenary Two Transitioning from offshoring to right-shoring to improve operational efficiency and productivity while keeping costs low Nathan Peters General Manager, Customer Service Centre Telstra 1030 Morning Refreshments and Networking Break 1100 Expert Insight: Going big with Big Data: Leveraging data analytics tools to increase contactability rates with your customers 1145 Plenary Four Identifying and minimising the gap in omni-channel integration to deliver consistent customer service Derek Finch SA Committee Chairman Auscontact Association 1230 Networking Luncheon Stream One Strategising for Extraordinary Customer Experience 1330 Case Study: Exceeding customer expectations and enhancing their loyalty through innovative customer retention strategies Building a trusting relationship by synchronising your service values with customer-perceived values Implementing proactive customer care to preempt possible conflicts between agents and customers Minimising downtime and enhancing agents working efficiency to provide real- time solutions to customers Elevating customer experience by driving engagement through motivated staff Listening to the invaluable feedback to ascertain whether your service performance has lived up to your customers expectations Susannah Le Bron Senior Manager Ground Services Support Etihad Airways 1415 p Panel Discussion: Converting intangible concept of cultural change leadership into concrete influential factors that affect your strategy development How to effectively embed customer advocacy into your companies culture and strategic goals? Adopting Net Prompter Score (NPS) improvement strategies to drive a customer- centric cultural change Howcanyouavoidthenegativeimpactoftechnologyonyourpersonalisedservice? Developing an effective communication system between managers in different levels and front-line staff to boost morale Panelists: Ashley Keleher Director, Client Services Monash University Kate Latanis Acting Director Fair Work Ombudsman Rob Siefker Director of Customer Loyalty Zappos USA Nathan Peters General Manager, Customer Service Centre Telstra 1500 Afternoon Refreshment and Networking Break 1530 w Mini Workshop: Unraveling the secret to improve your touchpoints and gain in-depth understanding of your customers: Customers journey mapping Understanding your employees first: Building a solid foundation for customer journey mapping through a successful employee journey mapping Catering to customers needs with in-depth understanding of the contact channels they chose and customers intentions Linking the touchpoints on the map with your customer experience program to pinpoint the root cause of any issues and take actions accordingly Integrating all the channels your customers may go through to deliver your brand experience as a single entity Harriet Wakelam Head of Customer Experience Medibank 1700 Closing remarks from Chair Stream Two Contact Centre Operational Excellence 1330 Case Study: Adopting effective forecasting and scheduling strategies to manage increasing workloads Classifying the variables that could have an impact on call volume Analysing potential scenarios based on changes in staffing or call volume to better anticipate issues before they arise Developing the most efficient time frame for scheduling to achieve more accurate results Reviewing scheduling options regularly to match staff capability as closely as possible with customers demands Arti Datta National Contact Centre Workforce Planning Manager Coca-Cola Amatil 1415 Case Study: It all starts with having the right people: How to recruit the most suitable staff to gain new competitive edge? Assessing the key criteria for qualified agent to provide engaging customer service Who should you hire? The technical savvy candidate or the emotionally intelligent one? Providing your employee with a sustainable career path to reduce staff turnover rates How to improve employee engagement and retention strategies with the next generation employees? Steve Tassone Former Head of Operations-Customer Experience iSelect 1500 Afternoon Refreshment and Networking Break 1530 r Roundtable Discussion: When time really matters: How do you promptly and effectively deal with customers requests? This interactive session will focus on special strategies developed for dealing with customer requests and delivering the same quality customer service during emergent situations where time is everything Formulating a set of index to determine what constitutes an emergency in your organisation Is it necessary to establish an emergency response team in contact centre? What should you do when you cannot solve an urgent request within the required time frame? Implementing a specific call-taking pattern during urgent situations to reduce procedural complexity 1700 Closing remarks from Chair Booking Line: Emily Ng Tel.: + 603 2723 6602 Fax: +61 (2) 8088 6090 Email: EmilyNg@marcusevanskl.com
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W Day Two Tuesday 19th May 2015 0815 Registration and Coffee 0850 Welcoming Address from the Chair 0855 Rapid Re-cap Session: In this five-minute session, delegates are encouraged to discuss and summarise key takeaways / points learned from Day One of the conference 0900 Case Study: Maximasing contact centre profitability: Driving revenue growth and marketing development through extraordinary customer experience Expanding communication channels to maintain the right balance of cost efficiency and customer experience Improving customer acquisition and retention through multiple channels Boosting sales by utilising insights gained from frontline customer service representatives Driving more leads and closing more deals through active social engagement Maintaining good customer care after sales to enhance customer loyalty Craig Spence Sales Centre Manager, Direct Distribution QBE Insurance 0945 Expert Insights: Upgrading your customer service with integrated Mobile Applications to deliver intelligent customer experience Considering the broad set of devices your customers may use (e.g. iOS, Android, Windows) to ensure information accessibility Aligning mobile app with the rest of customer service channels to facilitate customer migration among channels Developing or extending new functions for the mobile app to offer seamless and cross-media experience from one device Examining and updating software functionality on a regular basis to prevent potential systematic errors 1030 Morning Refreshments and Networking Break 1100 Case Study: Empowering customers with easier access to self-service through various portals Identifying the most suitable self-service type for different customer groups and demography Technology sets the tone for future self-service development: Getting ready for more use of social media, video and mobile channels When resources are limited: How to leverage self-services to avoid unnecessary waiting time during the holidays or peak season? Providing customer better control of their accounts when using self-services Elevating the power of social media by creating a community for your customers to encourage them to help each other Hamish Reid General Manager Customer and Business Futures South East Water 1145 Case Study: How to engage the technology savvy next generations (Gen Y and Z) and enhance their loyalty? Outlining the characteristics of Gen Y and Z to better understand why they are difficult to deal with Should you allocate Millennial employees to engage with customers of their age? Capturingtheneedsofnextgenerationscustomersthroughtheirchannelsofchoice Sparking the next generations customers curiosity through an innovative customer interface across different channels Amrita Bhattacharyya Head of Customer Strategy Metro Trains Melbourne 1230 Networking Luncheon 1330 Case Study: Mirroring the face-to-face experience through Webchat to increase customer satisfaction Determining when to initiate live chat by tracking customer activity on the website Improving channel development (e.g. structure, navigation and process) by getting suggestions from Webchat Minimising waiting time to exceed customers expectations and reduce customer effort Enhancing customer loyalty by providing real-time live assistance during critical moments Marcus Marchant Director of Digital Onboarding Optus 1415 Case Study: When managing call quality, design your strategies to drive real customer value Who should define and judge quality - Contact centre or customers? How to embed a culture of delivering quality service into your agents DNA? Identifying the area for improvement and providing targeted training to enable employees to consistently deliver excellent service Establishing reward programs to promote extraordinary agent performance Ashley Keleher Director, Client Services Monash University 1500 Afternoon Refreshment and Networking Break Mini Workshop 1530 Capturing agents and customers emotions through Emotional Intelligence (EI) to deliver more engaging customer services How emotionally intelligent are you? Knowing yourself before engaging with customers Adopting EI models to understand and balance yours and your customers feelings and thinking abilities during highly emotional situations Building trust with customers and driving true business value through wider understanding and usage of EI models Translating EI models into behaviours and skills that can assist agents to serve customers with empathy Developing the EI skills for leaders and agents that can take customer service to a higher level Danielle Grehan Customer Relations Manager Origin Energy 1700 Closing remarks from Chair marcus evanswould like to thank everyone who has helped with the research and organisation of this event, particularly the speakers and their staff for their support and commitment. Booking Line: Emily Ng Tel.: + 603 2723 6602 Fax: +61 (2) 8088 6090 Email: EmilyNg@marcusevanskl.com Business Development Opportunities: Does your company have services, solutions or technologies that the conference delegates would benefit from knowing about? If油so, you can find out more about the exhibiting, networking and油branding opportunities available by油contacting: Emily Ng, Media PR Coordinator, marcus evansMalaysia Tel: +603 2723 6602, E-Mail: EmilyNg@marcusevanskl.com
- 4. More About the Event Why you Cannot Miss this Event: With the advancement and adoption of new technologies and channels, contact center operators embrace an across-the-board opportunity to boost their service quality and operational efficiency. Delivering excellent customer service should be considered as a part of your mission and philosophy, directing every decision and action at every touch. It is critical for companies to be innovative and benchmark with other contact centres and customer service departments to improve their performance. Call to Excellence 2015 will discuss the most pressing issues in relations to operational excellence, customer experience and workforce productivity in contact centre and customer service sections across various industries in Australia. Attending this event is the best way to keep up with the contact centre developing trends, learn valuable experience and benchmark with others. You will hear stories from insightful and award-winning speakers sharing their experience of how to improve customer satisfaction in multiple contact channels, adopting effective strategies to proactively engage with customers and enhance customers loyalty and increase agents working efficiency and productivity. Who Should Attend: GM, Director, managers and head of: Primary: Contact Centre Customer / Client Service Customer Experience Customer Retention / Relations Customer Insights Sales and Marketing Operations Services Human Resource Operations / Support Client Solutions Business Support Commercial Services Secondary: Executives assessing Contact Centre locations in Australia New Zealand. Suppliers selling products and services to the Contact Centre industry. Consultants advising clients on Contact Centre strategy From sectors: Primary: Telecommunications Banking and Financial services Insurance Credit Government and the public sector / Semi Government Agencies Education Utilities Airline Travel industries Secondary: Healthcare Pharmaceuticals IT Retails Transportation Hospitality Hotels Publishing Broadcasting ASPs ISPs Real Estate Recruitment Disaster Recovery Direct Marketing industry New media on line Dealer VAR VAD Technology industry Computer Electronics Software Hardware