European Summit 2002
The European Contact Center Summit
May 12-14, 2002
Host:
Call Center Alliance
Sponsors:
SITEL Corporation | Avaya Inc.
Speakers:
Kevin Byrne, Direct Dialog; Bernard Caiazzo, Call Center Alliance; José Caride, Call Center Alliance; Philip Cohen, Philip Cohen Consultant AB; Stanny De Reyt, Avaya Inc.; Kim Hackett, BTeLocations; Mike Havard, CM Insight; Christian Hultén, Excellent e-Service; Lovisa Kristiansson, Microsoft; Richard North, COPC; Erwin Ollivier, SITEL; Jim Park, Web Broadcast Media Ltd.; Bill Price, Driva Solutions, LLC; Simon Roncoroni, SRC; David Sinclair, McKinsey & Company; Roel Spee, PwC Plant Location International; Andrew (Andy) Sykes, CNH Global N.V.; Keith Thompson, Mindpearl AG
PROGRAM
Monday, March 18
6:00 pm — Bernard Caiazzo, President, Call Center Alliance, is pleased to welcome you to the inaugural European Contact Center Summit at the evening cocktail reception and banquet.
7:00 pm — Inaugural Summit Banquet
Keynote Address: We've Come a Long Way – Where Are We Headed?
Simon Roncoroni, Founder, SRC (a consultancy specializing in call centers)
Planning for the future in a volatile time of change that now characterizes today's business world requires a new kind of foresight. Today's leaders must be able to see around the bend and over the hill to anticipate what is coming down the road. They must be able to determine the best path forward choosing the right strategy and business model, and be ready to change direction as new opportunities arise. All this requires a very special mix of strategic insight, intuition and business savvy. As a pioneer of the call center industry, Simon will draw on his extensive global experience as he shares his strategic insight and vision of the state of the industry. He will illustrate how the shape of business has and will continue to evolve, and how we must adjust in order to meet the challenges that lie ahead.
Tuesday, March 19
7:30 am — Continental breakfast
8:30 am - 9:00 am — Opening remarks
Bernard Caiazzo, President, Call Center Alliance, will officially launch the European Contact Center Summit.
9:00 am - 10:00 am — Call Center Alliance Case Study: Partnership in Success — Microsoft Services and Excellent e-Service
Lovisa Kristiansson, Community Support Manager, Microsoft Services
Christian Hultén, Partner & Business Area Manager, Excellent e-Service
Microsoft's study will demonstrate how valuable customer feedback and regular customer satisfaction surveys significantly contributed to alterations in their customer communication structure, and how these surveys will continue to serve as an integral part of the over-all quality assurance process. We will explore how the restructuring of Microsoft's pan-nordic support model has been designed to provide consistency, allowing for flexibility for future customer expectations in terms of service delivery and choice of communication channel. All this in the pursuit of customer service excellence.
10:00 am - 10:15 am — Refreshment break
10:15 pm - 11:15 am — Location, Location, Location
Roel Spee, Director, PwC Plant Location International (PLI)
With technology driving the evolution of the call center to contact center, the pros and cons of location have been redefined. There are many critical ingredients in determining the most desirable location for contact center set-up. Let's take a look at the challenges and opportunities in determining the right location from which to serve your Pan European customers.
11:15 am - 11:30 am — Refreshment break
11:30 am - 12:30 pm — New Imperatives in Customer Care
David Sinclair, Engagement Manager, McKinsey & Company
This presentation will describe some viewpoints on the strategic importance of customer care in the next couple of years. It will explore five new dimensions of customer care that are being enabled by the recent advances in technology. Additionally it will describe the value creation potential and provide case studies of companies already capturing that value. Finally, it will highlight the imperatives for corporations to move forward and remain ahead of their competitors.
12:30 pm - 1:30 pm — Networking Luncheon
1:30 pm - 2:30 pm — Maintaining the People Who Deliver the Vision
Technology is the enabler, but contact centers are still all about the people. Contact centers are challenged with delivering the corporate vision and culture to the customer. Maintaining a high performance team to service a diverse external multicultural marketplace is a formidable task. This session will cover how this important human factor of contact center service excellence is achieved and maintained through candidate sourcing, recruitment and performance management strategies.
2:30 pm — Refreshment service
2:30 pm - 4:00 pm — Passport to Europe (Panel of experts)
Facilitated by Philip Cohen, Philip Cohen Consulting AB
Join the information exchange as European contact center experts present mini exposés and debate hot issues both local and global in nature. Representatives will include France (Host Sponsor), Belgium, Denmark, Germany, Italy, Spain, Sweden, The Netherlands and the United Kingdom, to name a few.
4:00 pm - 5:30 pm — Call Center Alliance Case Studies: Contact Center Excellence in Action
What makes a contact center great? Is your contact center a world class customer care operation? Do you classify yourself amongst the best of breed in the industry? Call Center Alliance is proud to host real time case studies from top European corporations. Learn about the challenges faced and the successes accomplished that can launch your customer care operation into a world class league of excellence and global recognition.
1. The Challenge of Introducing CRM into a Manufacturing Company Across a Diverse European Operation
Presented by Andy Sykes, Manager Global Customer Care, CNH Global N.V.
Kevin Byrne, Co-founder and General Manager of UK, Direct Dialog
2. Excellence in the Healthcare Sector
Presented by Bernard Caiazzo, President & CEO, Call Center Alliance
Denis Bouteille, GE Medical Systems
3. Web Media Vision: Multimedia Activity
Presented by Peter Gluckstein,
Jim Park, Managing Director of Web Broadcast Media Limited
5:30 pm — Cocktail reception at 53 Avenue Montaigne - 75008 Paris (near Champs Elysee). Hosted at the home office of Call Center Alliance. Transportation will be provided.
Wednesday, March 20
7:30 am — Welcome back - Continental breakfast
8:30 am - 10:00 am — Contact Center of the Future:
An Interactive Presentation by SITEL Corporation and Avaya Inc.
Erwin Ollivier, Sr. Vice President Central Europe, SITEL Corporation
Stanny De Reyt, eCRM Solutions Manager, Europe, Middle East & Africa, Avaya Inc.
Examine CRM technology that is not yet in the marketplace. Experience for yourself through a simulated executive lab, The Contact Center of the Future — one that integrates all channels of communication into a universal, highly functional, profit generating, customer driven contact center. Learn how to fine-tune your operation to achieve optimum performance and deliver unparalleled service excellence to your customers. View first hand the technology and its applications.
10:15 am - 11:15 am — Outsourcing/Co-Sourcing: Architecture of Strategic Partnerships in an Evolving Economy
Mike Havard, Managing Director, CM Insight Ltd.
This session will focus on describing the "confident consumer" of Europe discussing the exploding influence and potential of mediated channels in Europe and the impact this is having on businesses. The role of contact center and customer management outsourcing will be discussed in the context of why there is such a growth and how to best manage their introduction into businesses. Using case studies as supporting evidence, new, innovative approaches and ideas for managing contact center outsourcing from both client (outsourcer) and supplier (CSP) will be presented. There will be a specific focus on the interesting developments of offshore outsourcing and the risks and opportunities this presents.
11:15 am - 11:30 am — Refreshment break
11:30 am - 12:30 pm — Benchmarking for Success: Peak Performance to Maximize Profits!
Richard North, Managing Director Europe, COPC International
Learn how to achieve performance excellence and profits from your customer contact center. Richard will highlight the latest benchmarking techniques and standards to sustain performance improvement that translates into greater efficiency and lower operational costs, redefining your contact center success with peak performance and maximum profits.
12:30 pm - 1:30 pm — Networking Luncheon
1:30 pm - 2:30 pm — Ensuring Business Continuity in Your Contact Center
Kim Hackett, VP BTeLocations
Now more than ever, companies need to have a disaster recovery process in place for their
business critical contact centers. Secure information is one of the critical aspects of getting businesses up and running again. Through the use of case studies, Kim Hackett will discuss what steps were taken in response to major incidents to quickly and effectively re-establish the workplace. Key areas of discussion will include: preparing for the unexpected, future-proofing your business security and telecom resilience levels that meet the demands of business intensive contact centers.
2:30 pm - 3:30 pm — Industry Case Study: Leveraging Technology to Build a Global Contact Center
Keith Thompson, Head of Marketing and Business Development, Mindpearl AG
This session will examine how The Qualiflyer airline alliance established a virtual contact center by using technology to link disparate sites and have them operate as one fully integrated global contact center. It will also look at the roadblocks and, ultimately, the business advantages in this approach.
3:30 pm — Refreshment service
Closing Keynote
3:30 pm - 4:30 pm — Tapping the Power of e-Commerce
Bill Price, President and founder, Driva Solutions LLC
What's next for e-commerce and customer care? Some say the best service will be no service! How will European companies' e-customers and non e-customers finally become one and the same? The ability to leverage performance by utilizing advancing technologies in e-customer care must be considered part of your strategy if this is the way of the future. Mr. Price will discuss elements deemed critical as they pertain to staying in tune with your customers and the ever-evolving customer centric contact center.
