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| Contact Centre Business Track |
| Tuesday, April 24th |
| 12:00 – 16:00 | Registration |
| 16:00 – 18:00 | Opening Session |
| 18:00 – 19:00 | Welcome Drinks |
| 19:15 – 23:00 | Dinner |
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| Wednesday, April 25th |
| 7:45 – 8:45 | Breakfast |
| 9:00 – 9:45 | Care 2.0: The Vision for Customer Care | Lynda Kate-Smith, Nuance
Care 2.0 is about optimizing interactions in an emerging and even staggeringly different "care" environment. Yesterday’s standards in serving a company’s "customers" are quickly being eclipsed by the demands of a population of consumers, partners and employees who are increasingly influenced by communities, who are increasingly mobile, and who are seeking goods and services in an environment where the time between innovation and commoditization is ever shorter. Retaining, satisfying and efficiently servicing “customers” in the era of Care 2.0 requires new capabilities to support, communicate with and understand “customers”. Our opening keynote will address what is needed to realize Care 2.0 success.
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| 10:00 – 10:45 | Customer Keynote Presentation | Florence Désert, Air France |
| 10:45 – 11:15 | Coffee Break |
| 11:15 – 12:00 | Caller Experience as a Part of the Customer Experience | Melanie Rowland, Vodafone UK
Ensuring that customers have a positive encounter when they call into your company is one of the most vital components of a successful customer experience. Integrating automated speech that delivers fast and effective resolution of caller issues is one of the best ways to achieve that experience. In this session, Vodafone UK will reveal its best practices based on Six Sigma methodology and a customer centric strategy.
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| 12:00 – 12:45 | Speech Strategy: the Interaction Between Speech and the Customer and Operations | Jason Humphries, Nuance
An overwhelming majority – more than 90% by some estimates -- of all customer contact with organizations occurs via the telephone. With broad and dynamic options for enabling and infrastructural technologies, how can you be sure that you have the right pieces in place to fully optimize your phone service channel? In this session, you’ll gain expert insight into how you can best plan for growth, prepare for lean times and variable call usage, and facilitate tight integration with complementary channels.
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| 12:45 – 14:00 | Lunch |
| 14:15 – 15:00 | Enhancing your Call Centre with Personalised Self-Service | Ross Moody, Standard Bank
In this session, Standard Bank (South Africa’s best bank as voted by Global Finance) will share its experiences and lessons learnt as regards the implementation of speech recognition, as well as the consolidation of multiple IVR’s onto a single technology platform. Key points will include persona design, the use of multiple personas’ within one application, the deployment of speaker verification as well as the planned roadmap for the rollout of additional applications throughout the contact centre.
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| 15:00 – 15:45 | Understanding What Your Customers are Doing and Why? | Chris Hall, AOL
Customer behaviour is a window into customer experience and satisfaction. The power to understand what drives customers from one channel to the next creates the ability to identify and change behaviour, maximizing your most efficient channels while improving your customer’s success and satisfaction. Looking at traditional metrics alone is not enough; understanding behaviour provides the additional dimension that confirms that your customer service channels are effective and successful.
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| 15:45 – 16:30 | Coffee Break |
| 16:45 – 17:30 | The Impact of Successful Call Steering on the Customer Experience | Alexander Huggins, Nuance
In a fiercely competitive market, superior service is often the difference between winning and losing customers. Find out how one Nuance customer introduced speech as a strategic component of its customer support infrastructure by implementing a call steering application to enable easy access to information. You’ll learn how this customer manages to efficiently route calls, without complex DTMF menus and misdirected calls getting in the way, to achieve unprecedented levels of customer satisfaction.
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| 17:30 - 18:15 | Using Quantitative Methods to Enhance User-Friendly Systems | Steven Vanhonacker, Nuance
Let's face it: Any successful speech deployment requires periodic observation and tuning to ensure it is meeting your callers' changing styles of interaction. But, how can you be sure that any changes you make will have the intended effects on caller behaviour? In this session, you'll learn best practices for testing design changes through a champion/challenger architecture, enabling them to ensure that system tweaks enhance their callers' unique behaviours. Attendees will learn first hand how such an approach empowered customers to uncover some surprising insights into caller preferences that ultimately brought them increased application performance.
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| 18:15 – 18:30 | Closing Session |
| From 18:30 | Evening Entertainment |
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| Thursday, April 26th |
| 8:00 – 9:00 | Breakfast |
| 9:00 – 9:45 | Tips for Successfully Launching Your Customer Service Solution | Peter Mahoney, Nuance
The successful launch of a customer service solution both within and outside your organization can be the deciding factor in determining its ultimate success. But to ensure success, key questions must be addressed before the launch: Are the key stakeholders in your organization on board? Have customer service representatives embraced your automated solutions? Does your target market understand all of its options and how best to take advantage of them? In this session, you will learn the best approaches for the internal and external marketing of your customer service solutions to achieve your business goals. And you will learn tips for developing a business case to help with the internal selling process that will ultimately lead to the successful launch of your service solution.
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| 9:45 – 10:30 | The Results are In: Measuring Speech Application ROI And Customer Satisfaction | Klaus Dieter Liedtke, T-Mobile
Self-service speech applications have been proven to deliver significant return on investment (ROI) benefits. T-Mobile will share how they save € 8 Million annually while achieving the highest customer satisfaction levels in the German market. Whether you’re considering speech for the first time, or expanding your use of speech technology to achieve your business goals and elevate the experience of your customers, you won't want to miss this highly informative session.
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| 10:30 – 11:30 | Coffee Break |
| 11:30 – 12:00 | It’s not just for Gen Y!! The Amazing Race, part deux
In October, we soundly beat the texting Guinness World record holder in the Amazing Race at Conversations in Orlando. In February, we amazed hundreds of challengers who tried to beat speech when searching, downloading and dictating in the Amazing Challenge at 3GSM in Barcelona. What's next? Join us for the next Amazing event -- live!
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| 12:00 – 12:30 | Time to Act: Elevate Your Customers Experience | Steve Chambers, Nuance |
| 12:30 – 14:00 | Lunch |
| From 14:00 | Departures |
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