Customer service of the future:
what is the way forward?
Chair:
 |
Verena Fink
Director of Customer Focus
QVC Deutschland Inc.
& Co. KG
Düsseldorf |
 |
Robert Sluka
Deputy Chairman
call-center-forum.at
Call Center Manager,
ÖBB-Personen-
verkehr AG, Vienna |
| 8.30 am |
Registration and reception |
| 9.20 am |
Opening of CCW 2013 |
Strategies for the customer service of tomorrow
|
9:30 am
|
Cross-channel customer relations:
relieving call centers through the internet
- Why telephone advice is not always necessary
- How-to videos for a scalable way to relief
- Why cross-channel customer relations are more important today than ever
Jens Redmer
Principal of New Products & Solutions
Google Germany GmbH, Hamburg |
|
10:15 am
|
Contact center as a service: a cloud-based service center
amongst costs, flexibility and data security
- Low investment and low costs – economic aspects that will win you over
- Rapid adjustment and solutions that can be combined in modules – you only pay for what you need
- Hosted in Germany - security and availability at the highest level
Peter Schamel
Value Added Solutions Manager
Telekom Deutschland GmbH, Bonn |
| 10.45 am |
Coffee break, time for discussions, exchange and visiting the exhibition |
Next Generation: Facebook instead of call centers?
|
11.15 am
|
How does social media integrate into customer service
personally, sustainably and to save time?
- From web 1.0 to web 2.0 – the “hands-on” internet is evolving
- Tasks for customer service: social media monitoring as an early warning system
- In the event of an escalation: dealing professionally with trolls and social media outrage in customer service
Marc Perry
Head of Customer Service
MyBrands Zalando eServices GmbH & Co. KG, Berlin |
|
11.45 am
|
Straight into the yellow room every time:
customer communication on all channels
- A mentor for each channel – why every story has to be told differently
- immerda@yellostrom.de – why social media must also be online
- The stream duel – customer communication by webcam
Jochen Mai
Social Media Manager
Yello Strom GmbH, Köln |
|
12.15 am |
Uncontrolled growth of social media?! Initial reports on defeats and successes |
|
|
|
Impulse: RoX or “Nothing in Return” – what added value does social media bring?
Jens Wöhler, Chairman,
S Broker AG & Co. KG, Wiesbaden |
- Jochen Mai, Social Media Manager, Yello Strom GmbH
- Marc Perry, Head of Customer Service, MyBrands Zalando
eServices GmbH Co. KG
- Peter Schamel, Value Added Solutions Manager,
Telekom Deutschland GmbH |
| 1.00 pm |
Business lunch – time for discussions, exchange and visiting the exhibition |
The employees of the future: workplace design, recruiting, lifelong learning
|
2.30 pm
|
Specialist doctors, care workers and insurance experts on the phone – opportunities through special professional groups in the call center
- Analyses and orientation: what components of our service create customer satisfaction?
- Definition of quality aspects for different experts in customer discussions
- Measures: how do we arrive at our standards?
Juergen Heinl
Managing Director
ARGE AOK Clarimedis, Cologne |
|
3.00 pm
|
We are Odysseus! From vocation to (professional) navigation
- Between profession and job? Goodbye to a dilemma
- Odysseus – the employee as a navigator
- Life plans – a variety of paths
- Active acceptance as a driving force
Michael Hohenbild
Head of DB Direkt
Deutsche Bank Privat- und Geschäftskunden AG, Berlin |
|
3.30 pm |
Who still works in a call center? |
|
|
|
Impulse: High stress and low pay – do you have the right recipe for success?
Jens Marquardt, Director,
AWD Vertriebsservice, Hanover
|
- Juergen Heinl, Managing Director, ARGE AOK Clarimedis
- Michael Hohenbild, Head of DB Direkt, Deutsche Bank Privat- und Geschäftskunden AG
- Thomas Hohlfeld, Managing Partner, Ribbon & Partner
|
| 4.15 pm |
Coffee break – time for discussions, exchange and visiting the exhibition |
Careers in customer service: what jobs are there?
Chair:
 |
Simone Fojut
Editor in Chief
CallCenterProfi,
Wiesbaden |
 |
Thomas Hohlfeld
Managing Partner
Ribbon & Partner, Hamburg |
|
5.00 pm |
Many voices, one goal – the orchestra as a model for success |
|
|
|
- Musicians in an orchestra must be aware not only of themselves but also of the audience
- No self-motivation of employees without the management’s willingness
to provide information
- Success needs the triad of craftsmanship, passion and discipline
- “Change” should not be an event culture, ”change” must be an everyday culture
Christian Gansch
Manager & Manufacturer
Gansch und Partner GbR, Munich | |
And the winner is – the Cat Award Presentation 2013
We are celebrating the Call Center Manager of the Year from Germany, Austria and Switzerland
|
6.00 pm |
The top performers up-close, first class and emotional! |
|
7.00 pm |
End of the 1st Congress Day with get-together and flying buffet |
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