The 6th Annual Optimizing Contact Centres Summit is over.

100+

Satisfied Delegates

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12+

Networking Hours

Testimonials

TOP 20

Industry Speakers

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Over 15

Experience Based Case Studies

More

So make sure you don’t miss out on our next edition in 2016!

Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.

Take advantage to meet the leading experts within the field and discuss the latest challenges all your competitors are facing.

We are looking forward to welcoming you on board in 2016!

STAY UPDATED

See the past Speakers and Case Studies
from Last Annual BELOW

2015

KEYNOTE SPEAKERS

Melanie Donoghue

Melanie Donoghue Barclays

Head of Retail Telephony

Jason Bartram

Jason Bartram Virgin Media

Head of Resource Planning

Rafael Fayos Oliver

Rafael Fayos Oliver Telefónica

Head of B2B Digital Channels

Pedro Suja Goffin

Pedro Suja Goffin BBVA

Head of Next Generation Contact Centers

Thomas Walke

Thomas Walke Swisscom

Head of Strategy & Business Planning, Contact Center SME

Pierre Grauby

Pierre Grauby Orange

VP Customer Relationship Orange Europe

Interesting Case Studies from the Agenda 2015

Pierre Grauby

Pierre Grauby Orange

VP Customer Relationship Orange Europe

CALL RATE

Improving Customer Experience has a positive impact on Call rate

Contact rate at Help Lines is a good indicator of Customer Experience. Investing on Customer Experience transformation tackles most of customer pain points and prevents reasons to complain

• More than 50% of our inbound calls served by our Help Lines are caused by a bad customer experience
• Simplification of our business processes and offering portfolios not only drives Customer satisfaction but also eliminates unnecessary calls
• It also helps to develop customer autonomy by offering an easy Self Care experience

DAY CUSTOMER SERVICE “MEGATRENDS”

Day Customer Service “Megatrends” in the decade ahead – Is it evolution or revolution for Contact Centre Planning?

One of the key “megatrends” that will shape the customer experience world of tomorrow
is that of technological progress. If some experts are to be believed the powerful technologies entering the economy in the next 10 years will have a dramatic impact in the area of customer service.
As planning professionals we are used to deploying our crystal balls to predict the future. I will examine whether the new technology will lead to an “evolution “ a gradual process in which something changes into a different and usually more complex or better
form or a “revolution” a sudden or momentous change in a situation.
How should planning professionals adapt and what will the role look like in 10 years’ time?

Jason Bartram

Jason Bartram Virgin Media

Head of Resource Planning

Pedro Suja Goffin

Pedro Suja Goffin BBVA

Head of Next Generation Contact Centers

BBVA’S NEW STRATEGY

BBVA’s new strategy in Contact Centres

BBVA is developing a new strategy for its contact centres.
Starting from the need for a totally different customer experience, a new paradigm has been created to change it dramatically. The new paradigm, the platform built to meet these new requirements and the change management process will be described. Finally we will analyze the new opportunities brought by this transformation.

• The starting point is a better customer experience
• General description of our new paradigm, the platform, the deployment and the change management
• Brief overview of new perspectives

Ultimate Session

FOR NETWORKING

Every morning starts with a great ice-breaking activity – Speed Networking Session. This session is designed to give all participants the opportunity to meet and introduce themselves to their fellow participants before the official conference starts.

Don’t forget your business cards!

Provided Networking Sessions include Coffee Breaks, Networking Lunches, a Cocktail Reception, plus informal gatherings outside conference hours – key tools for establishing future business connections with fellow industry peers.

What delegates had to say

About our past conferences – VIDEO

SEE WHO IS GOING THIS YEAR

Testimonials

  • It has been really interesting, I have really enjoyed it. A great delegation, lots of contribution and the quality of presentations has been high

    Virgin Media
  • I made great contacts thanks to this conference

    Telenor
  • I really liked the different branches and big contact centres here, and the height of the participants. It made good discussions. I am going home inspired!

    Tele2


Who this event

WAS DESIGNED FOR

This event was designed for Members of Board, Vice Presidents, Directors, Head and Senior Managers from the Telecom industry involved in:

• Contact Centres
• Call Centres
• Customer Services
• Customer Operations
• Operations
• IVR
• Telesales
• Customer Care
• Customer Relationship
• Customer Relations
• Contact Management
• Omni-Channel
• Digital Experience
• Channel Management
• Customer Experience

What differentiates Allan Lloyds’s conferences from the rest?

Tired of attending expos, conferences or events where there is little to no interaction or debate with speakers & delegates?

Allan Lloyds events are famed for being highly interactive. Through our special discussion panels and roundtable discussion formats you will be able to discuss in intimate detail all of the complex issues that you are facing with our speakers and delegates.

Attendees of our events are leaders in their respective companies – meaning you will be able to enjoy indepth discussion with peers!

This is where the real learning & development happens

SPONSORS 2015

Venue

13 – 15 October 2015 I Barcelona

Hotel Barceló Sants

The 6th Annual Optimizing Contact Centres Summit was in Hotel Barceló Sants, Plaça dels Països Catalans, s/n | 08014 Barcelona.

Things to do in Barcelona:

  • One of Barcelona’s top attractions for tourists is admiring the city’s modernista architecture, and the works of Antoni Gaudí in particular.
  • Picasso’s Barcelona, where he spent his early years, was beautiful and vibrant. Follow the footsteps of the artistic genius as you visit the landmarks that shaped his youth.
  • Montjuïc mountain is the perfect place for a leafy stroll with great views.

WORKSHOP

Workshop A

Customer Centricity

• Reorientation of organizational functions & departments
• Cross-Company experience accountability
• Evaluation of the alignment level of your employees with customer
experience strategy
• How to understand the customer expectations?
• Measurement of customer satisfaction

Workshop B

Going digital!

• Quality digital experience driven by the use of predictive analytics
• Next generation customer experience
• Improved digital experience will drive customer loyalty and higher profits
• More sophisticated apps that drive retention & enjoyment
• How to measure the efficiency of the channels?

GET UPDATES FOR 2016 EDITION

Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.

Take advantage to meet the leading experts within the field and discuss the latest challenges all your competitors are facing.

We are looking forward to welcoming you on board in 2016!

STAY UPDATED

 

Photos from Last Annual

Contact Details

If you have any questions regarding this event and would like us to get in touch with you, please leave us your details and a member of our team shall get back to you shortly.

Delegate Enquiries
Tony Bradley
E: tony.bradley[at]allanlloyds.com
P: +421 221 025 322
Business Development
Sam Khalaf
E: bus.dev[at]allanlloyds.com
P: +421 221 025 324

Event Production

Robert Atkinson
E: robert.atkinson[at]allanlloyds.com
P: +421 221 025 322

Marketing

Amy Taylor
E: amy.taylor[at]allanlloyds.com
P: +421 221 025 322

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