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CONTACT2000, The Radisson SAS, Brussels.
Worldwide Business Research is bringing its successful CONTACT conference to
Europe. Hear 25+ corporate case studies from the major companies leading
the way in the integration of their call centres and web presence to provide
outstanding customer service in Europe. The speaker panel features senior
Customer Service executives from Amazon.com, Lastminute.com, Hewlett Packard
Europe, DHL and SEB Internet Bank amongst others. To receive full
information and register, call WBR on +44 20 7759 9023
You Will Be In Good Company
Networking is quite simply the best way to find out what's new, what's
working and what's not. You will meet and exchange information with
forward thinking professionals including CEO's, Vice Presidents and Directors
of:
- Customer Service
- Call Centre Industry
- Business Development
- e-Commerce
- European Operations
- eCRM Marketing
- New Channels
CONFERENCE AGENDA:
| CONTACT2000: TUESDAY 3rd October 2000 |
| 19:00 |
PRE-CONFERENCE REGISTRATION & WELCOME COCKTAIL
RECEPTION |
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| CONTACT2000: WEDNESDAY 4th October 2000 |
| 08:15 |
Welcome Coffee & Registration |
| 09:00 |
Chairman's Opening Address |
| 09:10 |
eCRM - Holy Grail or Holy Smoke?
Pat Whelan, Managing Director, CRM Solutions, EMEA, LUCENT
TECHNOLOGIES |
| 09:50 |
Successfully Acquiring, Retaining And Expanding Customer
Relationships With The Interent Consumer
Martine Ferment, Customer Services Director, Europe, AMAZON.COM |
| 10:30 |
Examining The Business Case For Implementing A Web-Enabled
Call Centre
Marek Lowther, Head of Customer Management, COMPAQ |
| 11:10 |
Morning Coffee |
| 11:30 |
Developing A Knowledge Base Online To Enable End Users To
Embrace The Self-Help Environment
Nick Solomon, Regional Vice President, Member Services, AOL Europe |
| 12:10 |
The Practical Realities And Strategic Challenges Of
Integrating Your Website With Your Call Centre
Paul Allan, Customer Service Internet & Multimedia Strategy Manager,
BT |
| 12:50 |
Lunch For Delegates & Speakers |
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| 14:00 |
Analysing The Latest Predictions In The Growth of
E-Commerce Activity To Effectively Plan The Scalability Of Your
Multimedia Contact Centre
Wendy Schratz, Strategy & Development Manager, Communications
Centre, EGG |
Increasing Competitive Advantage Through The Integration
of Customer Care Solution With Workflow Management Systems
Treive Nicholas, Channel Strategy Manager, AA Insurance |
| 14:40 |
Using Web-Servicing In Order To Transform Your Call
Centre From A Reactive Customer Interaction Centre Into A Proactive
Revenue Generator
Lars Ekstedt, Managing Director, SEB e-BANKING |
Determining The Impact Of The Web On Pan-European Call
Centres - Examining The Challenges & Opportunities
Erik de Vlaam, General Manager, GIO European Helpdesk Services, ICL |
| 15:20 |
Effectively Using Innovative One-To-One Marketing &
Personalisation Techniques To Deliver Greater Control & Freedom To
Your Customers
Edwin Rietkerk, Marketing & Development Manager, RABOBANK |
Identifying The Most Effective Method Of e-Mail
Management Within The Web-Enabled Call Centre
Arun Kapoor, Call Centre Manager,
VIKING DIRECT |
| 16:20 |
Utilising CRM Solutions To Integrate Your Marketing, E-Cmmerce
& Customer Service Functions
Micheal Diehl, General Manager, European Consumer E-Business, HEWLETT
PACKARD EUROPE |
Overcoming Obstacles To Successful Outsourcing: Ensuring
Quality Service With Your Requirements
Karen Berg, Operations Director,
CYGNIFIC (KLM) |
| 17:00 |
Overcoming The Technical Challenges Of Integrating The
Internet Into Existing Legacy Systems To Provide A Seamless Service
James Harvey, Technical Services Director, DHL |
Outsourcing Your Web-Enabled Call Centre Activities To
Ensure The Highest Levels Of Customer Service
Ron Peerenboom, Managing Director, COGENT COMMUNICATIONS |
| 17:40 |
CHAMPAGNE ROUND TABLES |
| 19:00 |
CONTACT2000 COCKTAIL RECEPTION, GALA DINNER & AWARD
CEREMONY |
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| CONTACT2000: THURSDAY 5th October 2000 |
| 08:40 |
Morning Coffee |
| 09:10 |
Chairman's Opening Address |
| 09:20 |
Delivering Profitable Customer Relationships At Every
Touchpoint, Through Every Channel
Charles Grover, Director of CRM Business Europe, PEOPLESOFT |
| 10:00 |
Examining Lessons That Can Be Shared Between 'Bricks &
Mortar' Companies & The New Etailers
David Kelly, General Manager, UK Operations, LASTMINUTE.COM |
| 10:40 |
New Approaches To Developing A Personalised, Intuitive And
Customer-Focused Multi-Channel Experience: Delivering Personalised
Customer Service
Dean Yardley, Head Of Commercial & Technology, BRITISH AIRWAYS |
| 11:20 |
Morning Coffee |
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Stream A |
Stream B |
| 11:40 |
Identifying Which Specific Technologies To Adopt To Best
Serve The Customer Through The Web-Based Call Centre
Vala Jonsdottir, Support Manager, Customer Service, MERCEDES-BENZ
CUSTOMER ASSISTANCE CENTRE |
Successfully Dot.comming Your Customer Service
Charles Ross, European Business Systems Manager, SUN MICROSYSTEMS |
| 12:20 |
Utilising CRM Solutions To Provide A Customer-Centered
Multimedia Contact Centre: The Tesco Internet Homeshopping Case Study
Colin MacKenzie, Customer Service Operations Manager, TESCO |
Worldwide Service With No Dividing Lines
Bob Rae, Director, Technical Operations
FUJITSU |
| 13:00 |
Lunch For Delegates & Speakers |
| 14:15 |
Extending eCRM Using Wireless And The Internet
Ivan MacDonald, Founder, President & CEO, EWARE |
| 14:55 |
Multimedia Contact Centres: The Truth Today- Results Of
In-Depth Interviews With Over 200 European Multimeadia Contact Centres
Steve Morrell, Global Programme Manager, Next Generation Contact
Technology, DATAMONITOR |
| 15:35 |
Accurately Identifying The Agent Skills Required To
Provide Optimal Customer Service Across Multiple Channels
Filip Geers, Back Office Manager, KPN ORANGE |
| 16:15 |
End Of CONTACT2000 Main Conference & Afternoon
Refreshments |
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| CONTACT2000:FRIDAY
6th October 2000 |
| 09:00 - 12:50 |
Post-Conference Technology Solutions Briefing
Building The Infrastructure To Support Your Web-Enabled Call Centre |
At Contact2000 we guarantee you will hear unique, business Critical
Case-studies from across Europe- you won't find so many senior level speakers
covering issues that interest you at any other event
REGISTER NOW Call: +44 (0)20 7759 9023 Fax: +44 (0)20 7759 9001 or
email:contact@wbr.co.uk
For more information on this event please click here.
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