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Customer Care Conference

Customer Care Conference

description

Customer Care Conference & Expo is the most important East European event that addresses the customer care industry, with focus on strategic marketing insights. It provides an excellent opportunity to gain a broad overview regarding the customer care markets, from call centers and help desks to face to face contact possibilities with consumers.

A decade ago the international customer care market demanded the reinvention of business perspectives, focusing more on soft skill development and customer experience. Throughout time, the global socio-economic turmoil lead to an increasing need for visionary partnerships and state-of-the-art KPIs. 
Nowadays, along with the constant evolution of competition intelligence tools, the business environment is searching for a strategic paradigm shift as a survival and development imperative. 2015 is a time for process reengineering & business transformation, a time for innovative change. 
Experience the future!
 

topics

  • Turnover and employee performance management and solutions;
  • Gaining job satisfaction and motivation through effective feedback;
  • Smart employee engagement practices; 
  • Effective tactics in business communication;
  • Implementing an Employee Training & Development Program;
  • New era business expansion Coaching & Training;
  • Training as a key employee retention tool; 
  • The impact of Social Media on Recruitment Strategy and Process;
  • E-recruiting insights;
  • Innovative recruiting within a conservative corporate environment; methodology, technology, process;
  • HR Management in changing Customer Care market;
  • HR strategy and process: Customer centric approach
  • Corporate culture 

general business areas

Customer Care & Call Center Management
  • telecommunications
  • computing and software
  • banking and financial services
  • insurance
  • consulting
  • manufacturing
  • retail
  • auto
  • pharmaceutics
  • airline companies
IT/IS Management & Support Staff 
Sales & Marketing Managers 
Public institutions

speakers

  • Calin Emilian Hintea
  • Nansi Lungu
  • Diego Mateos
  • Apostolos Kemos
  • Andrei Calin
  • Georgiana Miron
  • George Suciu
  • Dan Mazilu
  • Andre Riemekasten
  • Alina Zaharia
  • Ioana Barbu

Agenda

  • 09:00

    Welcome Coffee & Networking

  • 10:00

    Opening speech

  • 10:15

    International opportunities for Romanian call centers

    Diego Mateos, Owner and CEO of Cosmos Call Center
  • 11:00

    IVR services impact on the call center performances

    Dan Mazilu, Owner, Mediatel Data
  • 11:30

    Customer Experience and beyond. Customer Journey design

    Apostolos Kemos, Sales Director for SE Europe & Israel, Genesys & Andrei Calin, Senior Consultant, Intrarom
  • 12:00

    Business Lunch & Networking

  • 13:00

    Intelligent developing of the organization: strategy, organizational culture and leadership

    Calin Hintea, Dean, College of Political, Administrative and Communication Sciences
  • 13:30

    Measuring customer satisfaction: CSAT, CES and NPS compared

    Georgiana Miron, Marketing and Communication Director, Groupama Asigurari Romania
  • 14:00

    Customer engagement in omni-channel self-service contact centers

    George Suciu, IT&C Solutions Manager, Beia Consult International and Andre Riemekasten, Channel Manager, Aspect Software
  • 14:30

    Coffee Break and networking

Event registration

Why to attend

  • It is the right time for every company to think harder about employee satisfaction and do more about it with the proper technology;
  • Only 61% of worldwide workers said they feel engaged at their jobs. Time to improve the number;
  • Discuss current and future methods of increasing employees’ performance and retention rate;
  • Gain effective tools to tailor your business communication for maximum results.;
  • Find how to overcome the biggest challenges in recruitment in 2016 market;
  • Discover the ways to balance innovative recruiting within a conservative corporate environment;
  • Access the latest information of how to use social media to ensure a successful recruitment;;
  • Learn how to grow your business through training and development programs for the employees;
  • Share relevant methods to introduce customer centric approach within HR strategies ;
  • Meet and PARTNER THE MOST IMPORTANT PLAYERS on the European customer care market.

Platinum Partner

inConcert

Supporting Partner

HT Design

Scenting Partner

InScentive

Logistic Partner

DHL

media partners

Manager.ro, Marketingportal.ro, Jurnalul de Afaceri, BanciBancomate.ro , Romania libera, 9AM