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Customer Care Conference Iasi

Customer Care Conference Iasi

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. 
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. The 15th edition of Customer Care Conference brings into question the selection, training and motivation of employees in contact centers to increase customer satisfaction and loyalty.

 - “70% of employees say their employer should understand them to the same degree they are expected to understand customers” (Towers Watson).  It is the companies’ challenge to develop methods to boost employees performance, motivation and engagement to increase customer satisfaction.
 - In our workplace today, Millennials represent an important and impactful share (about half of them are currently in the workforce, worldwide, from a total of 80 million). They have early promotion opportunities, and will require more training and mentoring to support them through this transition. Accordingly, innovative ways of training should be adapted to them, tailored to increase customers’ satisfaction.
 - In a fast-moving world, a major responsibility for HR Recruitment is to keep up with developing trends. The efficient recruiting process must be adapted to select the best-fitted employees to meet and exceed customers’ expectations. 

topics

  • 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;
  • Turnover and employee performance management and solutions;
  • Gaining job satisfaction and motivation through effective feedback;

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

  • Gabriel Prefac
  • Nansi Lungu
  • Dan Mazilu
  • Liliana Dobre
  • Adrian Monoranu
  • Mihaela Andronic
  Download Agenda  
  • 09:00

    Welcome Coffee & Networking

  • 10:00

    Opening speech

  • 10:10

    IVR services impact on the call center performances

    Dan Mazilu, Owner, Mediatel Data
  • 10:45

    Quality employees matter to the health of your business

    Liliana Dobre, Business Consultant – Senior Trainer, Customer Service Expert
  • 11:20

    Team performance and turnover management - Case studies in Customer Service

    Gabriel Prefac, Experienced Customer Service Manager
  • 12:00

    Business Lunch & Networking

  • 13:00

    Digital Communication - challenge or opportunity in Customer Care

    Adrian Monoranu, PhD Lecturer, at the Economics and Business Administration Faculty Al. I. Cuza University, Iasi
  • 13:35

    Smart employee engagement practices

    Mihaela Andronic, Head of Call Center, UniCredit
  • 14:10

    Millennials – a social environment perspective

    Nansi Lungu, PHD University Lector, Cognitive Science Department, Titu Maiorescu University Behavior analyst, Bitdefender
  • 15:00

    Coffee Break & Networking

Event registration

Why to attend

  • 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;  
  • Interact with experts in the field, who will share their experience.

Airline Partner

Austrian Airlines

media partners

Iasi Fun, Ziarul de Iasi, Jurnalul de Afaceri