|Date||March 24 2009 (1:00pm – 4:00pm)|
|Venue||76 Portland Place, London, United Kingdom|
|Duration||About 3 hours|
About the event
Due to client demand, and with many organisations focusing on Retention, Customer Experience and Customer Service, Econsultancy is running it’s second, 'client only', Online Customer Service (OCS) FORUM on 24th March 13:00 – 1600 in London.
The event is free to those attending for the first time. It's for a select group of clients, working across diferent sectors, there will be no journalists, agencies or suppliers present.
You’ll have the chance to meet peers responsible for Online Customer Service, with whom you can share your views, on topics set out in the agenda below.
We already have a number of seats allocated and we are limited to 20 seats total, so respond ASAP if you’d like to attend.
What does it cost?
If you’re attending for the first time, this session is free.
13:00 - 13.15 Coffee
13.15 - 13.45 Welcome and introductions
* Attendee intro's - Name, role, organisation
* Aims of the Forum
* Quick review from last forum - Review our last kick off session where we discussed “the aim of Online Customer Services”, the case study and the topic deep dive of “Migrating customers to online services/self service”
13.45 - 14.15 Managing structure & resourcing – ‘OCS Challenges’
‘Structure of the OCS team’
* How is OCS resourced to get things done & what key capabilities are in-house vs outsourced, getting the right staff etc
14.15 - 14.45 Attendee case study
* Approach, aims, barriers and successes. One company presents supported by discussion from other attendees on a specific subject/topic within Online customer service.
14.45 - 15.30 Topic deep dive
The Integration of Online Customer Services
* How do you/what are your objectives with OCS and integration in your organisation? - How do you structure, what impact does it have, what tools do you use etc.
* How are you dealing with Customer/User feedback. What are the touchpoints and how do you deal with different types of customer requests?
* Do you systematically collect customer feedback on satisfaction and do you rate it at all?
* Advocacy. Do you systematically collect customer feedback of recommendations Approach – this advocacy based measure is the Net Promoter Score (NPS)
* How do you determine the drivers of customer satisfaction and/or advovacy?
* How do you pro-actively review customer comments on third-party social networks forums and/or your own forum?
* Do your customer service representatives have access to web purchase history or response figs to web / email campaigns.
15.30 - 16.00 Round-up and close
* What did we get out of today?
* Feedback and any other questions/requests and suggestion for future topics and presentations
* Close agenda, Coffee and Networking with peers
16.00 - 16.30 Coffee and networking amongst peers
Who should attend?
Those involved in managing Customer Service (this session focused toward online) within their organisation and want to understand what issues, resolutions and trends exist in their and other verticals.
If you’re attending for the first time, this session is free. Thereafter the fee is £395 excl. VAT
Peter Abraham or John Horsley