contact@market-insiders - sgs/media/local/poland/documents... · february 27th, 2014 credit &...
TRANSCRIPT
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1 2 3 4 5 Our aim is to build an
European strategic bridge.
Together, we create one
accessible contact point for
all the European BPO
players, right in the center of
Europe. This business
platform ensures fertile
ground for partnership
development and knowledge
sharing.
European BPO Forum
brings together both BPO
providers and beneficiaries,
focusing on specific needs
and customized solutions
for both parties. This way
we orchestrate a unified,
niche community,
supporting its evolution and
promoting its values and
accomplishments.
The main conference
areas that we tailored for
you are: People,
Processes & Technology.
These three key elements
cover the complexity of
this multidimensional
business environment,
with all its challenges.
Engaging partnerships.
Acknowledging
operational excellence.
Creating a BPO
knowledge exchange
center.
Maximizing multicultural
perspectives & attributes.
Business networking
& sales leads.
Brand awareness & reputation.
Access to customer insights &
international niche tendencies.
Strategic guidelines & modern
tools.
Access to best practices &
interactive learning.
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1st edition theme: The Customer Relationship Cycle.
The 2014 forum hosted top and middle management
representatives from Belgium, Austria, Romania,
Turkey, Kosovo, Germany, Poland, Czech Republic,
UK, Luxembourg, Switzerland.
Attending industries in 2014:
outsourcing, IT&C, business
consultancy, banking, automotive,
contact center, finance, transport,
media, training, energy, official
European institutions etc.
PR: 2 press releases.
Newsletter: 15.000 + international
niche business contacts.
Media: banners & articles.
Social Media: reaching over 8200
business fans on
Facebook & Linkedin.
1 Start Sponsor:
Competence Call Center.
4 Supporting Partners:
Turkcell Global Bilgi;
Aspect Software;
SGS;
Plantronics.
Over 160 online news apparitions
(take overs: PR platforms, BPO
provider platforms, business
magazines, news agencies;
dedicated articles).
8 international media partners.
Date: June 6th 2014.
Conference Venue: Studio 44
der Österreichischen Lotterien,
Rennweg 44, A-1038 Wien.
3 interactive speaking sessions, Q&A.
1 business lunch.
2 coffee & networking breaks.
12 speakers.
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Time to register for business success | Refreshments & Networking
Madalina Vilau | CEO, Marketing Insiders Group
Catalin Victor Arjoca | Minister-Counsellor, Embassy of Romania to Austria
LEADING ORGANIZATIONAL CHANGE
Stefan Arzner | International HR Manager, Raiffeisen Bank International AG
THE MANAGER WHO PREVAILED OVER THE BPO & SHARED SERVICES
FORTHCOMING CHALLENGES
Marcela Stoica | Senior Management Skills Developer, Customer Service School
Stay connected in our inspiration break | Refreshments & Networking Break
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YESTERDAY - TODAY -TOMORROW A TIME ODYSSEY FOR THE CUSTOMER CONTACT
CENTRE IN EUROPE
Vincent Vanden Bossche | General Manager, Call Communications.eu
EN 15838 - POPULAR IMPROVEMENT TOOL IN CCC SECTOR
Krzysztof Gawecki | Lead Auditor, SGS
STOP OUTSOURCING - START SMARTSOURCING
Mihaela Apostoleanu | Director EMEA Premier Support Business Operations, Oracle
Get ready for more insights | Business Lunch
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COMPANIES SHOULD GET RID OF THEIR CALL CENTRE TO IMPROVE THEIR CUSTOMER
SERVICE
Richard Kenny | EMEA Marketing Manager, Plantronics
OMNI CHANNEL CUSTOMER EXPERIENCE - CHANGE OF CONTACT CENTER ROLE AND
TECHNOLOGY
Stefan Jung | Senior Account Executive, Aspect Software
SMART BUSINESS PARTNERING BEYOND BORDERS
Elcin Yazan | International Business Development, Turkcell Global Bilgi
FROM BPO1 TO BPO2 CLIMBING UP THE VALUE CHAIN
Bogdan Herea | CEO & Founder, PITECH+PLUS
Youssef Hautier | Managing Director, Sonic+Pay
Marcela Stoica | Senior Management Skills Developer, Customer Service School.
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Very satisfied/ very important
85%
Satisfied/ important
8%
Neutral 8%
Conference Organization Evaluation
The audience rated the overall conference
organization, choosing one of the following: very
satisfied/very important, satisfied/important,
neutral, dissatisfied/not so important, very
dissatisfied/unimportant.
Note:
Most of the participants stated they would
recommend the forum to business colleagues and
friends (rates from 1 to 5).
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Conference Content Evaluation
The audience rated the conference content
(speaker presentations), choosing one of the
following: very satisfied/very important,
satisfied/important, neutral, dissatisfied/ not
so important, very dissatisfied/unimportant.
Note:
Most of the participants stated they would
recommend the forum to business colleagues
and friends (rates from 1 to 5).
Very satisfied/ important
62%
Satisfied/ important
38%
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Stefan Jung - Senior Account Executive, Aspect Software
“I think this was a great event showing different areas and insights for the current challenges within the BPO industry
across Europe. It was great to exchange actual thoughts and future strategy with counterparts across all functions
including to get new ideas for the own business”.
Daniela Croitoru - Manager Customer Care, Enel Energie Muntenia
“I’d like to congratulate the organizers for this event, the quality of the presentations and speakers’ performance met the
audience expectations. This conference gave the best framework for sharing best practices in this business, the role of
social media, especially as customers’ expectations are very high in terms of quality of services and rapidity in receiving
them “.
Krzysztof Gawecki - Lead auditor, SGS
“Thank you so much, it was an illuminating experience”.
Youssef Hautier - Managing Director, Sonic+Pay
“Execution was flawless, speakers were inspiring and guests insightful”.
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Stefan Arzner - International HR Manager, Raiffeisen Bank International AG
"The European BPO Forum in Vienna was a well organized event held in an excellent location and boasting a highly
interesting and well balanced agenda.“
Richard Kenny - EMEA Marketing Manager, Plantronics
“A really well organised event bringing together a diverse group of speakers. Great insight into the next generation of
customer interactions”
Vincent Vanden Bossche - General Manager, Call Communications.eu
“European BPO Forum edition was the first step of an ambitious initiative which we trust will grow in the following years.
The organizing team is fantastic people to work with. They showed real commitment to the event and no problem was too
big for them. I would not hesitate on recommending them to anyone! Our event was a great success due to them. I can’t
wait for the next edition of it in 2015”.
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Banners & dedicated articles:
• ECCCO
• Call Center Verband Deutschland
• Contact Center Magazine Romania
• MarketingPortal Romania
• Contact Management Magazine Switzerland
• SGS English & Polish Websites
• Adhugger Romania
• 9AM Romania
• Competence Call Center
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SM coverage (8200+):
• Enlightening
• Customer Service School Conferinte,ro
• Plantronics (LinkedIn + Twitter)
• Contact Center Magazine
• Competence Call Center
Other social media platforms:
Marketing Insiders Group
Expo Media
Romanian Contact Center Awards
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Newsletter Exposure (15.000+):
• Call Center Verband Deutschland
• Contact Center Magazine Romania
• Contact Management Magazine Switzerland
• 9AM Romania
• Competence Call Center
Regional Business Network – forum e-mailing (promo
coverage through our strategic partners):
• Germany
• Austria
• Italy
• Poland
• France
• Romania
• Turkey
Mention:
the e-mailing campaign also reached all the European
outsourcing and contact center associations and over 850
niche European outsourcing providers & beneficiaries.
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• triggering marketing greatness since 2004;
• balanced execution fees and impeccable services;
• valuable specialist team from multiple areas of
expertise;
• consumer behavior centered;
• founders of Enlightening Leadership School &
Romanian Contact Center Association;
• various, flexible and complex marketing tools -
360°strategic approach;
• ATL, BTL and TTL competences;
• strong focus on details, proactivity & results;
• part of the Stevie Awards Jury (Sales & Customer
Service Category) for several years;
• over 50 important brands in our client portfolio;
• more than 100 niche business conferences.
With constant evaluation comes progress. No second-
guesses with the future of our partners. Just facts,
solutions and outcome. Welcome to the expert group
that will get you to the leadership headlines!
Experience the new business era.
Marketing Insiders Group easily resembles a MIG:
power, speed, heights, independence, impact.
We gathered the best marketing experts, trainers,
consultants and specialists under one visionary roof,
which opens the business skies.
From idea, to execution and evaluation, M.I.G. exists
to transform simple brands into leading brands, to
create winning strategies and perceptions which
trigger business results, long term stability and
reputation.
.
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THE RIGHT BUSINESS HAPPENINGS
Local & international conferences for multiple business areas.
Experience the reputation revolution. It’s time for a different
approach, the one that takes you away from the crowd.
PASSION WITH STANDARDS
360° integrated marketing services for top brands since 2004.
See how BIG small can be, when it comes to communication
strategy & execution.
.
LEARN TOGETHER. WIN ALONE.
Customized business consulting & training services.
One simple, strategic move can turn everything around.
Access to the right information and tools gives you all you
need to get to the top.
KNOW YOUR BUSINESS
Tailored research programs for business results.
Transparency is everything in every changing business
landscape. Seeing the cracks is not only about evolution, but
about survival.
.
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March 26th, 2014
MOBILE ADVERTISING CONGRESS
April 9th - 10th, 2014
CUSTOMER CARE CONFERENCE & EXPO
April 30th, 2014 FRAUD MANAGEMENT & OPERATIONAL RISK
February 27th, 2014 CREDIT & COLLECTION
FORUM
October 1st, 2014
WORKPLACE SAFETY MANAGEMENT FORUM
November 6th, 2014
CUSTOMER LOYALTY & CRM FORUM
October 1st, 2014
ROMANIAN RETAIL CONVENTION
October, 29th 2014
MOBILE ADVERTISING MASTER CLASS
October 23rd , 2014
ENLIGHTENING 3.0.
April 10th, 2014
CONTACT CENTER AWARDS
November, 2014
ALTERNATIVE TRAINING FORUM
June 6th, 2014
EUROPEAN BPO CONVENTION
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