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When
7 Dec 2016
Starting 09:00 am
Where
Mechelen, BE
Lamot conference center

About the Contact Center Congress

The biggest Contact Center Event in Belgium


In a world of rapidly changing technologies, what will the future bring for the current contact center. Will contact center employees be replaced by contact center robots? Will the contact channels of today change? And what about the customer? Will he or she still need the contact center, or will we be facing a C2C future… all these questions and more will be answered on the 7th of December in Lamot in Mechelen by 4 impressive keynote speakers.

The 2016 Contact Center Congress marks the return of the event to Contactcentres.be. We are thankful for CCLA for raising the bar on this biggest contact center event in Belgium and we will maintain the high standard in this year’s congress.

EVENT WILL START IN

Don’t miss the biggest Contact Center event in Belgium!


4 Workshop themes

Practical solutions for you to take home to your contact center


Design & Build
If you would have a blank sheet of paper in front of you and you would have the chance to design your own brand new contact center, what would you do? How would you build it? Would you even build it? In this workshop we will use input from professionals but also from yourself to design and build the ultimate futureproof contact center...
  • Space
  • Comfort
  • Sound
  • Lights
  • Equipment
Gamification
We are working from home, we strive for absolute top flexibility, working different shifts, even having contact center employees who love to work in the weekend. So why is it that in so many cases we still stick to the old training class room. A top notch workshop on the marriage between training, learning and gamification... Let's find out how
  • No more teachers
  • Gamification
  • Training
  • Learning
  • Fun
Digital Customer Journey
Through recent years we have been embracing the concept of the customer journey throughout all of our contact center processes. In this workshop we would like to take things a step further, mapping the digital customer journey and discovering what lies ahead of us in this day and age of disruptive technologies...
  • Outside in?
  • Digital?
  • Classic channels?
  • C2C?
  • Let’s Map It
Storytelling
Not so much a workshop in its own sense, but we have decided to grant you the opportunity to learn from the best... The best practices that is... This workshop will assemble 3 to 4 different use cases from cloud contact center platforms to a detailed report of a journey into the future... Watch, listen and learn... and take the knowledge home with you...
  • Cloud
  • Silicon Valley
  • The future
  • User case
  • Inside out

Speed networking session at lunch!

A unique opportunity to expand your network and get to know new people…

Keynote speakers

We have gathered 4 of the best speakers in Belgium


FAQ

Everything you need to know about the Contact Center Congress


There are 3 parkings closeby to the Lamot Congress Center. The closest is the Q-Park Mechelen Lamot, Guldenstraat 18. Places are limited here and we willt try to keep you updated on the available parking spots. Otherwise we will direct you to 2 other parkings: Parking Hoogstraat, Ganzendries 21; Parking Kathedraal, Sint-Romboutskerkhof.

Mechelen Train Station is only a 10 minutes walk away. From Mechelen Train Station you can take the Bus. The “Centrum Pendel bus 1 (Mechelen Station – Nekkerspoel)” leaves every 30 minutes at Perron 9. The closest busstop to the Lamot is stop “Korenmarkt”.

If you have received an invitation for the Contact Center Congress from one of our sponsors, you still need to register by filling out your Promo Code received in the Invitation registration.

If you cancel before 1/11/2016 you will receive a refund of 50% of the fee. After 1/11 there will be no refunds  for cancellations. Up to 1/12 you can transfer your registration to a colleague free of charge.

You couldn’t make it or the venue is already sold out? No worries, you can still follow the Congress from a distance. We will be bringing live updates on Twitter (hashtag #CCCongress16 or follow @CCBelg).

Program schedule


Welcome

  09.00 - 10.00
  Mechelen Centraal
Coffee, tea, sandwiches, croissants, cold beverages, juices... Start networking early, meet our sponsors and come say hi!

Lunch

  12.00 - 13.30
  Mechelen Centraal
Refill your energy meter and enjoy a healthy lunch with both hot and cold food and drinks.

Speed Networking Session

  12.15-13.15
  Mechelen Centraal
A disruption from your usual conference behavior... In stead of being in the same company as always during your lunch, you are invited to take part in our speed networking session, in which you will switch tables at a regular interval.

Reception

  17.00 - 19.00
  Mechelen Centraal
Drinks are on us... Stick around to network, meet old acquaintances... Enjou yourself... and have a local beer, some bubbles or a cold beverage to your taste

Customer Journey Mapping in the digital age

  10.00 - 12.00
  Alcazar
Customer Experience has become a critical element of competitiveness, highly correlated with customer loyalty. One of the most effective tools for understanding how your customers feel about your company is the Customer Journey Map. If you don’t understand how in this digital age customers view their interactions with you, then you won’t be able to turn them into advocates. Our Customer Journey Mapping workshop helps you to pinpoint the opportunities to enhance your customer experience. This interactive workshop will be presented by customer journey experts Rachel Lane and Peter Wilson.

Build & Innovate

  10.00-12.00
  Herten Aas
Is your contact center futureproof? Which new technologies can amplify the relationship with you customers? Which tools can upgrade the efficiency of your workflow? And when you build or move your contact center what are the elements that matter the most? In this workshop professionals will provide you with all pertinent tips & tricks. Together we will use this input to design the blueprint of your ultimate futureproof contact center.

Gamification

  10.00 - 12.00
  Dijlezaal
We are working from home, we strive for absolute top flexibility, working different shifts, even having contact center employees who love to work in the weekend. So why is it that in so many cases we still stick to the old training class room. A top notch workshop on the marriage between training, learning, knowledge management and gamification... Let's find out how

Storytelling

  10.00-12.00
  Scala
Not so much a workshop but rather a sharing of knowledge and best practices from 3 story tellers, engaging you in a practical case as told by the user.
Steven Van Belleghem
Steven Van Belleghem
Partner @ nexxworks

When Digital Becomes Human

  13.30 - 14.15
  Auditorium
There is an urgent need for an extreme transformation of the customer relationship. Customers live in a world of self service, big data, customer automation and the integration of the online & offline world. If your organization fails to implement the digital relation, your future becomes very uncertain.
Hans Similon
Hans Similon
Evangelist @ No-Id

Customer Service is an attitude

  14.15 - 15.00
  Auditorium
Customer Service is not a department, it's an attitude: and with the right attitude you don't need marketing
Davy Kestens
Davy Kestens
CEO @ Sparkcentral

The future of customer service

  15.00 - 15.45
  Auditorium
Over the next decade, mobile connectivity will become ubiquitous and organizations will need to intelligently and efficiently handle the upcoming wave of related challenges. The service initiatives and customer experiences of the future will need to be powered by solutions that enable businesses to engage customers instantly wherever they are (and where they are going) and in more effortless ways.
Peter Hinssen
Peter Hinssen
Founder @ nexxworks

The day after tomorrow

  15.45 - 16.30
  Auditorium
The truly great ones, the giants, those that dictate the market are the ones who dare to envision The Day After Tomorrow. Because that is where enormous amounts of long term value lie. The ideas, concepts, notions or inspiration that focus on The Day After Tomorrow are the ones that change entire companies, industries and even the world.

1. Customer signal management

  10.00 - 10.40
  Scala
Zanna van der Aa just released her newest book: "Klantsignaalmanagement". She explains how 'customer signal management' helps companies to enhance their customer experience. She applied her 'customer signal management' method in numerous organisations. At the 'Contact Center Disruption' Congress Zanna will tell us about her experiences with the Delta Lloyd contact center.
Celine Malyster
Communication @ Callexcell

2. Silicon Valley Road Trip

  10.40 - 11.20
  Scala
Callexcell's Karin Van de Velde and Celine Malyster went on a roadtrip to Silicon Valley to discover some of the changes the future will bring. Celine reports back to us and brings us her findings on how Silicon Valley's young contact center leaders of the future look upon customer contact.
Greta Descheemaecker
Auditor @ Aspect'O

3. Certification

  11.20-12.00
  Scala
10 contact centers have received the Premium Quality Contact Center Label, a certification by Aspect'O and Contactcentres.be. Today we present you the viewpoint of the certified contact center manager and the auditor Greta De Scheemaecker. What can we do to further improve the certification? Do we cover enough quality related topics? Do we need to attach the running procedure to that of the newly developed ISO European standard (to be released in 2018)?

Event price list


Invitational

Free
  • Access to Contact Center Congress
  • Free download of Congress App
  • Choose your workshop
  • Lunch
  • 4 Keynotes
  • Networking drink
Click “Tickets”
At registration
Enter your promotional code

Members CC.BE

125
  • Access to Contact Center Congress
  • Free download of Congress App
  • Choose your workshop
  • Lunch
  • 4 Keynotes
  • Networking drink
Buy tickets via Eventbrite.
No credit card?
Scroll down to the register form.

Non-Members

250
  • Access to Contact Center Congress
  • Free download of Congress App
  • Choose your workshop
  • Lunch
  • 4 Keynotes
  • Networking drink
Buy tickets via Eventbrite.
No credit card?
Scroll down to the register form.

Registration without credit card

No credit card at your disposal? Do you depend on your company’s payment process? Register here and we will get back to you about the payment terms…


* We process using a 100% secure gateway

What Tweeps Say

Read what the previous attendees had to say !


Venue location

Lamot Congress Center, Havermarkt, Mechelen


Q Park Lamot
Right next to Lamot Center

Q Park Lamot

Guldenstraat 18, MechelenGet direction
Indigo Park Hoogstraat
2 minutes walk to Lamot

Indigo Park Hoogstraat

Ganzendries 21, MechelenGet direction
Hotel Mercure Ve
From $130 per night

Hotel Mercure Ve

Vismarkt 14, MechelenGet direction

2015 GALLERY

Pictures from previous year


Contact us


Contactcentres.be | August Reyerslaan 80 | 1060 Brussel
+32489317043
  • DATE

    7 December 2016
  • LOCATION

    Mechelen, Lamot
  • REMAINING

    200 Tickets