Morning: Meet – Learn – Work – Play
9:00 – 10:30
Coffee will be ready! Check out our sponsors, meet up with customer contact professionals, take a look around at Technopolis expo or get some work done. Doors will be open at 9am, we’re starting at 10.30 sharp.
10:30 – 10:45
Opening – by Céline Malyster
A short introduction to the cases of the morning schedule. You’ll be able to pick two cases of your choice.
10:45 – 11:15
Main hall & Kegel
The road to empowering your teams
For the last three years, Lieve Huygens, contact center manager at Carglass, has been working towards empowerment of the contact center. She thought it would be a wonderful trip for her department and employees, but it turned out to be a challenge in growth for herself and her team of coaches.
Lieve takes you on her trip, pointing out all the trial and error she went through. She’ll show you how the surface current became the undercurrent; the invisible becoming more important than the visible. She’ll explain how the road to a selforganising organisation influences everything around you, your leadership team, the agents, company structures, HR, training and much more.
11:30 – 12:00
main hall & kegel
Scout & Skill
The search for talent and the continuous development of this talent is an interesting challenge. The digitalisation of our sector reinforces this even more.
Katrien Lenaerts, COO of Callexcell, show you her process of scouting and training the skills of employees at Callexcell. Preparing people for a role in customer contact and employing them in a durable way is investing in personal growth and development.
Our sector is evolving and new initiatives to scout talent arise. Opportunities and career paths in the customer contact center world are plenty! In this break-out session Katrien will show you all the news when it comes to Scout and Skill.
Afternoon: inspire – celebrate
14:00 - 14:10
Introduction by Céline Malyster
14:10 - 14:50
Peter De Keyzer
Growth makes you happy!
15:00 - 15:40
Isabel De Clercq
15:50 - 16:15
Coffee & cookies!
16:15 - 16:50
Greatness begins beyond your comfort zone.
17:00 - 17:45
Celebrating powerful customer contact.
17:45 - ...
With lots of yummy treats.