dialogue at eye level -...

Anne SchüllerTouchpoint expert: Meeting the needs of our customers

❯ New service economy The customer as “prosumer”

❯ Using big data intelligently Optimisation of the conversion rate in the contact centre

❯ From call centre to omni-channel centre New paths to the customer

❯ Customer service that creates trust Sustaining customer loyalty and enthusiasm

❯ Customer touchpoints 360 degree service

❯ Low budget dialogue How much does good service cost?

KEYNOTES including:

Christina Gänzler Robert Bosch GmbH

Dean Polic Mammut Sports Group GmbH

Antje Karsch ENTEGA GmbH & Co. KG

Martin Sachse Nespresso Deutschland GmbH

Innovation Day 23rd February 2015Congress 24th – 25th February 2015Workshop Day 26th February 2015

Exhibition 24th – 26th February 2015

Berlin Estrel Convention Centre

Dialogue at eye level

17th international congress and exhibition for customer service, communication and call centre business

Premium-Sponsor:

Sponsors:

Cooperation partners:

CAt-Sponsors:

Main-Sponsors:

Simultaneous English Translation for our

international guests!

sgo

Text-Box

Mention the code "Guru" and get 10% discount of the congress price

www.ccw.eu www.ccw.eu

Brilliant!

Practical!

On the pulse of

the times! Enthusiastic comments about CCW 2014:

“Rousing and motivating, a dialogue with like-minded individuals.” M. Werner, ESET Deutschland GmbH

“It is always exciting to find out more about the trends in the industry.“

U. Christen, UBS AG, Zurich

“...inspiring and great for networking opportunities!” J. Wiek, Autostadt GmbH

“Another successful event! Many interesting conversations, very good talks.” H. Osterkamp, Maincom Telemarketing Services GmbH

Welcome

Welcome to the 17th CCW

Don’t miss the leading European event for the customer service and call centre industry in Berlin from 23rd to 26th February 2015. Share business ideas and industry expertise in an international setting.

• Congress: Best practice ideas from more than 50 speakers• Exhibition: More than 250 exhibitors from over 15 countries

demonstrate a huge range of products and services• Networking: Superb opportunity to establish and maintain

international high level contacts

Attend the congress as a delegate or present your own products and services in our exhibition area.

We look forward to seeing you in Berlin!

Sylke Doerr Head of Exhibition +49 6196 4722-662 [email protected]

Participant profile

2

Industries

Position

Susanne Klinger Congress Manager+49 6196 4722-654 [email protected]


Enthusiastic comments about CCW 2014:

“Rousing and motivating, a dialogue with like-minded individuals.” M. Werner, ESET Deutschland GmbH

“It is always exciting to find out more about the trends in the industry.“

U. Christen, UBS AG, Zurich

“...inspiring and great for networking opportunities!” J. Wiek, Autostadt GmbH

“Another successful event! Many interesting conversations, very good talks.” H. Osterkamp, Maincom Telemarketing Services GmbH

Welcome

1

3

8:30 Registration and welcome

9:30 Opening of CCW 2015

9:40 Pioneering: Customer care – how do we reach the customers of tomorrow?11:00 Coffee and networking break

12:30 Business lunch (buffet from 1:30 – 2:00 pm)

15:00 Social media and content marketing: Integrated strategies for new dimensions of communication16:30 Coffee and networking break

1st Congress Day Tuesday, 24th February 2015

From call centre to omni-channel centre: New paths to the customer

CAt award ceremony for the Call Centre Manager of the Year – from 17:45

Positioning – managing – shaping: Moving your contact centre towards your goals

2nd Congress Day Wednesday, 25th February 2015

9:00 Introduction to the 2nd congress day

9:15 Change management: Developing companies and employees for the future10:45 Coffee and networking break

11:15 Customer experience management: Service that inspires13:00 Business lunch (buffet from 1:00 – 2:30 pm)

14:30 Podium discussion: Legal minimum wage and the consequences for the CC industry15:30 Parallel specialist forums

Forum 1: Digital strategies in customer service Forum 2: Sustained personnel development and process optimisation 17:45 Final session in the plenum Living leadership – leading right brings success!

CCW party – from 19:00

Workshop Day Thursday, 26th February 2015

Your personal timetable for intelligent practical implementation 8:30 Registration and welcome

9:00 – 16:30 Choose two of the five workshops

Afternoon:

4

2

5

3Morning:

Dialogue in flux: 125 years of regional publishing business Visiting the newspaper Märkische Allgemeine Zeitung

Discover the Data Potential of your Contact Center Explore the role of today’s CC and identify the key value-added insights

English

Workshop

Innovation Day Monday, 23rd February 2015

Fit for the future: Smart ideas for innovative customer service 8:30 registration and welcome

9:15 – 18:15 Experience up close the innovative use of technologies and methods!

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to E

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from

from

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- or -

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from

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■ Real-time communication: From email to chat■ Dialogue in the virtual contact centre■ What does our voice reveal about us – smart voice recognition on the telephone

With live viewing! Deutsche Bank

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- or -

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Carry out the “transformation of the workplace” with the customer experience lab:Enabling you to gain new perspectives on a level playing field

Working from home as an alternative:A solution to increase the appeal of the call centre as a workplace for the long-term?

Referral marketing –the highway to new customers Distribution training with Klaus J. Fink

----

- or -

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Call centre live

viewing

The agenda at a glance




9:15 Opening of the Innovation Day

9:20 Seeing customers, understanding customers: Start-up sales of the new generation • Neuro-marketing in combination with current research findings for direct success • Profitably using facial expression, gesture and body language for you and your audience • Active sales-orientated impetus through the personal real-time analysis of the customer • Interactive exercise

Andrea Reischmann, Trainer and Speaker, REISCHMANN TRAINING, St. Wendel

10:00 Disruptive move: From email to chat • Don’t wait, chat! Win-win situation for customers and company • Interlocking of chat and online shop – flanking not cannibalising • Using chat as sales channel

Regina Lange, Head of Telesales Inhouse & Renewals, Telefónica Germany GmbH & Co. OHG, Nuremberg

10:30 Relations without media discontinuity: The paths to the digitalisation of service processes • Create perfect interfaces – simplifying web processes using the web & apps • Integrating customers into business processes easily and in real-time • Customer retention in the digital revolution

Marius Gerwinn, CEO & Co-Founder, FILEEE GMBH, Münster

11:00 Coffee & networking break

11:30 High-end working environments in the global provision of services: Strategic basis for service excellence • The peculiarities and challenges of the IT service desk at Hannover Rück SE • Process-orientated spatial design as an important factor of working efficiency • The outcome – valuable, profitable, visionary

Bettina Hische, General Manager of IT Service, Hannover Rück SE, Hanover

12:00 What our voice reveals about us: Smart voice recognition for “healthy” customer service – big data makes it possible

• The ear to the market: The voice check with actimonda • Using big data to become the health coach of the future • Revolutionary offering of services in health care management • Innovative burden screening for employees • Using artificial intelligence to recognise individual voice patterns

Harald Lavric, Revision & Organisation Director, actimonda krankenkasse and Dr. Dirk C. Gratzel, Managing Partner, Psyware GmbH, Aachen

4

Fit for future: Smart ideas for innovative customer service Innovations are your capital – not just in difficult times. At the Innovation Day you will learn about smart ideas that will shape your customer service with the future in mind. „Don’t kill ideas!“ How you securely integrate innovations into services and procedure. Experience contact centres in existential crisis that have implemented new business models and processes. Customer service in the face of extreme challenges. Our experts are looking forward to sharing their recipes for success with you!

Chair:

Rainer Wilmers, Managing Director of Sales and Customer Service, CosmosDirekt, Saarbrücken

IDEAS INSPIRATION STRATEGIES

With live viewing!

from

CAt

Innovation

winner

2014

4


CCWine & Talk – from 18:00

See out the end of the day in dialogue...

12:30 Augmented Reality – new forms of dialogue in virtual worlds • Virtual working environments – the hype of generation Y or the communication standard of the future? • How could your individual sales, consultation and training concepts for this look? • How virtual may/must customer service and consultation become in the future?

Stefan Wentzel, Senior Manager Executive of Briefing & Strategy, Avaya Deutschland GmbH, Frankfurt am Main.

13:00 Business lunch

14:00 Transfer (meeting point in the hotel lobby)

Live viewing at Deutsche Bank

Find out all about customer service and sales at Deutsche Bank. Experience innovation and corporate culture in customer contact, as well as the shaping of working processes in one of the largest in-house call centres in Berlin.

Michael Hohenbild, Managing Director, Head of Call Centre, PBC Banking Services, Deutsche Bank Privat- und Geschäftskunden AG, Berlin

Stefan Schick, Director, Member of Company Management at DB Direkt, Telefon-Servicegesellschaft der Deutschen Bank mbH, Essen 14.30 Live viewing arrival and welcome

14:45 Be inspired in Ullstein House • Call centre inbound/outbound • Handling of email and social media • Recruitment and personnel management • Qualification and professional training • Corporate health management

16:00 Coffee and innovation break

Transfer (meeting point in the hotel lobby)

16:45 Experience the bank of the future: At visit to branch Q110 • Contemporary service • Innovative – relaxed – barrier-free

17:45 Transfer to the Estrel Convention Centre

Station 2

Station 1

Ullstein House – Deutsche Bank

Branch Q110 – Deutsche Bank


English Workshop Thursday, 26th February 2015

Our special offer for our international guestsfrom 13.30 to 16.30 pmDiscover the Data Potential of your Contact CenterToday’s contact centers are rich in data. The ability to use this data to deliver transformational insight that can drive brand reputation, profitability and customer service excellence can be challenging. Few customer care operations have the tools, disciplines, mechanisms and processes to facilitate the extraction of this intelligence.

Are you looking to improve data analytics in your contact center? Is your contact center being asked to deliver customer experience intelligence? In this workshop we will explore the role of today’s contact center and identify the key value-added insights that can be drawn from your care data. We will also explore the practical-ities of extracting these insights, and define key technological and process oriented milestones.

Join us for intense hours of working the possibilities of:∙ The value-added contact center: what insights does your business demand / expect of its care operation?∙ What can you really do with traditional call center metrics?∙ Insight ‘recipes’ – capturing data point ‘ingredients’ and preparing ‘recipes’ for insight delivery ∙ Valuation and prioritization of ‘Insight’∙ Introducing ‘local’- what does the impact of your customer’s location have?∙ Getting to the root-cause: Understanding and mapping the data points required for effective problem prevention∙ Mapping knowledge management relationships – A highly collaborative workshop!

English

WorkshopDoug Overton Head of Consulting & Analysis WDS, A Xerox Company, Poole/UK

5

www.ccw.eu www.ccw.eu6



9:30 Opening of CCW 2015

Forward-looking: Customer care – how do we reach the customers of tomorrow? 9:40 From customer to fan – inspiring people! • Quality and performance are no longer sufficient – customers want to be inspired! • Inspiration – a game of strategy with expectations • Between laughing and crying in the customer relationship: The vast ocean of boredom • How you emote and retain customers even more purposefully

Paul Johannes Baumgartner, Smart Selling Expert, Speaker, Publicist, Managing Director, PJB Kommunikation, Munich

10:30 World class service: How AIDA networks its call centre with the new digital world • Customer dialogue at the same wave length – evoking emotions and inspiring the customer • The blurring of lines between distribution channels – new demands of systems solutions and requirement profiles of employees in the

contact centre • Intelligent IT solutions – seamless transition between the digital world and the CC agent • From the anonymous website to the personal customer conversation

Wolfhart Krischke, Managing Director, Interactive Intelligence GmbH, Frankfurt am Main and Thomas Pfitzer, Chief Technology Officer/Vice President, Costa Group (Aida Cruises and Costa Crociere), Genoa, Italy

11:00 Coffee break – time for networking, communication and visiting the exhibition

11:30 Customer service as an integral component of a sustainability strategy • To what extent must an integrated corporate strategy be reflected in customer communication? • Selected tools and methods for sustainable customer service • Compatibility of qualitative and economic objectives

Antje Karsch, Customer Dialogue Director, ENTEGA GmbH & Co. KG, Mainz

12:00 Emotions in customer service: How much may a good marketing strategy cost? • Creating inspiration: how customers become committed patrons • The truly social network – digital points of contact that connect people • How a non-profit company generates real profit

Christoph Waffenschmidt, Chair of the Executive Board, World Vision Deutschland e.V., Friedrichsdorf

12:30 Business lunch – time for networking, communication and visiting the exhibition

14:00 Big data – smart analytics: How you tame floods of data and optimise business processes in customer contact

• Transform data in value: Recognising the hidden potential of data and engaging it intelligently in customer dialogue • How Ströer successfully implements the transition to digitalisation in the media landscape • Data specification on the web: Using synergy effects – enabling you to reach your customers with even greater purpose • The customer online – user-centric optimisation via qualitative real-time analysis

Pablo Metz, Founder and Managing Director, mbr targeting (Ströer Digital Group), Berlin

From call centre to omni-channel centre: New paths to the customer

Chair:

Verena Fink, Director of Customer Focus, QVC Deutschland Inc. & Co. KG, Düsseldorf

Robert Sluka, Call Centre Director, ÖBB-Personenverkehr AG, Deputy Chairman, CallCenterForum.at, Vienna

from


14:30 Offline wholesale goes online retail: The successful path to online retail

• From stationary retail to top online shop – how to implement successfully?

• Best practices and innovative features

• Business insights: Mobile, payment, multi-channel

Nicolas Speeck, Managing Director, CBR eCommerce GmbH (Street One/Cecil), Celle

Social media and content marketing: Integrated strategies for new dimensions of communication

15:00 Successfully initiated social media strategy – a dialogue with experts of the Bosch Bob Community

• Concept and history

• In constant dialogue with users

• Customer retention in the Bosch Bob Community

• Social media community as a B2B referral platform

Christina Gänzler, Director of Brand Management for Europe & Asia Pacific Professional Power Tools Industrialised Markets,

Robert Bosch GmbH Power Tools, Leinfelden-Echterdingen

15:45 How digital infrastructure creates seamless customer communication!

• Social media apps in customer service – connecting digital shop and store concept

• The hybrid customer – from “either or” to “both as well as”

• Changes in media usage behaviour

• Augmented reality – emotional perceptibility of brands, products and lifestyle

Dean Polic, Head of Marketing Germany, Mammut Sports Group GmbH, Wolfertschwenden and

Dominik Heinrich, Creative Director of Innovation, MRM//McCANN GmbH a citizen of McCANN Worldgoup, Frankfurt am Main

16:30 Coffee and tea break – time for networking, communication and visiting the exhibition

17:00 Touchpoint management: Meeting the needs of our customers

• The old and new “moments of truth”

• The customer in online-offline touchpoint mix

• How does that impact on the suppliers of today

Anne M. Schüller, Management Thinker and Bestselling Author, Munich

7

And the winner is – the CAt Award Ceremony 2015 CAt award ceremony for the Call Centre Manager of the Year from Germany, Austria and Switzerland

Presentation:

Simone Fojut, Chief Editor, Call Centre Expert, Wiesbaden

17:50 The top performers - world class and up close!

19:00 Celebrate the end of the first congress day with get-together and flying buffet

Our VIP package for congress visitors: ✔ Free WiFi access ✔ VIP lounge ✔ Unwind – relax – network

exclusive


www.ccw.eu www.ccw.eu8


9:00 Introduction to the 2nd congress day

Change management: Sustainably developing the company and employees 9:15 Brand ambassador in customer service – Corporate identity as an approach to employee retention • Controlling customer service experiences using corporate behaviour • Training employees to become brand heroes and integrating them in the company • Freedom or boundaries – Corporate communication in individual service communication

Kai Loddenkemper, Head of Customer Care, Immobilien Scout GmbH, Berlin

9:45 How will outsourcing look in the future? An integrated strategy for standardisation and long-term quality improvement

• Sustainably developing strategic partnerships • End-to-end service – more responsibility via integrated process development and achievement of goals • Challenges of the implementation phase

Dirk Moritz, Managing Board of Operations Customer Care, 1&1 Telecommunication AG, Montabaur

10:15 When knowledge retires: Structured knowledge transfer • The systematic transfer of knowledge – successfully enabling qualified staff turnover • Culture of learning in the company: Experience-based knowledge – behaviour – blunders • The employee as an individual: Shaping orientation periods more effectively

Lutz Lütkenhöner, Personnel Development of Company in Germany, Deutsche Post DHL, Bonn


Customer experience management: Service that inspires11:15 Discover business solutions – from the product to added value! • The added value of the customer – Nespresso coffee as a profit earner • Proactive service with neslink – reaching the customer via Bluetooth • Progress based on information

Martin Sachse, Commercial Director of B2B, Nespresso Deutschland GmbH, Düsseldorf

12:00 How the Austrian national railway makes its service audible – an integrated concept using multi-sensory brand perception

• Corporate voice as part of corporate brand strategy • Audio marketing – more than just jingles • The success factor of sound

Dr. Kristin Hanusch-Linser, Head of Corporate Communication, ÖBB-Holding AG, Vienna

12:30 Innovative thinking in healthcare • Smart partnerships – new ways of interacting with suppliers and patients • Innovative solution finding and idea development: Culture change via the innovation lab • The quality-gate-service concept • The person as an individual: Birds of a feather flock together – how you analyse and communicate needs more precisely

Stefan Herzberg, Executive Advisor to the Board of FH, Florida Hospital Innovation Lab, former Chief Executive Officer of Business Development, General Electric, Orlando, Florida

13:00 Business lunch – time for networking, communication and visiting the exhibition

Positioning – managing – shaping: Moving your contact centre towards your goals

Chair:

Verena Fink, Director of Customer Focus, QVC Deutschland Inc. & Co. KG, Düsseldorf

Robert Sluka, Call Centre Director, ÖBB-Personenverkehr AG, Deputy Chairman, CallCenterForum.at, Vienna

from


Chair:Kai-Mario Abel Managing Partner, DIALOGMINDS GmbH & Co. KG, Frankfurt am Main

15:30 After social media comes social sharing – the services sector in the digital age

∙ The sharing economy – the next big trend? ∙ When giants and dwarfs get together: Swisscom cooper-

ates with the start-up Mila ∙ Applying sharing economy principles to

optimise customer service Manuel Grenacher, Managing Director and Founder,

Mila Europe GmbH, Berlin and Lukas Peter, Innovation Manager, Swisscom AG, Zurich

16:30 Social Media and law - what to consider in dialogue with today’s customers

∙ Copyright law and the right to one’s own image ∙ The imprint and data protection ∙ Particulars relating to work and competition law

in the use of social media Christian Solmecke, Lawyer, Cologne

17:15 360 degrees of customer service: Are you still calling or are you communicating already?

∙ Where does your contact centre stand today? – the interactive check for your customer service

∙ Love at first click – the journey of the customer and how you can leave a good impression

∙ Best practice – the specific use of integrating digital channels

Friedbert Schuh, VP Sales and General Manager The region of Germany, Austria and Switzerland, Genesys, Munich

Chair: Markus Rebitzky

Managing Director, Maincom Telemarketing Services GmbH (F.A.Z. Group), Frankfurt am Main

15:30 Customer experience technology – what opportunities does the service cloud offer?

∙ Multi-channel management – design freedom, flexibility and cost efficiency, how does that work?

∙ Queue optimisation – technical solutions for greater customer satisfaction

∙ Mobile apps – better service, call avoidance & intelligent routing with service apps

Martin Wild, Managing Board, sogedes AG, Mannheim

16:30 How the hare becomes the tortoise and what the young hare learns: The path from management to management personality

∙ Why management fails – the false rivalry between company success and fair relationships

∙ The powwer of trust – how competence, reliability and suitability succeed

∙ Work life balance – can that even be achieved? – The power of integration

Ulf D. Posè, Coach, Management and Sales Trainer, President of Akademie des Senats der Wirtschaft e.V., Bonn

17:15 Multi-dimensional remuneration models – motivators in the change of time

∙ Performance key figures in the CC – increasing transparency and measurability

∙ Creating individual target agreements and long-term performance incentives

∙ Successful implementation of the model Stanislav Vrcan, Group Director of Inbound,

DIREKTE Service Management GmbH, Stuttgart

9

17:45 Living leadership – right leading for success! • People need role models – how you consciously exemplify leadership • Value creation is based on value appreciation – motivating and unifying employees behind each other • How you create a sustainable culture of trust and secure the success of the company

Peter Baumgartner, Author & Leadership Expert, Gmunden am Traunsee, Austria

18:45 End of the 2nd congress day

14:30 Podium discussion: The legal minimum wage and the consequences for the CC industry Presentation: Kai-Werner Fajga, Managing Director, telepublic GmbH & Co. Medien KG, Hanover

Anette Kramme, Parliamentary State Secretary Bundesministerium für Arbeit und Soziales (Federal Ministry for Labour and Social Affairs), Berlin Harry Wassermann, Chair of the Executive Board, SNT Deutschland AG, Potsdam Ulf D. Posè, President of Akademie des Senats der Wirtschaft e.V. and former President of Ethikverband der Deutschen Wirtschaft e.V., Bonn Christian Butzin, Vice President of Operation Support, Unity Media Kabel BW GmbH, Bochum Thomas Schmidt, Chair of the Management Board, ENTEGA GmbH & Co. KG, Darmstadt

15:30 – 17:45 Parallel expert forums

Meeting, networking and entertainment – the CCW Party 2015from 19:00 – like every year, this party is not to be missed!

1st specialist

forum

Digital strategies in customer service Sustainable personnel development and process optimisation


2nd specialist

forum

The ear

to the market!


The exhibition 24th – 26th February 2015

Innovation, information & networking

Dear visitors,

the pressure for companies to innovate is increasing, new technologies are changing service policy and – perhaps more importantly – customers have become significantly more demanding with their expectations.

You have to face these challenges and respond to the change with new, innovative concepts and services. One of the most important places for an all-embracing overview is, of course, the CCW – as international, leading trade fair for customer communication and call centres, it is the platform for the customer service trends and concepts of tomorrow.

Be there when companies from all relevant industries come together and present the latest products and solutions!

Look forward to 250 international exhibitors, a great range of exciting content, as well as to discussing ideas, networking and making valuable new contacts.

We look forward to meeting you!

www.ccw.eu10

The exhibition

Stay tuned:

Why you should take part – comments from visitors in 2014:

“I have had some profound conversations, taking home new innovations and inspiration, too.“ Jörg Buchty, AachenMünchener Versicherung AG

“A compact congress and exhibition, now more than just the call centre. It encompasses UC through to ACD and the design of processes.” Christian Lehmann, DVPT e.V.

“A very successful event.” Hartmut Osterkamp, Maincom Telemarketing Services GmbH

“The industry highlight par excellence. It is always interesting to see what is new.“ Detlef Bonner, intelligent administration

“A fascinating experience with inspiring insights into the very specific work of commercial telephony.“ Christian Weisker, EKD – Evangelical Church in Germany

“Very well organised and professionally executed. Keep it up; I’m looking forward to next year!“ Daniel Krabbe, Dotzlaff Consulting GmbH

Knowledge presented concisely

An extensive programme awaits you in both exhibition forums in hall 3 and hall 4 on all the exhibition days. Here, market leading companies present their innovations, give practical tips and show, using examples, how you can optimise your customer service.

Innovative products, new service concepts – the complete industry know-how presented concisely for you.

Exhibition forums

TeleTalk-Demoforum

The quickest comparison

High information density and an optimal overview of suppliers in ten minute intervals – the TeleTalk-Demoforum offers a direct comparison to topics that keep the software world in motion. Under the moderation of the TeleTalk editorial team, leading suppliers present the effectiveness of their products.

The following topics are on the agenda:

• Complete solutions• Quality and workforce management• Self-service / automation • Email, SMS and chat

• Cloud services • Social media• Future customer service


www.ccw.eu 11

Customer touchpoints Live

How does multi-channel customer communication work in practice?

This year the LiveCallCenterdesign by HCD proves itself with the live partner Würth TeleServices GmbH & Co. KG (WTS). Experience how WTS makes customer dialogue a consistent dialogue experience across all communication channels. WTS is a company of the Würth Group, the world market leaders for fixture and mounting technology.

In well-lit hall 5, a future-proof contact centre emerges with a sophisticated layout and use of suitable software and hardware.

LiveCallCenter

Knowledge on the move

The exhibition reflects the whole variety of the industry. So where to begin in order to give an overview? We offer you the perfect introduction to industry topics with our guided tours.

Follow our expert guides and perhaps get one or two insider tips along the way.

Tours are planned for the following topics:

• Quality management• Social media• Unified communications

• Call centre service providers• Tour for international guests • Tour for trainees (on the 3rd day)

Guided Tours

Stay tuned:


The exhibition

Talent in competition

We are looking for the best! At the CCW, aspiring sales representatives and service personnel for dialogue marketing enter the competition and show what they are made of.

Meanwhile, more than 120 trainees with the most creative ideas compete for one of the coveted places. That is because only the 20 best are invited to the competition in Berlin each training year. With lots of dedication, fun and incredible expertise, the young professionals take part in the competition, the winner of which is rewarded with attractive prizes.

Youn

g Pr

ofes

sion

als

The networking zones of the exhibition

Along with all the information and impressions you can gather at the exhibition, there also have to be places where you can pause and take a break. With the meet & seat areas we have set up such zones for you.

Here you’ll find space to reenergise, plan further meetings and, of course, also to network and continue conversations.

mee

t & s

eat a

reas

New

com

er B

oule

vard Start-ups and specialists

In order to show the whole spectrum of the industry, we want to present more than just the market leaders. A wide range of small companies and start-ups await with innovations that could soon revolutionise the industry.

With the Newcomer Boulevard we have created an inspiring venue for these companies. In hall 3, trendsetters demonstrate the potential of their solutions and present their ideas and visions to the market.

Web

inar

s

Informed earlier

Are you already looking for information and innovation in advance of the CCW? Use our exclusive webinar offering before and after the exhibition. Easy and online, saving time and travel expenses. We provide you information to your computer – concisely, quickly and up-to-date.

In December the CCW webinar series begins, from and with

www.ccw.eu

• dtms converting communication GmbH• eGain Deutschland GmbH• D+S communication center GmbH• Telekom Deutschland GmbH

• Genesys Telecommunication Laboratories GmbH

• CreaLog GmbH



It is worth the visit! The CCW is the highlight of the year for all decision makers in the contact centre sector. 93% of visitors and exhibitors rated this year’s event as very good and good respectively. Be there when the 17th CCW invites you back to Berlin in February this coming year – it’ll be worth it.

As the largest exhibition for customer service and communication in Europe, the CCW offers a variety of options for all service and solution providers in the industry. Enabling you to present yourselves adequately to the professional audience.

Newcomers:You can take your first steps in the world of the CCW exhibition at Newcomer Boulevard. A complete package with everything you need at a small price offers you the perfect start for your exhibition.

Exhibitors:Choose from various stand sizes: exhibition stands from 6sqm to 30sqm are available and stands with ready-erected modular displays are available upon request. Further-more, you can also call on exclusive extra services to enhance your exhibition stand even further.

Sponsor:No one will get past you this way. Individual sponsoring packages offer an exclusive appearance at the exhibition, which is guaranteed to be noticed by all visitors. We are happy to help you make a lasting impression.

Use the opportunity now and plan your appearance at the CCW 2015!

All information regarding the services offered and prices can be received upon request. We look forward to hearing from you!

www.ccw.euwww.ccw.eu

Sylke DörrHead of ExhibitionTel.: + 49 6196 4722-662Email: [email protected]

Carsten Langensiepen Team Leader Sales Tel.: + 49 6196 4722-607Email: [email protected]

This is why you should exhibit – comments from exhibitors in 2014:

13

“It continues to be the industry meeting point.”

Unify

“Keep it up.”

“Very valuable contacts at our

exhibition stand.” Sikom Software

“A really good

exhibition, lots of

qualified leads.”

Interactive Intelligence“The ideal platform

for presenting

the new aspect.”

aspect Software

“CCW 2014 was a good step towards modernisation.”

Enghouse Interactive

“A classic – the meeting point

for the industry.” BSI


Guide – Exhibition and Congress at a glance

Highlights 2015

EXHIBITION(Halls 1-5)

✔ Extensive The whole spectrum of customer dialogue topics compactly

found in one place. 250 national and international exhibitors present innovations and new features for their business of tomorrow.

✔ Interactive Make contacts, network and exchange what is new – at the

exhibition stands, in the meet & seat areas or also at lunch or at the party. And you are right in the middle of it all.

✔ Live Customer touchpoints live – Germany’s traditional company,

Würth TeleServices, demonstrates in the LiveCallCenter the full array of multi-channel telephony.

✔ Informative Webinars, talks in the exhibition forums, product compari-

sons in the TeleTalk-Demoforum and Guided Tours – at the CCW you are guaranteed to find the right information format.

✔ Innovative Not only do the large companies present their

innovations. The newcomers of today are perhaps the market leaders of tomorrow and naturally present at the CCW.

CONGRESS (Estrel Saal)

✔ Innovative New business models and innovative ideas for the

customer service of the future.

✔ Individual Your personal roadmap through the CC world.

✔ Communicative Networking as equals. Exchange ideas

with industry experts.

❮ Practical Successful strategies and concepts on the pulse of the times.

✔ Exclusive As a congress visitor, you can enjoy the benefits of free Wi-Fi

access and exclusive access to our VIP lounge during the congress and exhibition. Use the opportunity to reenergise and relax.

CCW app:✔ Connected What is happening when and where at CCW? Follow us on your favourite

channel and keep up to date with all the latest goings on:

HALL 2HALL 2.1

HALL 1

HALL 3

HALL 4

HAL

L 5

CONGRESSEstrel hall

VIP-Lounge

❮

Exhibition entrance❮

Hotel-Lobby

❮

Congress entrance

www.ccw.eu


Data protection noticeManagement Circle AG and its suppliers (e.g. Lettershops) will use the information collected at the time of registration to provide services and to send you information by post regarding further training opportunities from Management Circle Group partner companies. We also keep our customers informed by telephone and email about our interesting range of training opportunities, which are similar to those you have already participated in. You can of course object to or withdraw the consent for your data to be used for advertising purposes at any time by contacting: Management Circle AG, PO Box 56 29, 65731 Eschborn, at [email protected], or by telephone at +49 6196 4722-500.

02-77555/02-8017/02-77556

Event locationEstrel Convention Centre Sonnenallee 225, 12057 Berlin Tel: + 49 30 6831-0 Fax: + 49 30 6831-2345 www.estrel.com

Booking accommodationA limited number of rooms are available for participants at the congress hotel at a special reduced rate. Please make the reservation directly with the hotel in good time, making sure to mention CCW when booking.

Terms of registrationYou will receive confirmation of your registration and an invoice following your registration. The cost of participation for the two day congress, including business lunches, refreshments, documentation and entry to both evening events, is € 2,095. The participation fee for three-day bookings (Innovation Day + Congress or Congress + Workshops) is € 2,790. The cost for the whole four-day CCW 2015 (Innovation Day + Congress + Workshops) is € 3,385. The participation fee for one day (Innovation Day or Workshops) is € 1,295. Booking cancellations can be made free of charge up to two weeks prior to the event. Cancellations made after this date, or failure to attend will be charged at the full participation fee. Cancellations must- be made in writing. It is of course possible to send another person to represent the registered participant. All quoted prices are exclusive of VAT.

Please send me/us❑ Information about exhibition and sponsoring opportunities❑ Information about visiting the exhibition❑ Information about the CAt-Award

Your registrationby Fax: + 49 6196 4722-999or: [email protected]

If undeliverable, please return to 69906 Mannheim

M/A

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Registration/customer serviceTelephone: + 49 6196 4722-700Fax: + 49 6196 4722-999Email: [email protected]: www.ccw.eu/anmeldungPostal address: Management Circle AG P.O Box 56 29, 65731 Eschborn/Ts.Switchboard: + 49 6196 4722-0

Register online here! www.ccw.eu

✔ Yes, I (we) will take part:

❏ 23rd – 26th February 2015 – Complete Package CCW 2015

❏ 23rd February 2015 – Innovation Day

❏ 24th – 25th February 2015 – Congress

❏ 26th February 2015 – Workshop Day

Surname/First name

Position/Department

Surname/First name

Position/Department

Surname/First name

Position/Department 10% DISCOUNT FROM THE 3RD PARTICIPANT

Firm

Street/P.O. Box

Post-code/Town

Telephone/Fax

Email

Date Signature

Contact person in the administration office

Please send confirmation of registration to the Department

Please send the invoice to Department

No. of employees: ❍ BIS 100 ❍ 100 – 200 ❍ 200 – 500 ❍ 500 –1000 ❍ ÜBER 1000

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Mention the code "Guru" and get 10% discount of the congress price!

dialogue at eye level -...

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