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Copyright Intersoft
07.02.2019 - Ilinca Hoinic

Who to watch out at the CCW Berlin conference

Besides being an incredible trade show where you can have access to the newest technology in the customer dialogue business, CCW 2019 will also hold a conference to remember this year.

Lasting for four days, the CCW 2019 conference will cover topics such as:

     - Customer experience: how customers are individually accompanied;
     - Communication in real time: live support without media disruption;
     - Digital transformation: artificial intelligence & chatbots as a driving force;
     - New tasks in customer dialogue: requirements for a new generation of employees;
     - Predictive analytics: smart data as the key to customer satisfaction;
     - New ways to reach customers: from the call center to the omni-channel center.

In an event that will be more than a forum for dialogue, discussion and exchanging experience, the primary keynote speakers to watch out for are Gabor Steingart (Journalist and author), Frauke Riva (K+S AG), Martin Krämer (DATEV eG), Dr. Melanie Kramp (CosmosDirekt) and Andrea Pernkopf (Lufthansa Group).

What to expect:

     - 8200 visitors
     - 270 exhibitors
     - 120 lectures
     - 4 days of conference
     - International speakers from companies such as: Booking.com, Canon, Daimler AG, Deutsche Post AG, Ikea, Lufthansa Group, Zalando and more.
     - Interactive presentations.

What to attend:

Innovation day, Monday 18.02.2019

Disrupt yourself & your business:

     - 09:05 am: Keynote speech by Sven Göth - Director of Inspire & Disruptive Programs at 2B AHEAD ThinkTank GMBH, who will be pointing out what innovations are driving the change in customer needs, which customer values undergo a radical change as a result of digitalisation and how to manage and keep customers successfully while winning them over.
     - 02:15 pm: Parallel live tours held by ERGO, IKEA and Booking.com.

1st Conference day, Tuesday 20.02.2019

The digital future in customer service:

     - 09:30 am: keynote speech held by Gabor Steingart (Journalist and author) on subjects such as the inconvenient truth, Germany 4.0, America the attacker state and what needs to be done right now in terms of transformation.
     - 06:00 pm: the CAT audience award followed by the CAT award ceremony where service and contact center managers who have successfully implemented a selected project together with their team will be awarded for their great work.

2nd Conference day, Wednesday 20.02.2019

Values, qualifications and leadership in the age of digital transformation:

     - 09:00 am: keynote speech held by Vince Ebert (Cabaret artist, physicist, author and presenter) who will be talking about whether we are facing or not a revolution in our everyday working life, the importance of imagination and creativity for our future viability, as well as about the fun and encouragement in the times of digital hysteria.
     - 05:15 pm: panel discussion - “Artificial intelligence meets customer services” held by Dr. Stefan Ebner (Google Germany), Dr. Wolfgang Hildesheim (IBM), , Andreas Klug (Chairman of the working team “AI”), Nora Möbus (Nestle Deutschland AG) and Dr. Sebastian Wieczorek (member of the Enquete-Kommission “KI”).
     - 07:00 pm: The CCW legendary party!

Inspiration day, Thursday 21.02.2019

Artificial intelligence meets customer service

     - 09:00 am: “Getting AI ready” with the help of Dr. Mikio Braun, AI architect for Search & Personalization at Zalando, Berlin. With an extensive experience in machine learning, kernel methods, feature extraction and open source software, Mikio Braun has been gathering numerous insights about the Search and Recommendation field by working for Zalando firstly as a Delivery Lead and then as Principal Researcher. During his talk, he will discuss subjects such as AI as a technology of the future, the right infrastructure for AI and how AI is changing teamwork and development.
     - 10:00 am: Business speed dating, a real occasion of getting to know the renowned speakers attending the conference.
     - 04:30 pm: keynote speech held by Prof. Dr. Alexander Brink (Professor of Business Ethics at the University of Bayreuth) on Ethics and AI. The professor will be talking about AI and digitalisation, how to position your company’s values in the digital world and how to go from the ocean of functionalities to the blue ocean of values.

Keep in mind that during this four day event, innovation will be everywhere and you will have numerous occasions of learning insightful information that can change the way you do your work.

Also, since CCW is also a place of professional socialization and engagement, we think we should meet up there. Book a meeting with our team at: https://bit.ly/2ANyC1i) and let’s get to know each other!

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Copyright Intersoft
04.02.2019 - Ilinca Hoinic

A guide for a CCW Berlin 2019 to remember

Every year, CCW Berlin gathers together industry professionals who are interested in innovating customer dialogue, who want to showcase their solutions and who want to know more about the way digitalisation is changing the industry.

Whether you are managing, working or just interested in call centers businesses, you are guaranteed to find exhibitors, solutions or workshops at CCW that will offer you valuable insights.

Here’s what to expect from this year’s show!

5 reasons why you shouldn’t miss this year’s event

     1. CCW is turning 21!
     2. More than 270 exhibiting companies & 8000+ visitors will be attending.
     3. 3 days of conferences, trade show exhibitions, workshops & more.
     4. Incredible networking opportunities (meet the Intersoft team by scheduling a meeting at the following link - https://bit.ly/2ANyC1i).
     5. Great opportunity of keeping up with the industry trends and growing as a customer dialogue professional.

The trade show

On its 21st birthday, the trade show will gather 270 exhibiting companies and more than 8000 visitors in a 360 demo`nstration of numerous innovative solutions during special workshops and gatherings, at the stands and at every corner of the venue.

Here’s what to keep an eye for at the CCW Berlin trade show:

Future camp: Fresh up!

Startups are always companies to keep an eye on. With fresh ideas and a hunger for innovation, the CCW Berlin startups will present their work and will open a door towards the technology of the future.

But that’s not all! On February 21st, during the Future Camp Pitch Battle, a few daring startups will have the opportunity of presenting their USP during a 7 minute pitch and enter the competition to win the Future Camp Award 2019.

Young professionals

As believers in including innovation into the lives of youngsters in order to form highly qualified professionals from an early age, we suggest you keep an eye on the young talents of customer dialogue that will showcase their skills at CCW.

The Young Professional competition will be open for experts from fields such as marketing, customer care & more and will conclude with a competition day between the top 20 professionals.

Guided tours

Have you ever wondered how would it be to have a custom trade show experience? Tailored on your specific needs? Take a guided tour at CCW and find out for yourself!

Learn from industry professionals while wandering around the venue and find exactly the kind of info you are looking for & more!

Tradeshow forum

During the 3 days of the show, some of the best companies from the industry will offer you exclusive insights about how they do their magic. Halls 2 and 3 from the venue will hold these special presentations where you will be able to find out more about the customer service of tomorrow.

Click here to find out more about the schedule!

Live Call Center

It’s not enough to just dream about the call centers of the future, you should try to experience one on your own too! Luckily, at CCW Berlin 2019, you will have the opportunity of taking part of unique experience inside the Live Call Center where you will able to test how AI, cognitive computing and other cutting edge technologies can change the customer dialogue field.

Teletalk demo forum

Try the newest technologies at the trade show and decide which one is the best for you by attending the live product comparison. Each of the showcasers will have 10 minutes to show how their solutions work and convince you to use their tech.

By the end of the demo forum you will have gathered enough data to have a correct overview of the industry’s performance capabilities.

Speaker’s forum

Stay connected to what is happening in the industry on a global level by attending the Speaker’s forum. Here you will be able to exchange good practices with other english-speaking professionals and learn from the masters of the call center industry.

CAT-awards

All trade show visitors are invited to entry the CAT-awards and get a chance of showcasing their innovative work. Contact center managers who successfully implemented projects on subjects such as: realization of an exceptional HR development concept, the development of a successful HR marketing project, comprehensive restructuring measures and quality measures, will have the chance to win the most important and respected award from the industry.

The Conference

Keeping up with the trends of the customer dialogue industry helps us, as professionals in the field, learn how to do our work better, more efficiently and last but not least with increasing passion.

During the CCW Berlin conference, we will benefit from the utmost experience where we’ll get inspired by over 40 speakers from the industry who will share with us their best practices, their challenges and the way overcame each and every test they came upon in their activity.

Subjects such as AI, digital disruption, future-proof human resource development, cognitive computing and many more will be covered!

Click here and find out more about the Conference’s schedule.

The Venue

CCW Berlin will be held at one of Berlin’s most popular congress venues - the Estrel Congress Center, located on 225 Sonnenallee Street, in Berlin, Germany.

The whole location has a full capacity of over 10000 visitors spread into numerous halls that can be fully customized in order to fit the exhibitor’s needs. Whether you reserved a booth or not, in this venue you will find a perfect place for you to carry on with your activities.

Click here to browse through this year’s CCW Berlin map.

The City

How to get around Berlin

Being the capital of Germany, Berlin is a highly connected city, with numerous transportation options that connect you from one place to the other in no time. In order to ease your journey to the venue, here are the main ways to get there:

     •. Taxi: with fair drivers who don’t carry you around the block for more than it’s needed, taxis in Berlin are a pretty affordable means of transportation. Drivers accept both long and short rides, using special fares for the later. Larger groups (up to 8 persons) can ask for a special van for an additional fee of 5€. You can order your taxi by phone (companies are listed in here) or using the MyTaxi App.

     •. Uber: Though not as popular as it is in other countries, the Uber app can be used to call normal taxis and pay for them with your credit card, making it easier to track your journeys during your trip.

     •. Public transport: Buses, subways (U-Bhan) or trams (S-Bahn), you name it, they have it. The interlinked system in Berlin is the fastest way to get around in town and in order to get to the CCW Berlin Venue you have to travel directly to the S Sonnenallee station. When it comes to tickets, one single ticket is valid on all three types of transportation means and you can plan your trip online, most short trips costing around 2 euros (while daily passes are around 7 euros), fares variating depending on the distance you are travelling.

The weather

Situated in the north east of Germany, during winter, temperatures in Berlin are quite low. The temperatures in February average around 1°C (34°F) so we suggest you fill your luggage with some warm layers that will keep you hot while wandering around the city. But don’t forget, during the CCW show you should also be comfortable, so try to layer up things that aren’t voluminous but keep you warm & ready for doing business.

Where to stay

Berlin features numerous hotels and places to stay, for budgets ranging from economy to luxury. To book your accommodation we suggest using either Booking.com, Airbnb.com or Hostelworld.com.

Where to stay

As part of the European Union, Germany’s national currency is the euro, a widespread currency that is used in many parts of Europe. The euro is almost equal with the US dollar, making it easy to calculate how much everything is worth.

As far as credit cards and debit cards go, you can use them in various places, but for transportation tickets and small stores we suggest you carry around a small amount of cash.

!!! Remember that it’s better to use smaller bills, instead of wandering around with 50, 100 or 500 euro bills, the procedures obliging the sellers to verify such bills for their authenticity.

→ Where to change currency: the best place to change your currency into euro is at exchange services, since banks usually charge an additional fee.

→ Tips: although they aren’t mandatory, tips are usually around 10% of the amount spent in a restaurant, cafe or bar.

Health and safety

In case of an emergency, the number you should call to is 112 for fires or injuries while if you want to call the police, you should use the 110 number (this one being a police-only emergency number).

Since terrorist attacks have been happening quite often in Europe in the last few years, security has been increased in places like Berlin also. Therefore, you should expect harsher security measures, longer times waiting in lines at events until you get past the security checkpoints and sometimes you might get asked to show your ID or passport (keeping them with you isn’t mandatory, but if you get asked to show them and you don’t have them with you, you will be escorted to the place you keep them in order to show them to the authorities).

Top 5 places to see in Berlin

     •. Reichstag: Built during the times of the German Empire, the Reichstag building is one of the best places for a bird’s eye view of the city, filled with history and surrounded by a important government buildings.

     •. Brandenburg Gate: Built in the 18th century the Brandenburg Gate is one of the best known landmarks from Germany, being also a site for major historical events over the years.

     •. Berlin Television (Fernsehturm) Tower: Intended to be a symbol of communist Berlin, the Fernsehturm stands at a height of more than 360m and is an ideal place to see the whole city from the clouds.

     •. Museum Island: Located on the northern part of an island of the Spree river, the Museum Island is the home of some of the most famous museums in Germany. In here you can visit The Altes Museum, The Neues Museum, The Alte Nationalgalerie, The Bode Museum, The Pergamon Museum and The Humboldt Forum. Sounds like it’s a place where you could spend a few days’ time if you ask us.

     •. The Berlin Wall Memorial and Documentation Centre: Although it brings a certain amount of soberness to a trip, it’s important not to miss the Berlin Wall Memorial. Learning about what it took to build and destroy the wall brings perspective into what each of us thinks and believes about a time when Germany started its transformation as one of the most civilized countries in the world.

Useful traveling apps

Because we love making the most out of our tech, here are a few apps that will help you out with your Berlin trip:

     •. Hopper (Flight Planning): One of the many flight planning apps out there, Hopper will help you find the best prices on flights and get alerts sent when prices drop.

     •. Packpoint (Luggage Planner): Based on the location you are traveling to, the trip type, the time of the year and the weather, let the app help you plan what to take with you on your journey.

     •. OpenTable (Restaurant Reservations): Avoid waiting in line, or not getting a table at all when going out by reserving a table through the OpenTable app.

     •. GoogleTrips (General Travel Tips): We all have to take a bow when it comes to Google, it’s the website with the most info you could ever wish for. So is the case for Google Trips, a service that has user-submitted travel advice and recommendations.

     •. GoogleMaps (Route planning): Last, but not least, Google Maps is definitely the king when it comes to route planning. You’ve been using it for sure!

And last, but certainly not least, don’t forget about networking as much as you can. Let’s meet up in person and get to know each other by booking a meeting with Richard Kloosterman in here https://bit.ly/2ANyC1i!

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Copyright Intersoft
12.12.2018 - Ilinca Hoinic

Should quality management units kill excel spreadsheets, before they kill them?

Do gigantic slow loading excel spreadsheets, shared drives and multiple teams using them at the same time making them crash mean something to you?

We know your business pain. Manual processes are among the the biggest challenges for teams when it comes to measuring, improving key metrics and increasing overall efficiency.

When the quality management tools require a larger number of people to register and process all the feedback that comes from the customers in many shapes and sizes (multiple languages, versions and from numerous sites, all at the same time), it’s safe to say that the focus should turn to automating the whole activity and turning to innovative technology for help.

But what are the main benefits of automating your quality management, you might ask?

     1. Higher operational efficiency

Boost the operational efficiency of the unit by automating your case mining and root cause analysis. This way you will save time and drive consistency.

     2. Reporting 100 times faster

The ability to analyze a larger amount of data, gives more accurate figures that you can share with your stakeholders faster and act upon them. You will also have the ability of customizing report data and layouts, which will make reporting even easier.

     3. Higher employee engagement

Having an automated solution to replace the excel spreadsheets and the headaches that come along with them, will leave you the necessary time to dedicate managing your people and develop new strategies to adapt your quality framework to the ever changing market conditions.

These are, surely, just a few of the benefits that the automatization of your quality management processes can bring to your call center business.

Solution?

Intersoft is bringing to the table a single, automated, customizable, holistic Quality Management solution, ensuring collaboration in an agile away, with none of the excel associated risks that will jeopardize your business continuity and that will deliver way more results on which you can act.

We are your answer to limiting your dependency on spreadsheets! Contact us and let’s have a talk about how Intersoft & our fully managed, secure & scalable services can help you with your current QM struggles.

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CCW 2019

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18-21 February 2019

Berlin, Germany

Estrel Congress Center

33 èmes JOURNÉES PROFESSIONNELLES SN.PRO

25-27 OCTOBER 2018

France

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