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  • 1. Build an individual conference programme to suit your needs: Attend up to 8 x conference sessions & 4 x half-day masterclass sessions, prices starting at just £129 Europe’s premier conference for call centre & customer contact solutions ...in-house...outsourced...offshore...at-home... Who is it for? Whatever your stage of awareness, understanding or implementation of call & contact centres, and whether Case Studies you are Board Level or Operational; a Director or Manager Take advantage of case study material interested in any of the following areas… from the following organisations.... • Finance / Banking / Insurance • Central / Local Government • Sainsbury’s • ESB • NHS / Health Trust • Emergency Services • British Gas • Littlewoods Bet Direct • Retail / Mail Order • Holidays / Hotels / Leisure • Vodafone • Capital One • Utilities • SME / Pocket Call Centre • Holiday Extras • Hertz • Multi-Media Operations Activity • Finansbank • DaimlerChrysler Retail • The Pension Credit Line • BT Retail • Best Practise European • Outsourcing in the UK • Central Networks • egg & International Call & Offshore / Telemarketing • Patientline • AOL Centre Activity • Yorkshire Building • Knowsley Metropolitan …discover all the very best solutions Society Borough Council to all your customer contact needs ...plus many more Sponsored by Supported by Organised by Last year’s conference was a sell out so book your sessions NOW: Complete and return the form attached or visit www.callcentre-expo.com
  • 2. Europe’s premier conference for call centre & customer contact solutions …in-house…outsourced…offshore…at-home… Are you responsible for running or setting up your call or contact centre? How can you ensure that you are implementing the very best proven methods? The Call Centre Conference is now established as Europe’s premier forum for sharing knowledge and ideas on call and contact centres with people who really know the business. Can you afford to miss it? The Call Centre Expo Conference is your only opportunity this For more details on any of these options, please refer to the year to hear from key experts presenting thought leadership following pages and build a conference to suit your needs. for this industry, helping you to put customer contact at the To book your sessions please complete and return the heart of your organisation. Learn from respected authors, form at the back of this brochure or alternatively book online research bodies and leading industry consultants and benefit at www.callcentre-expo.com and follow the delegate menu. from real-life case studies, delivered by end-users from a wide range of sectors, sharing the best tried & tested solutions. Plus, We look forward to welcoming you to what promises to be gain advice on tackling contemporary practical issues with the most important call and contact centre conference in 2004. industry peers in our intensive interactive workshops. The conference is divided into three main tracks: PEOPLE, STRATEGY, and TECHNOLOGY and each track is divided into Kate Watts 4 hour-long sessions per day or you can attend one of our Conference Manager half-day masterclasses for in-depth solutions. Plus, as part of your delegate package, you will also be entitled to attend P.S. Don’t forget your delegate pass also provides free access our free keynote presentations from globally renowned to the exhibition in Hall 9 – explore the solutions available speakers from 12:30 – 13:30 on both days of the event. to you from over 250 of the major suppliers in the industry. MASTERCLASS SESSIONS Thanks to our Contributors The organisers would like to thank the following people for their valuable contribution to the Conference Programme. Their efforts and expertise have ensured that the Conference Programme retains its impartiality and cutting edge content. Kenneth Hitchen Alex Coxon Evan Kirchheimer Judy Smyth Paul Cooper Stephen Jacobs Director, Sabio Editor, CCF Lead Analyst and Manager, Director, CCA Business Development Independent Datamonitor Director, ICS Consultant Conference Sponsors CM Insight is the customer management consultancy that's focused on the contact centre. Services cover every area of customer contact strategy and call centre operations including contact centre planning, implementation and migration and performance management. CM Insight has carried out customer management programmes for UK and international clients in every business sector. www.cm-insight.com Witness Systems is the leader for performance optimisation software. Its closed-loop eQuality approach, offers the market's first solution to cover voice and data recording, quality monitoring, analysis and e-learning. Witness Systems helps companies to record, evaluate, analyse and learn from customer contacts, develop staff through e-learning to generate more revenue, reduce costs, and achieve greater customer retention and loyalty. www.witnesssystems.com Sponsored by Official Media Supporters Supported by Official Online Organised by Media Partner Don’t forget to visit the FREE Keynote Debate at 12.30pm in the Gallery Restaurant. Take your seats promptly to gain priority position.
  • 3. MASTERCLASS SESSIONS Attend the half-day masterclass sessions & take advantage of in-depth learning with market experts on key topics for this industry. Each session will last 3 hours & will provide an interactive environment for delegates to benefit from group discussion, break out sessions & teamwork. WEDNESDAY 29 SEPTEMBER AM WEDNESDAY 29 SEPTEMBER AM THURSDAY 30 SEPTEMBER AM THURSDAY 30 SEPTEMBER AM 09:30 - -12:30 09:30 12:30 CRM CRM MO1 M01 09:30 - -12:30 09:30 12:30 Offshore Outsourcing People M03 M03 The CRM transformation journey Offshore: Develop your strategy, agree your manage- 21st century communication & performance ment techniques contract & secure the customer experience CRM is a journey, not a destination. Using specific case study Take advantage of edge techniques from the field of NLP, Corporate Based on cutting the following presentations & workshop exercises examples from Sprint, Nextel, TPSA, ABN Amro & Lufthansa this Emotional Intelligence, Executive Coaching & Accelerated Learning, to ensure your offshore strategy is delivered with the utmost success. workshop will take you on the transformation journey of CRM Using real-life case will give practical advice on how to incorporate this presentation studies & the results from focus groups you will processes & infrastructure, placing specific emphasis on using be use these techniques to enhance staff & management perform- & able to develop an offshore strategy that secures customer every customer interaction as an opportunity to increase revenue. satisfaction & safeguards your reputation. Chaired & managed by ance. Delegates will leave with a clear understanding of how these This journey will include: Mike Havardcan improve performance, enhance communication & techniques from CM Insight, this masterclass will deliver world-class expertise on offshore deployment & customer strategy. It willpositive motivation, improve customer satisfaction levels & make a also • Re-modelling your call centre; emphasising sales productivity; provide an insight into some of the key legal risks of offshore impact on the bottom line. contact centre & channel integration; field service effectiveness; outsourcing together with practical legal guidance to address them & marketing & customer analytics in order to increase customer • Profit from quick, from & effective techniques to law firm, & secure your contract,simpleJagvinder Kang of specialistenhance loyalty & transform your organisation & improve communication skills using NLP Technology Law Alliance. • Learn from real-life large implementation case studies which • Industry overview: What is involved in offshore? Where are Benefit from a clear understanding of when & how to use • clearly demonstrate ROI benefits; including how Sprint executive coaching with an explanation of how a good we now, where are we going & what are the pros and cons?* transformed its call centre processes giving them the capability coaching structure can reduce staff stress, absenteeism to respond faster to customer demands & market changes • Develop an offshore strategy: Hear how you can develop an & increase effectiveness & productivity offshore strategy for your own organisation - the points to • Develop your business into a streamlined, customer-focused • consider, what to avoid &managers to create personal motivation Hear effective ways for where to start* organisation enabling you to compete effectively in an & communication plans for their staff by understanding expanding market • Contracting for success: Practical legal guidelines on offshore individual meta programmes, learning styles & motiva- outsourcing contracts - shorten negotiation times, mitigate • Implement improved processes & self-service capabilities tional drivers against hidden costs, minimise risk & guard against criminal effectively, whilst increasing responsiveness to customers • liability** Explore creativity enhancement techniques to enable better • Hear how Nextel implemented a contact centre operational management of "data overload" • Securing the customer experience: Achieve cost savings while model to reduce CRM costs & cycle times & gain rapid return on investment • delivering you can equip your front line staff with natural, See how customer interactions that are distinctive, differentiated & brand aligned* non-confrontational sales & negotiation techniques • Understand the importance of shifting your focus from • Q & A: Take advantage of this opportunity to discuss the your products & channels to your customer, by streamlining Marilyn Devonish, different approaches to offshore with your peers & industry & integrating sales, marketing & customer service Director, Trance Formations Ltd experts Sandy Aitken, EMEA BCS Telecommunications Solutions Leader & Mike Havard, Managing Director, CM Insight* & Jagvinder Kang, Peter Cantor, EMEA CRM Lead, IBM Business Consulting Services Director & Solicitor, Technology Law Alliance** 12.30-13.30 Free Daily Keynote Session 12.30-13.30 Free Daily Keynote Session How sensational customer experiences create competitive advantage Contact centre - value today or death tomorrow Chris Daffy, Founder of the Academy of Service Excellence, Author Merlin Stone, IBM Professor of Relationship Marketing, Bristol Business of bestseller "Once a Customer Always a Customer" School, Business Research Leader, IBM WEDNESDAY 29 SEPTEMBER PM THURSDAY 30 SEPTEMBER PM 14:00 - 17:00 People M02 14:00 - 17:00 Start Ups & Development M04 21st Century communication & performance Reducing & eliminating the key risks during management techniques contact centre development Based on cutting edge techniques from the field of NLP, Corporate Benefit from an explanation of the fundamental causes for, Emotional Intelligence, Executive Coaching & Accelerated Learning, & ways of overcoming, some of the most common contact centre this presentation will give practical advice on how to incorporate & development & start up challenges. Whether your call centre is use these techniques to enhance staff & management performance. a single site, multi-site or virtual, small or large, public or private Delegates will leave with a clear understanding of how these sector, this interactive workshop will help you to implement techniques can improve performance, enhance communication strategies that will ensure success & understand the potential pitfalls & motivation, improve customer satisfaction levels & make associated with developing your call or contact centre operation. a positive impact on the bottom line. • Profit from quick, simple & effective techniques to enhance • Establish realistic objectives for the development of the & improve communication skills using NLP contact centre to underpin the success of your project • Benefit from a clear understanding of when & how to use • Understand the principles of forward planning & right sizing - executive coaching with an explanation of how a good what is involved in managing this process - cover all the angles coaching structure can reduce staff stress & absenteeism, ahead of time & increase effectiveness & productivity • Take away practical tips on key priorities during planning, • Hear effective ways for managers to create personal motivation implementation & development, for immediate use in any call & communication plans for their staff by understanding centre operation regardless of industry individual meta programmes, learning styles & motivational • Pinpoint key support mechanisms that will help you to attract drivers & retain the biggest asset - staff. How hiring the right • Explore creativity enhancement techniques to enable better employees can result in greater customer satisfaction management of "data overload" • Benefit from an overview of available technologies & • See how you can equip your front line staff with natural, strategies at your fingertips - what works & what doesn't non-confrontational sales & negotiation techniques Marilyn Devonish, Director, Trance Formations Ltd Becky Simpson, Managing Consultant, Improvement Solutions & Certified Associate of the Incoming Calls Management Institute Book your sessions NOW: Complete and return the form attached or visit www.callcentre-expo.com
  • 4. make it easy going DAY ONE - WEDNESDAY 29 SEPTEMBER, AM People Strategy Technology Sponsored by Sponsored by 09:30-10:30 Development P01 09:30-10:30 Outsourcing S01 09:30-10:30 Self-Service T01 end user case study case study Achieving the impossible - Uncovering a successful The key challenges of eChannel how to keep everyone happy! public/private partnership self-service excellence • Learn how Holiday Extras increased cost • Hear how the Pension Credit scheme • Hear how British Gas overcame key efficiency while achieving all KPI results successfully overhauled the way that the technology challenges in order to provide a public sector engaged with the private sector successful online self-service & eBilling channel • Understand the benefits of reinvesting • Understand how to implement & manage a portion of savings made into staff • Understand the major issues of integration multi-site "virtual" contact centre with key back-office systems that underpin development operations & identify with the challenges online self-service & online billing & lessons learnt • Discover how to increase morale & • Take away practical advice on how to positively affect culture through training, • Develop a combined management structure overcome security & data protection qualifications & coaching & see how skill transferral can be used to challenges surrounding online self-service implement a customer-focused operation • Benefit from real life examples of how • Pinpoint the practicalities of managing an • Discuss the importance of forecasting & the to manage the need to recruit through contingencies that need to be in place in inbound operation & profit from some improved retention order to meet growing demand surprising outcomes • Introduce an effective & cost efficient • Receive unpublished material on how the • Benefit from the key metrics & benchmarks grading structure that rewards all partnership delivered a complex, multi-site used to manage & improve self-service consistent achievements virtual contact centre operation capability Howard Dove, Head of Operations & Peter Tim Sunley, Director of Pension Credit Application Iain Patterson, Head of Marketing Mooney, Call Centre Operations Manager, Line, The Pension Service & Vicky Jenkins, & Communications, British Gas Holiday Extras Ltd Operations Director, Ventura 11:00-12:00 Learning P02 11:00-12:00 Industry Overview S02 11:00-12:00 Multi-Channel & CTI T02 case study research case study "Insourcing" - the third way The state of the industry - human, Contact centres in the public sector - technological & commercial realities of creating a single integrated view the UK contact centre industry today of the citizen • Hear how the Prudential insourced their • Access customer, contact centre & vendor • Hear how Knowsley Borough Council learning & development to deliver huge views on key issues facing the call centre plan to integrate all customer touch points business advantage over their competitors market, from offshoring to new technology (from call kiosks to one stop shops) • Develop a partnership with training • How are customers reacting to offshoring • Understand the issues involved in providing & study how the Indian contact centre customer-facing personnel & management organisations so that they become your compares to the UK's with a single view of the citizen internal training team • Understand which technologies are being • Benefit from a thorough introduction to actively taken up & how they will impact • Improve response management to service the radical concept of insourcing - what demand & deploy customer contact staff the future of the contact centre is involved & how does it work resources more effectively • How does your contact centre compare to • Take advantage of detailed case study others within the same sector, or a similar • Identify how to create an easy transition material to see how insourcing can deliver size, or same region - what are the best & path to multi-channel contact handling via considerable ROI worst actually achieving? the phone, email, web & SMS • Understand how the Pru achieved their • Discover what is really happening to the UK • Benefit from ideas on how to achieve closer "dream team" & measure your own contact centre industry - is it growing or integration between the contact centre & suitability for insourcing shrinking & what does the future hold? other parts of the organisation Liz Rochester, Partner, Blue Sky Consulting Steve Morrell, Managing Director, ContactBabel Mr Andy Hanrahan, Account Manager, Aspect & Tom Lyttle, Resource & Planning Manager, Communications & Jon Yates, Contact Centre Prudential Project Manager, Knowsley Metropolitan Borough Council Don’t forget to visit the FREE Keynote Debate at 12.30pm in the Gallery Restaurant. Take your seats promptly to gain priority position.
  • 5. DAY ONE - WEDNESDAY 29 SEPTEMBER, PM People Strategy Technology Sponsored by Sponsored by 14:30-15:30 Culture P03 14:30-15:30 Performance S03 14:30-15:30 Speech T03 Management end user case study case study Driving contact centre performance The performance management explosion Betting - strategic deployment of speech through positive cultural change. & its impact on the world's largest internet recognition & the user interface Power to the people at ESB! business • See how Ireland's Electricity Supply Board • Hear how AOL has lowered costs & • Discover why Littlewoods Bet Direct chose pursued a 2-year cultural change programme improved service through the performance to implement speech recognition in their to become a leading service provider of their employees business, the challenges & commercial return • Realise the importance of aspirational • Deliver feedback to agents in real-time by • Gain an understanding of the strategic cultures if employees are to achieve using employee performance management reasons for deploying speech recognition in continuous improvement strategies a highly competitive industry • Benefit from practical success factors & • Increase employee productivity & reduce team lessons learned to improve customer leader to agent ratios by implementing • Benefit from an overview of the challenges satisfaction & business performance employee performance management faced & see how these can be overcome • Take advantage of practical tips to help • Harness online performance information to • Consider the factors for designing a persona overcome negative obstacles when replace a multitude of monthly reports & & user interface implementing cultural change the administrative headache • Understand why any change programme • Rejuvenate the employee appraisal & • Hear callers feedback on how the system must consider cultural change if it is to development process to deliver dramatic performed & the customer service levels succeed productivity benefits & employee satisfaction provided Denis Cambridge, Manager, National Customer Tony Hanway, VP of Member Services, AOL Ro Iyengar, Managing Director UK, VeCommerce Contact Centre, Electricity Supply Board (ESB) & Rosemary Turley, Vice President, Marketing, UK Ltd & Phil Morgan, Operations Director, Performix Technologies Littlewoods Bet Direct 16:00-17:00 Employee P04 16:00-17:00 Customer Service S04 16:00-17:00 Workforce T04 & the Brand Optimisation case study case study research The power of the internal brand Using customer expectations to drive Workforce optimisation technologies: The customer service performance improvement essential differentiator • Understand how Sainsbury's To You • Learn how Central Networks demonstrated • Benefit from detailed overviews from achieved improved staff perception of their drastic performance improvement through Datamonitor on the main workforce brand resulting in increasing staff retention understanding customer expectations optimisation technologies • Take advantage of a practical toolkit enabling • Develop a clear understanding of why • Hear about the interactions between you to roll out a powerful communications traditional customer research only provides workforce optimisation technologies strategy across your own organisation information on past performance & the call centre environment • Hear simple techniques for branding & • Benefit from a practical guide linking customer • Employ these technologies so that you can communication, increasing customer expectations to the design & prioritisation of maximise their true potential for your feedback from the call centre internally performance improvement initiatives organisation • Pinpoint why branding can be used as a • Take away insight from real life case study • Discover how you can adopt a path from practical application of your company's material on how this kind of project should efficiency to effectiveness in call centre mission & values be run operations • Benefit from hints & tips to maximise the • Understand how this project can be applied to • Implement effective cost management in impact of your change initiatives on staff & all industries & vertical sectors, regardless of your call centre - manage your people for colleagues customer type greater business benefit Karen Gusterson, Group Operations Director, Nicola Eaton Sawford, Utilities Practice Leader, Tom Pringle, Technology Analyst, Datamonitor Plc MM Group & Andy Benzie, Account Manager, Blue Sky Consulting & Jane Rawlings, Sainsbury's Network Operations, Central Networks (formerly Midlands Electric) Book your sessions NOW: Complete and return the form attached or visit www.callcentre-expo.com
  • 6. DAY TWO - THURSDAY 30 SEPTEMBER, AM People Strategy Technology Sponsored by Sponsored by 09:30-10:30 Training P05 09:30-10:30 CRM / e-CRM S05 09:30-10:30 IP & VolP T05 case study case study case study Tailored learning for customer service From CRM strategy to CRM call centre - Enhancing customer experience through excellence what it really takes to make it work IPT & the contact centre • Identify how British Gas, Dudley • See how DaimlerChrysler Retail established • Hear why the Yorkshire Building Society Borough Council & T-Mobile achieved a CRM centre to support proactive customer invested in an IP/convergence strategy in customer service excellence through contact & develop long term customer their branch network tailored learning relations • Benefit from active learning tools & • Pinpoint the part your contact centre • Identify how to use a multi-site convergence techniques to deliver winning strategies should play in a CRM strategy & turn that strategy to enhance customer service & grow across a variety of vertical markets strategy into a blueprint to create a call your business centre operation • Discuss the challenges & issues associated with blended learning & explore the • Develop your plan to a live operation - • Implement a new strategy & use your create it on time, to budget & to the existing infrastructure more efficiently technologies that can deliver these schemes necessary quality • Understand possible training outcomes • Once your call centre is established, identify • Realise the impact of the IP network on both & the needs of contact centre employees, how it should grow & adapt as the business internal & external customers from call advisors to leadership around it changes • Calculate the ROI of technology & training • Understand how to deal with internal • Take away practical points to consider when in order to measure & quantify your training resistance to change from strategy inception adopting a convergence strategy & the proposition & build a strong business case to development decision-making process required Janet Gordon, Head of Change, EA Ltd & Paul Barry Crooks, CRM Manager, DaimlerChrysler Andy Roberts, Director, Sabio & Rob Matthews, Manyweathers, Managing Director, ASC Telecom Retail & Stephen Peattie, Managing Partner, Operations / IT Manager, Yorkshire Building Kinetic Society 11:00-12:00 Customer P06 11:00-12:00 Change S06 11:00-12:00 Convergence T06 case study Experience authors Management case study Improving the customer experience Making sense of change management: Improved customer service through A complete guide to models, tools & technology convergence techniques of organisational change • See how Vodafone introduced a review • Hear from Mike Green & Esther Cameron • See how Patientline used technology system to effectively improve the customer on how to manage change effectively convergence to improve customer service experience & achieve this for yourself • Take advantage of practical frameworks, • Measure the level of empathy between models & strategies enabling you to • Benefit from real life examples showing your staff & customers - & differentiate your approach each unique change situation how emailing voice recordings to customers service levels by employing emotion effectively can prevent customer disputes from escalating • Structure an effective review process & • Understand why & how change happens learn how this can be rolled out across • Decrease wasted time & increase service & what needs to be done to make change your organisation successfully levels by using call retrieval & reach a welcome rather than a dreaded concept improved performance levels • Understand how to allocate & develop your human capital resource to maximum • Pinpoint best practice techniques to • Hear an overview on recent developments implement change on an individual, team, in customer focused technology & learn effect & how this can be the foundation organisational & cultural level the dos & don’ts in implementation for cultural change • Develop your brand value to move from • Explore the possibilities of structural change, • Take away a practical plan to significantly acceptable to outstanding customer service from mergers & acquisitions through to increase your customer’s loyalty through through your staff IT-based process change the convergence of email & call recording Jamie Lywood, Group Managing Director, Mike Green & Esther Cameron, Authors of Cameron Ross, Sales Director, Veritape Harding & Yorke Group Plc & Nicky Butler, "Making sense of change management: & Brett Edwards, Senior Operations Manager, Senior MIS Manager, Vodafone A complete guide to models, tools & techniques Patientline of organisational change” Book your sessions NOW: Complete and return the form attached or visit www.callcentre-expo.com
  • 7. DAY TWO - THURSDAY 30 SEPTEMBER, PM People Strategy Technology Sponsored by Sponsored by 14:30-15:30 Coaching P07 14:30-15:30 Cost to Profit S07 14:30-15:30 Cutting Edge T07 Technologies case study end user forecast Coaching to win The strategy of constructing a multi-media Why technology sucks contact centre with happy staff & satisfied (& what shall we do about it) customers • Understand how Hertz European Service • Hear how Finansbank, an award winning • Review the development history of call centre Centre focused on training to support their contact centre, produced a shared vision & technology & understand why technology business objectives through coaching & strategy to achieve greater ROI should help people talk to people assessment of staff • Understand the importance of simplifying • Pinpoint the true cost of acquiring & owning • Improve performance by overcoming change processes & training people in order to technology, explore what ROI really means & barriers & move from a reactive to proactive maximise your use of technology avoid favourite tricks used by vendors approach • Discover future technology milestones for • Achieve your targets! Communicate the right major technology components, what they • Take advantage of practical examples information, to the right staff, for the right will be & when they will take place showing how it is possible to introduce a reasons, at the right time coaching culture in your own organisation • Identify the key emerging consumer • Improve your productivity levels, decrease technology developments e.g. broadband • Hear about effective motivation strategies costs, increase cross-sells & up-sells & turn voice, instant messaging, wireless that will improve job satisfaction your call centre into a profit centre developments & so on • See how you can measure & monitor your • Choose the right technology with the right • Avoid technology ownership difficulties & coaching strategy ahead of time to deliver capacity for greatest business benefits maintain your competitive advantage ROI Cilla MacKay, Managing Director, Connections Ozge M Tekalp, Manager & Mehmet Akgun, Rufus Grig, CTO, Callmedia (Oxford) Ltd & Sean White, Training Manager, Finansbank (Award winning Turkish Development Manager, Hertz call centre) 16:00-17:00 Recruitment & P08 16:00-17:00 Workforce S08 16:00-17:00 Customer T08 Retention Management Service case study end user case study How to reduce contact centre attrition Are we, the management, driving Avoiding application overload: Freeing call by 50% & have plans in place to do even customers away? centre agents from IT better • Benefit from practical case study material • Hear how Capital One achieved a 30% • Learn how BT approached call centre showing how egg revised their recruitment saving in productivity & improved staff technology, reducing agent task time by practices to become an employer of choice satisfaction by revolutionising work load & up to 90% demand in operations • Using research results, understand how • Identify when & how to use ability tests, job • Align your thinking with the needs of your reducing the number of IT applications per analysis & competency design to recruit the customer & reassess how you measure average call could save the call centre right people customer service industry £550m annually • Educate line managers in the recruitment • Achieve wider benefits to your call centre • Identify the areas of your workload that do process - getting their buy-in will ensure & customers by focusing on the needs of not help your customer or business & use this getting the right staff end-users data to increase operational productivity • Understand the importance of creating a • Gain a knowledge of "User Process • Understand the potential damage caused Management" & understand how it can favourable candidate experience - even if by managers with good meaning process the decision is not to hire help to increase productivity & customer improvement & overcome these issues satisfaction • See how working in the local community • Take advantage of practical steps to listen • Learn how a UPM approach can also can go a long way to helping secure the to your customer & manage your workload reduce staff training needs & increase job right employees accordingly satisfaction for agents Lisa Wallace, Head of Resourcing, egg Plc & Gary Scott Woolveridge, Head of Process & Performance David Davies, VP Products, Corizon & Jim Preston, Smith, Head of European Business Development, Management & Bruce MacLellan, Director of Head of Technologies, BT Retail SHL Operations, Capital One Don’t forget to visit the FREE Keynote Debate at 12.30pm in the Gallery Restaurant. Take your seats promptly to gain priority position.
  • 8. Sessions to be attended (Tick those that are appropriate) Conference Booking Form 29th September 30th September 09:30 11:00 14:30 16:00 09:30 11:00 14:30 16:00 Book now to guarantee your place! People P01 P02 P03 P04 P05 P06 P07 P08 Please book my place on the indicated conference sessions & FREE exhibition pass Strategy S01 S02 S03 S04 S05 S06 S07 S08 Please register me for the FREE exhibition pass only Technology T01 T02 T03 T04 T05 T06 T07 T08 09:30 14:00 09:30 14:00 How to book: Bookings should be made on this official delegate booking form, using only one booking form per person. Please use photocopies for additional delegates. Masterclass M01 M02 M03 M04 Full payment should accompany the booking form for conference places. How much does it cost? (Please tick your choice) Call the hotline: +44 (0) 870 429 4520 Conference sessions Online bookings with payment and secure server facilities can be Single session £129+VAT (17.5%) = £151.58 made via the web-site: www.callcentre-expo.com 2 sessions £248+VAT (17.5%) = £291.40 save £10 Fax to the conference manager on: +44 (0) 870 429 4521 3 sessions £372+VAT (17.5%) = £437.13 save £15 Post to: Call Centre Expo 2004 Conference, Data House, 4 sessions £486+VAT (17.5%) = £571.05 save £30 Curriers Close, Tile Hill, Coventry, CV4 8AW, UK 5 sessions £600+VAT (17.5%) = £705.00 save £45 (Please keep a copy of this form for your records) 6 sessions £714+VAT (17.5%) = £838.95 save £60 Mr/Mrs/Ms/Dr: First Name: 7 sessions £823+VAT (17.5%) = £967.03 save £80 Surname: 8 sessions £912+VAT (17.5%) = £1071.60 save £120 Masterclass sessions Job Title: Single session £257+VAT (17.5%) = £301.98 Company Name: 2 sessions £484+VAT (17.5%) = £568.87 save £30 Address: 3 sessions £721+VAT (17.5%) = £847.18 save £50 4 sessions £958+VAT (17.5%) = £1125.65 save £70 Town: County: Please tick here if you attended last year’s event as you are entitled to a Postcode: Country: 10% discount (subject to validation). Please deduct this from your payment. Telephone: Method of Payment (conference delegates only) Mobile: Please indicate which payment option is applicable. Payment must be made prior to By providing your mobile no. you consent to CMP Information Ltd contacting you with mobile text updates prior to the event only the conference commencing. A VAT receipt and invoice will be forwarded once your Fax: booking has been processed. E-mail: Fee enclosed, inclusive of VAT (Cheques must be made payable to CMP Information UK Ltd) CMP Information Ltd may from time to time send updates about Call Centre Expo and other relevant CMP Information products By bank transfer to: Lloyds TSB Bank Plc, Bailey Drive, Gillingham Business Park, and services. Your email will not be passed to 3rd parties. By providing your email address you consent to being contacted by email for direct marketing purposes by CMP Information Ltd. Gillingham, Kent, ME8 0LS. Account: 01550565 Sort code: 30-00-02 1. Your main areas of interest/investment: 4. Your company's main activity: Please charge my credit/debit card: (tick as many as appropriate) (tick one box only) 18 Associations 09 Central / Local Government / NHS / Health Visa/MasterCard American Express Other 01 Automated Call Distributor Trust 03 Computer Telephony Integration 03 Computer Hardware / Software / Card No 02 Consultancy Manufacturer / Author 24 Customer Analysis & Profiling 13 Construction / Engineering 19 Customer Relationship Management 07 Defence / Military Expiry Date 22 Databases 19 Dotcom 04 Design & Furniture 10 Education Card Holder Name (Please print) 05 Diallers 11 Emergency Services 21 E-commerce / Web-enablement 12 Finance / Banking / Insurance Card Holder Signature 06 Hardware 17 Holidays / Hotels / Leisure 07 Headsets 01 IT / Communications Dealer / Distributor Billing Address (if different from above) 08 Helpdesks 02 IT / Communications VAR / Integrator 09 Multimedia 05 IT / Management Consultancy 11 Outsourcing (CC Services, Telemarketing, 08 Manufacturing Business Continuity) 06 Marketing / Media Services I/We authorise CMP Information UK Ltd or their agents CTS to charge the sum 25 Quality Monitoring / Analysis 14 Oil / Chemical 12 Recruitment 15 Retail / Mail Order as mentioned on this document to my/our credit/debit card herein 23 Sales Force Automation 21 Telemarketing / Outsourced call centre 13 Siting / Location services Signature: Date: 14 Software (Call Centre, 04 Telecommunications Sales & Marketing, CRM) 20 Training / Recruitment Please invoice my organisation. This option is only available until 03/09/04 to 10 Training & Development 16 Transport / Distribution / Freight 16 Voice Messaging 18 Utilities (Gas / Water / Electricity / Energy) allow time for processing. Bookings received after this date cannot be processed 15 Voice / Data Processing 17 Voice / Data Recording 99 Other, please specify without payment. All invoices must be paid prior to the event. 20 Workforce Management / Optimisation 99 Other, please specify 5. No of employees: I/we confirm that I/we: (tick one box only) 01 1 - 49 02 50 - 249 a) have read and accepted the cancellation charges as explained in the "What happens if 2. Which best describes your position? 03 250 - 499 04 500 - 999 (tick one box only) you can't attend the conference?" section below 05 1000 - 4999 06 5000+ 01 Owner / Proprietor b) are authorised to sign this document on behalf of the above company 02 Board Director 6. At what stage of the buying cycle are 03 Non-Board Director you? (tick as many as appropriate) Name (Please use block capitals): 04 Manager with staff 01 Learning about Call Centres 05 Manager without staff 02 Investigating suppliers 06 Consultant 03 Producing specifications 07 Executive Signature: Date: 04 Buying 99 Other, please specify 05 Implementing 06 Upgrading How do you know that your booking has been received? 3. What is your job function / department? 7. How many Call Centres in your (tick one box only) When we receive your booking and payment we will send you a confirmation letter organisation? (tick one box only) 04 Call Centres / Contact Centres 01 None 02 1 together with a VAT receipt/invoice. 10 Corporate / Line of Business Management 03 2 04 3 or more 13 Customer Relationship Management 11 Customer Service What happens if you can't attend the conference? 8. How many Call Centre agents in your 12 Facilities / Office Management organisation? (tick one box only) If you book a place and your plans change you have several options: 06 Helpdesk 06 None 01 Under 20 15 HR / Training / Recruitment a) you can substitute another attendee to take your place 02 20 - 49 03 50 - 99 02 IT / MIS 04 100 - 199 05 200+ b) you can alter your booking to attend a more convenient session 14 Marketing 01 Networks / LAN c) you can cancel your booking with a full refund, less 15% administration costs, 9. What is your annual Call Centre budget? 07 Sales / New Business (tick one box only) providing we have received written notification of your request on or before 03/09/04 08 Software Development 01 Up to £100,000 09 Strategy / Planning 02 £100,001 - £300,000 d) Cancellations received after 07/09/04 will be liable for the full amount 05 Technical Support 03 £300,001 - £500,000 03 Telecommunications 04 £500,001 - £1m CMP Information reserve the right to cancel, defer or modify the conference programme at any time 99 Other, please specify 05 £1m+ without prior notice. Within this registration form the term "delegate" means any Information you supply to CMP Information Ltd may be used for publica- 10. Yes I would like a regular FREE subscrip- person, firm or company, who has made an application for and has been granted a tion (where you provide details for inclusion in our directories or catalogues tion to CCF (Call Centre Focus) (Sign below to subscribe) delegate place at the conference. The term "conference" means the event detailed and on our websites) and also to provide you with information about our products or services in the form of direct marketing activity by phone, fax on this registration form. The term "organiser" means the organiser identified on or post. Information may also be made available to 3rd parties on a list lease or list rental basis for the purpose of direct marketing. If at any time Signature: this registration form or its assignees. Correct at time of going to print 25/5/04. you no longer wish to (i) receive anything from CMP Information Ltd or (ii) to have your information made available to 3rd parties, please write to the TRADE SHOW ONLY. UNDER 16’s WILL NOT BE ADMITTED. Data Protection Co-ordinator, Dept CCE700, CMP Information Ltd, FREEP- Date: / / 2004 NO STUDENTS EXCEPT BY PRIOR ARRANGEMENT All copyright to be retained by OST LON 15637, Tonbridge, TN9 1BR or Freephone 0800 279 0357 quot- The publisher reserves the right to limit the number of free subscriptions. CMP Information Ltd ing the following codes: (i) CCE700 C, (ii) CCE700 T

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