Contact Center World Presentation Guide

Briefing Document
Presentation Guidelines
For:
EMEA 2012 Event
25-29th June 2012

IMPORTANT
ALL presenters must read this document and send back pages 22/23
on or before 25th May 2012

Version 250312

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Contents
About the Best Practice Event ......................................................................................................... 3
1. How to Prepare ......................................................................................................................... 3
2. Technical Check (Pre-Briefing Session) & Video Interview ....................................................... 4
3. Deadlines .................................................................................................................................. 4
4. Q & A Sessions ......................................................................................................................... 5
5. Slide Guidelines ........................................................................................................................ 5
6. Presentation Details ................................................................................................................ 10
6.1 Community Spirit Best Practices .............................................................................................. 11
6.2 Contact Center Best Practices (Inhouse) ................................................................................. 11
6.3 Contact Center Best Practices (outsourced) ............................................................................ 11
6.4 Customer Service Best Practices ............................................................................................. 12
6.5 Customer Service Professional (Agent) Best Practices ........................................................... 12
6.6 Customer Loyalty Best Practices ............................................................................................. 12
6.7 Design Best Practices .............................................................................................................. 13
6.8 Direct Response Best Practices ............................................................................................... 13
6.9 Green Contact Centers Best Practices .................................................................................... 13
6.10 Help Desk Best Practices....................................................................................................... 13
6.11 Incentive Scheme Best Practices ........................................................................................... 14
6.12 Leadership (Executive / Director) Best Practices ................................................................... 14
6.13 Operational Manager Best Practices...................................................................................... 14
6.14 Outbound Campaign .............................................................................................................. 14
6.15 Outsourcing Partnership Best Practices................................................................................. 15
6.16 Quality Auditor Best Practices ................................................................................................ 15
6.17 Recruitment Campaign Best Practices................................................................................... 15
6.18 Remote Workers / Home Agents Best Practices .................................................................... 15
6.19 Sales Campaigns – Best Practices ........................................................................................ 16
6.20 Sales Professional (Agent) Best Practices ............................................................................. 16
6.21 Self Service Solution Best Practices ...................................................................................... 16
6.22 Social Media Strategy Best Practices .................................................................................... 16
6.23 Supervisor Best Practices ...................................................................................................... 17
6.24 Support Professional - HR Best Practices.............................................................................. 17
6.25 Support Professional - IT Best Practices................................................................................ 17
6.26 Support Professional - Workforce Planning ........................................................................... 18
6.28 Technology Innovation - Internal Solution Best Practices ...................................................... 18
6.29 Technology Innovation – Vendor Solution Best Practices ...................................................... 18
6.30 Trainer Best Practices ............................................................................................................ 19
7. Presentation Tools ................................................................................................................. 20
8. London Presentation Plan Form ........................................................................................... 22

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About the Best Practice Event
This is a world-class awards program and every presenter is expected to follow the rules of the competition.
Failure to comply could result in your entry being scored down. At the event, the standards are
exceptionally high – the best from around the region will be presenting and this document includes the
following information

1. How to Prepare
2. Technical Check (Pre Briefing Session) & Video Interview
3. Deadlines
4. Q&A Sessions
5. Slide Guidelines
6. Briefing Notes For Each Category
7. Presentation Tools
8. Presentation Plan Form

1. How to Prepare
Every presenter should consult the guidelines in this document for specific details for their presentations.
There are two types of Presenters: Finalists and Panelists – details below

It is important that you follow the information contained in this document – it is there to help you create a
potential award winning presentation. We will ask you to create slides and upload them to our servers on or
before a specified date. This will allow us to do some testing and to verify they meet the criteria.

The slides should follow the guidelines we have set out. Unless you hear from us the slides you submit will
be deemed final and no changes can be made after they have been submitted for approval.

You will then have approximately 4 weeks to rehearse your slide presentation.

Finalists – these presenters are in the running to win the overall top award ‘GOLD’ and to go on to
represent the region in the Global Best Practice Awards later on this year. Finalists will all present from a
formal podium and this document outlines what they will share.

Note presentation times will vary between 10-15 minutes for most categories – details will be provided
separately for each event (expect the timings latest 8th April) For now the guidelines in this document will
help you start your planning and once you know the specific time you will have you can fine tune your
presentation to meet these timings

Panelists - are competing to see how they place just outside the top group. Panelists are top performers
who just fell shorty of making the top group, however they have much to share. Panel sessions do include
slides – however the presenters are not expected to stand at a podium but to sit at a top table and share
their ideas. We have all panelists at the top table at the same time and go from left to right with each
sharing their top 5-10 Tips which are related to the session, their experience and each tip should take no be
no longer than 2 minutes. Panelists should follow the same guidelines as finalists on what to present,
however as time is less they should focus more on their best practice tips and cut down on company details
and a summary – each slide should be a tip.

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2. Technical Check (Pre-Briefing Session) & Video Interview
This year we will offer 4 different time slots for presenters to meet with us and check the room, technology
and review the slides we have loaded for you. Every presenter should attend one of these slots to ensure
everything is set up. The sessions will take place on Sunday 24th June in the conference meeting room
and you need only attend one session. Timings for the sessions will be advised 2 weeks out from the event.

At the session you can expect to meet with our staff who will be setting up your slides for you to present
with. You will also see the timing tools and discover how to use the slide advance presentation remote so
you will be able to immediately start presenting with greater confidence.

We will also video each presenter and ask them the following questions which will be used during/post the
event

a) Your name, role and company you work for
b) What made you enter the awards program?
c) What tips will you be sharing?

Please be ready for this by wearing suitable attire and arriving on time – this will take place in the same
room as the technical check on Sunday.

Note, if you ask us to change any slides there will be an instant penalty between 5-25% of your possible
max score depending on the amount of time / changes made.

It is also important to note that this is not a rehearsal; it’s a quick visit with our tech team who will be on site
and a quick review of the slides which our tech team will control. Expect to be with the tech team for no
more than 5 minutes and the video session will last approximately 5 minutes. When you arrive at the
session you will be given a ticket number – we will meet presenters in number order.

3. Deadlines

There are key deadlines to submit your slides and paperwork.

Slides must be completed and uploaded to ContactCenterWorld by 25th May 2012 to avoid any penalty
deductions. Details for the upload location will be advised around week 1st May 2012– please look out for
this communication

Your documentation to explain the makeup of your slides needs to be in by 25th May 2012 as well – these
can be faxed – see last 2 (two) pages of this document.

Failure to comply with deadlines will result in an automatic penalty of 10% of voting scores being deducted
and for each day past the deadline a further 1% will be deducted. In the event your slides OR
documentation are not received 2 weeks out from the event, your participation we will deem your entry null
and void and you will not be allowed to present.

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4. Q & A Sessions
Usually after each presentation session where there are 2 or more presenters we aim to have a Question &
Answer session (Q&A). During the following rules apply

1. Only 1 presenter can answer questions
2. If a translator is needed they will sit with our AV team and translate using a wireless microphone –
they cannot sit beside the person who is answering the question and coach.

This year we will send questions in advance that will help you share some of your best practices – we will
review what judges wrote about your application and look for some questions that may be unique to you
based on your entry.

5. Slide Guidelines
Once your final slides have been received, they will be checked by ContactCenterWorld and may not
altered by you unless we deem it necessary in which case we will contact you. This will occur if there are
quality issues or the presentation guidelines have not been met. Once slides have been approved they may
not be changed.

For those presenters who prefer to use their own laptop, ContactCenterWorld will require a full and final
copy of the slides by the due date and you must not change your slides – if you do you will incur a penalty
for non-compliance – this could mean the difference between 1st and 3rd place!

In the event you ask us to change any slides – this includes any additions, deletions, typographical
amends, adding or removing video – after the deadline for submission has passed, you will incur an
automatic point deduction.

For each category we will advise how long you will have by 8th April. These is the maximum duration
including any video or other media you may use. You will not be allowed to go over time – we have very
strict rules regarding time keeping and anyone failing to follow these will be cut off when their time expires.

Video - you are allowed to include a short video in your presentation if this adds value. Please note that the
video should not take up more than 20% of your total presentation time. i.e. if you have 10 minutes to
present your video should be 2 minutes or less. If it is longer it will not be allowed.

The video should not be a general company video – it should be relevant to the award and contain content
that will help delegates and judges assess your performance. It should focus on the center and/or
applicants themselves.

Even if you are nominated for a personal award, DO NOT include any footage of colleagues talking about
you – show yourself seated or showing us around the center explaining unique tasks you do and how.

Closing slide – your last slide should NOT contain any email or contact details – we will be providing a
networking tool for all delegates. It should also not contain any reference to questions – we will manage
questions separately.

Remember - the purpose of your presentation is to share best practices and impress the judges you really
are the best. All presentations are to be created using PowerPoint or a self-running player that operates in

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Windows. The duration of each presentation is dependent upon the award type – details to be advised.
Some of the delegates and a select panel of elite judges will be voting on all the presentations.

Specific guidelines by category: (categories listed in alphabetical order by name of the category)

Below are notes for each category. They are designed to help you plan and prepare for the event.
It is important to follow these guidelines so that you maximize your success – judges will be
looking for evidence of these and other delegates are looking for you to share your ideas.

General to all presentations

Your name,
1st slide
your photo,
This will be displayed as you are about
job title, company name and logo
to present
award category and date of presentation

2nd slide
Max 10 facts about your company and
This is the first part of your
contact center
presentation – a very quick overview

Max 1 slide per minute featuring your best
3rd slide onward practices based on what you do in your
Your award entry slides company – add a tip to every slide where
possible

Last slide
Thank you slide and summary of tips as
Do not include contact details ( no
bulleted list
email, web site or phone numbers etc)

For each set of presentations we offer suggestions after the sample slides

All slides should be clear and easy to read from a distance – cluttered slides or charts
without any clear identification or that are too complex to explain should be avoided.

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Examples of good slides and slides that should be avoided are shown on the following pages

 Good slides – key is they are clear, concise

Overall center performance – easy to understand Final slide with
summary tips

About company and center – concise Showing performance – clear

X poor slides – too much information and confusing

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too much information to explain, text spans graphics
at top. Colors hard to see from a distance – too
much going on!

Too much detail to explain

Slide contains lots of information in non English
language

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Other tips for your slides

 Do not add in logos of awards or accolades – you are already a winner and do not need to
establish your credentials

 Do not add in customer comments – everyone at the event will expect you to be awesome

 Make sure all slides are in the English Language – if you submit tables, comments etc and
the audience cannot read them, they may become disinterested.

 Check spelling – obvious, but sometimes overlooked

 If using transitions and builds – do not add too many into one slide – result is that
delegates can get bored and you may click too far ahead and lose your place

 If adding video embed the video to run automatically BUT when you upload also send us
the video file!

 If you use the ContactCenterWorld logo or awards logo please use a high
quality image – ask us if you want one

 Use high quality images – poor images that are pixelated look terrible

 Keep it simple – do not make to complex – delegates have a few seconds to review your
slides and you want them listening to what you are saying, not trying to figure out details

for even more tips this is a great article

http://www.techrepublic.com/article/10-slide-design-tips-for-producing-powerful-and-
effective-presentations/6117178

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6. Presentation Details

There are standard themes for all presentations – see below – in addition to specific information
for each award presentation.

The judges who will be in the audience are looking for best practice tips based on the award you
are presenting that are:

- Easy to understand
- Practical
- Based on your experiences
- Clear

We recommend that as you present you share tips – for example if you are talking about how you
motivate staff add a best practice tip that has worked for your company

For all Finalist Presentations these apply (in addition to specifics in the details for each award
entry – see next few pages)

 A welcome slide that includes the name and title of the Presenter(s), your company logo
and the words Presenting XXXXXX (where XXXX is the category name) at the 2012 Top
Ranking Performers Conference hosted by ContactCenterWorld
 1 (One) slide that gives an overview of your company
 1 (One) slide that gives between 5 and 10 key points about your contact center (where
applicable)

We recommend that on every slide you share tips rather than save them up for the end!

For all Panelists these apply (in addition to specifics in the details for each award entry – see next
few pages)

 A welcome slide that includes the name and title of the Presenter(s), your company logo
and the words Presenting XXXXXX (where XXXX is the category name) at the 2012 Top
Ranking Performers Conference hosted by ContactCenterWorld
 1 (One) slide that gives an overview of your company/center (if applicable and you feel you
have time)

We recommend that every other slide is a tip you can talk about for no more than 2 minutes

Specific suggestions for each category are on the following pages.

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6.1 Community Spirit Best Practices
Your presentation should include the following:

 Which community programs your center/company participates in
 How and why you chose the programs to support
 How the community and the company benefits
 How you measure the success of your community spirit initiatives
 How you ensure service levels do not suffer and / or how you ensure high levels of staff
involvement
 Conclude with any additional best practice tips as they relate specifically to this award

6.2 Contact Center Best Practices (Inhouse)
Your presentation should comprise the following:

 How you define the success of your center (give results where applicable i.e. staff
engagement, customer satisfaction)
 If you have particular challenges i.e. may be a small center so explain how you manage, or
if you have lots of other centers competing for staff – share so others can learn
 About your people –how you recruit, train and motivate
 About your technology - highlight unique technology solutions and tips for using technology
 Overall strategy and best practice tips relating to the strategy
 Future Plans for your center and what these will mean for your company/customers

6.3 Contact Center Best Practices (outsourced)

 How you define the success of your center (give results where applicable i.e. staff
 If you have particular challenges i.e. may be a small center – explain how you manage
these so others can learn
 About your people –how you recruit, train and motivate
 About your technology - highlight unique technology solutions and tips for using technology

NOTE - your participation at the event is to share best practices and NOT TO SELL your
services to delegates attending by selling the value of outsourcing or talking about clients.

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6.4 Customer Service Best Practices

 How you define the success of your customer service (give results where applicable i.e.
staff engagement, customer satisfaction)
 About your people - how you recruit, train and motivate to excel in service
 About your technology - highlight unique technology solutions that enhance service or that
you plan to deploy to enhance service

6.5 Customer Service Professional (Agent) Best Practices

 How you define the success of your role (give results where applicable i.e. targets versus
actual, customer satisfaction)
 About your service style - how you stay motivated, how you achieve great results
 Things your company does to motivate and encourage you to excel
 How you help other customer service staff improve their skills and service delivery
 Your personal opinions of what contact center executives can do to help service
professionals succeed (do’s and don’ts)

6.6 Customer Loyalty Best Practices

 Details of how you reward customer loyalty
 The lessons you have learnt running customer loyalty programs (example how to ensure
they are fair to loyal customers and that staff do not freely give away benefits when they
receive complaints)
 How you manage these programs and tips for success

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6.7 Design Best Practices

 Your design and how they improve the center
 Share photos or video showing different aspects of the center and explain key benefits
 How you managed investment in the design and tips for company approval and staff
involvement
 The net results – impact on the business

6.8 Direct Response Best Practices

 What direct response campaign was designed and why
 How it has benefited your center and results versus targets
 Lessons learns in the campaign that others can benefit from (do’s and don’ts)

6.9 Green Contact Centers Best Practices

 Why you embarked on a green strategy
 Challenges you overcame and how
 Actual methods used and the results
 How others can follow your lead

6.10 Help Desk Best Practices

 How you define the success of your help desk (give results where applicable i.e. staff
 About your people - how you recruit, train and motivate
 About your technology - what you use and highlight unique technology solutions
 Top strategies you have deployed to increase customer satisfaction through the help desk
 What lessons you can share about running a help desk that will benefit others

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6.11 Incentive Scheme Best Practices

 What incentive scheme was designed and why
 How it has benefited your center
 Costs and justification to management – how you won their support
 Lessons you have learnt that can benefit other centers

6.12 Leadership (Executive / Director) Best Practices

 How you define the success of your leadership (give results where applicable i.e. staff
 About your people - how you motivate (give examples)
 Strategies that have worked for you that others can adopt easily
 How you deal with difficult and/or demotivated staff members
 What other lessons in contact center leadership can you share from personal experience

6.13 Operational Manager Best Practices

 How you define the success of your role (give results where applicable i.e. staff
 About your people - how you motivate your staff – give examples
 How you deal with difficult staff
 How you manage the expectations of execs and your team and balance needs
 What lessons you would share with aspiring and current operational managers

6.14 Outbound Campaign

 What campaign was designed and why
 How it has benefited your center
 Results versus targets
 Lessons learnt that other centers can benefit from your experience in outbound

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6.15 Outsourcing Partnership Best Practices
There should be 2 presenters – the client who will co-present with a representative from the
outsourcing company.

 The work undertaken on behalf of the client and why it was outsourced in the first place
 The scope of the projects i.e. no of staff involved, volumes etc
 What both parties have to bring to the table and be open with for the partnership to succeed
 What challenges you faced and lessons that have been learnt working together

6.16 Quality Auditor Best Practices

 How you define the success of your role (give results where )
 About your style and methods and what has had the best results
 Tools you use that make your job easier
 How you help others in quality roles improve their skills and abilities (where relevant)
 Your personal opinions of what quality auditors can do to help front line staff succeed

6.17 Recruitment Campaign Best Practices

 The Recruitment Campaign – what it was, why it was needed
 What made the campaign different and unique
 Lessons learnt that other centers can benefit from

6.18 Remote Workers / Home Agents Best Practices

 Your remote agent/home agent strategy – why it was developed and how was rolled out
 How the program has benefited your company and customers

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6.19 Sales Campaigns – Best Practices

 The Sales Campaign – what it was, why it was needed
 What made the campaign different and unique

6.20 Sales Professional (Agent) Best Practices

 How you define the success of your role (give results where applicable i.e. sales targets
versus actual, customer satisfaction)
 About your sales style - how you stay motivated, how you achieve great results
 Strategies that have worked for you and how your company drives you towards success
 How you help other sales professionals in your company benefit from your experience
 Your personal opinions of what contact center executives can do to help sales
professionals succeed (do’s and don’ts)

6.21 Self Service Solution Best Practices

 What technology solution you developed and why
 How it has benefited your center and customers
 What lessons did you learn in the design, implementation and follow-up that you can share
with others considering self service solutions

6.22 Social Media Strategy Best Practices

 How you support social media interactions with your company
 Service standards, reporting results and how the strategy has evolved over the past year

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6.23 Supervisor Best Practices

actual, customer satisfaction, employee engagement)
 About your approach - how you stay motivated, how you achieve great results with staff that
can become demotivated or disruptive in your team
 How you help other supervisors in your company benefit from your experience
 Your personal opinions of what contact center executives can do to supervisors succeed
(do’s and don’ts)

6.24 Support Professional - HR Best Practices

 What your role is and how your success is measured
 Strategies that have worked for you in HR and that have resulted in better solutions for the
contact center
 Challenges you have faced and overcome and what you believe sets your personal HR
support apart from others
 How you help others in the same role succeed

6.25 Support Professional - IT Best Practices

 Strategies that have worked for you in IT and that have resulted in better solutions for the
contact center
 Challenges you have faced and overcome and what you believe sets your personal IT
support apart from others
How you help others in the same role succeed

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6.26 Support Professional - Workforce Planning

 Strategies that have worked for you in WFP and that have resulted in better resource
utilization in the contact center
 How you manage your rotas, staff challenges and conflicts
 How you help others in the same role succeed

6.28 Technology Innovation - Internal Solution Best Practices

 What technology solution you developed and why
 How it has benefited your center and customers
 Challenges you faced and had to overcome with the solution

6.29 Technology Innovation – Vendor Solution Best Practices

 What technology solution you developed and the problem they address
 How they have helped with service
 What makes the technology Innovative

NOTE – you should not be using this as a sales opportunity – you are here to share best practices
and should ensure your presentation focuses on this. If you submit a sales pitch it will be rejected
and you should not attempt to sell at the event whilst on stage.

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6.30 Trainer Best Practices
Trainers have 2 tasks to perform at the conference

The first is to run a brief energizer session and second to present at the conference. Each task is
described below.

Energizer Session
It’s common that trainees can become a little tired or distracted and they need some extra
motivation or direction to get back into a high gear for training. Your task is to run a session
(anything you want) for a maximum of 3 minutes to achieve this task. There are only two (2) rules:
(1) whatever you do it must not be indecent or inappropriate for the audience and (2) It must be
achieved within 3 minutes. You should email your planned task to Raj Wadhwani, President
ContactCenterWorld.com before May 15th for approval. Once it has been approved it may not be
altered without any further approval. When you email your plan, please state clearly who you are,
for which conference area and that its your task for the energizer session. Raj can be reached at
rajw@ContactCenterWorld.com

Content for the presentation

Your slides should all be focussed on your role and success as a trainer and include:

actual, customer satisfaction, trainee feedback/success)
 Strategies that have worked for you as a trainer when dealing with 2 of the following
situations (you choose): know-it-all trainees, uninterested trainees, disruptive trainees,
service staff who don’t want to sell and you have to train them.
 Tips for conference delegates on how to recruit, train or motivate (or combination of
all) trainers to become stellar trainers in their center

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7. Presentation Tools

We are providing a remote device for advancing slides (see image below)

(D) Laser pointer

(B) Back to (A) Move to next

previous slide slide
- KEY BUTTON!

(C) Blank screen
(black)

Remote device key:
 A Move to next slide: This is the main button to use – it will move forward in your
presentation
 B Back to previous slide: This will move back in your slides.
 C Blank screen/resume: If for any reason you want to darken the screen, press the blank screen
and press it again to reveal the last slide you were on. It gives the effect of a completely black
screen – nothing but black will be displayed.
 D Laser button: The laser button is useful if you want to project a laser dot on the screen.

Microphones
For those presenters who like to move about as they speak a handheld and over the ear microphone is
available. Otherwise, presenters wishing to speak from the podium can be assured there is a podium
microphone, which will pick up their voice from a reasonable distance. Please ensure you speak into the
microphone and not turn your head away and speak. Also please make sure you use the microphone at all
times as we are recording the audio.
For those using the over the ear microphone, please position the microphone close to your mouth. There is
an on/off button on the top of the power pack – PLEASE DO NOT TOUCH THE ON/OFF BUTTON .

Timekeeping
We have an electronic timekeeping system which comprises a count down timer and light notification
system. This will be started as soon as you start your presentation. The green light will light up as soon as
your start. 2 minutes out the amber OR green light will glow/flash and when your time is up a buzzer will
sound and the red light will go on. At this time we will cut your microphone and any video playing.

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A picture of the time keeping system is shown below. We also have tools that your co-workers can use
to help you count down the time – see next page for an illustration of the manual system.

Manual system
your colleagues
can use to assist
you

Light notification system

Question and Answer Sessions
After all presenters have concluded, we will ask that all
presenters participate in a Question and Answer session where we will invite questions from the audience.
You must participate and will be asked to share the top table where you will have a microphone and also be
able to see the question being posed by the delegates.

Testing Slides
We have invited all presenters to test their slides. If you choose not to exercise this option then that is your
choice. It is your responsibility to make sure your slides are the correct ones and that every transition,
animation, audio and video is correct. We will not embed video or allow any changes on the day of
your presentation.

Present from Your own PC
You are able to use your own PC so long as we have a copy on ours – advise us in advance if you wish to
do this – we will need your PC 1 HOUR BEFORE the sessions you are presenting in start so we can
integrate it into the system.

Video on DVD/CD
We can run video from a pc if your video is not embedded – this is not ideal but possible

Multiple Presentations
If you are a presenter and your company has the opportunity to present in several categories, please
ensure that you do not repeat slides in other presentations unless they are absolutely necessary. Boring
presentations or repeated content lead to lower scores from the judges

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8. London Presentation Plan Form
PLEASE COMPLETE THIS PAGE AND FAX TO +1-888-624-9178 OR +44 (0) 208 588 5440
NO LATER THAN 25th May 2012

1. Name of Presenting category: ______________________________________________

2. Presenters name/Company: ______________________________________________

3. Date or presentation: ______________ Duration of presentation: _________

4. No of slides in PowerPoint: _______ No. of slides/minute ______ (recommend 2 or less)

5. Do you have any VIDEO clips? Yes / No (IF NO GO TO Q6)

a. If yes, how many video clips? _____ If 1, duration (mins:sec) ______ and what slide? ____

if 2 or more: Specify for each clip:

duration (mins:sec) ______ and what slide? ____
b. duration (mins:sec) ______ and what slide? ____

c. Does the video run automatically? Yes / No (delete the one not applicable)

If not, explain how we should run the video __________________________________

_____________________________________________________________________

d. What format is the video in AVI, ASF, WMV? _________ (other formats are not supported)

6. Do you have any AUDIO clips? Yes / No (IF NO GO TO Q7)

a. If yes, how many audio clips? _____ If 1, duration (mins:sec) ______ and what slide? ____

if 2 or more: Specify for each clip:

b. duration (mins:sec) ______ and what slide? ____

c. Does the audio run automatically? Yes / No (delete the one not applicable)

If not, explain how we should run the audio __________________________________

_____________________________________________________________________

Continued on next page
22 | P a g e
5/4/2012

7. Will you be using your own laptop? Yes / No (IF YES THE SLIDES MUST STILL BE
UPLOADED TO CONTACTCENTERWORLD AND MUST MATCH WHAT THESE WHEN YOU
PRESENT)

8. Any other special instructions regarding your PowerPoint we need to be aware of?
Please specify below – be specific
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

9. Will you have a co-worker who can assist you with timings using the manual countdown
timer? (highly recommended)

Yes / No (delete the one not applicable) If yes please make sure they know what to do (pg 18)

10. Regarding your presentation and participation, check the following:

Have you read the specific requirements in this briefing document? Yes / No
Have you included tips in your slides? Yes / No
Have you purchased tickets for the conference? Yes / No
Have you purchased tickets for the gala dinner? Yes / No

If you answer to any of the above is No, please explain ___________________________

__________________________________________________________________________

What date / time are you arriving in London? __________________________

MUST BE COMPLETED BY PRESENTERS ONLY
I confirm that the information above is correct and that I understand that I cannot change the format of my
uploaded presentation which is to be supplied to ContactCenterWorld.com by the 9th June 2012. I
understand and agree that my participation may be cancelled without any re-imbursement should I fail to
follow the instructions provided by ContactCenterWorld

Signed: _______________________________ Date: ___________ ______________

Name: ________________________________ Job title: __________________________

PLEASE COMPLETE THIS PAGE AND FAX TO +1-888-624-9178 OR +44 (0) 208 588 5440
NO LATER THAN 25th May 2012

23 | P a g e
5/4/2012

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