THE WORLD CLASS CONTACT CENTRE FORUM 2008

Welcome to an event positioned at the cutting edge of Call Centre innovation. By holding an event specific to the challenges faced by the industry, we can bring together expertise and focused case studies that will ensure learning’s and insights are more directly transferable to the audience.

As a critical interface between your customers and your organisation, Contact Centres represent your brand in practice and a source of feedback to your business. Against a backdrop of a reputation for being unpleasant places to work, Contact Centres are facing a wealth of other challenges: pressure to cut operating costs; managing agent attrition and engagement; developing ways to respond to customer dissatisfaction… the list goes on.

At our April event we will look at the various ways we can go about building excellence in Call Centres and in particular how to drive change through People, Quality and Productivity. The visionaries in the industry are looking at ways to:

• develop the customer experience such that it becomes the key differentiator for their brands to create loyalty,
• enable agents to deal with more complex interactions either through supporting them through either technological solutions or through effective skills development and training,
• Creative ways to grow the expenditure of their customer base.

Technology Innovation

By providing the whole customer journey to an agent on a single screen, we are far more effective in responding to a call. We will explore the role of automation and self service in the contact centre of the future. We will embrace leading edge technologies including unified communications, voice analytics, web2.0 to develop the service of choice to the customer by providing end to end engagement in a multi-channel environment.

Lean Process Redesign

Is ‘Lean’ on your radar? There have been conflicting discussions that suggest that the philosophy and methods that have transformed other industries have huge potential for Contact Centres; just as there have been suggestions that it doesn’t work in our environment. At our event you will be presented with some evidence of the opportunities that ‘lean’ can bring and the challenges of making it work. Our speakers on the subject will demystify the concepts and define the critical success factors needed to transform operations.

Engagement of People

The forum will show companies that are winning the hearts and minds of their own staff and enabling this engagement to filter directly through to the customer. Cultural transformation of the Call Centre environment is achieved and supported through developing mechanisms by which change can be driven from the ground up.

The vision is quite simple; create a culture for commercial and people success linked to the overall business plan by delivering innovative strategies in a multi-channel environment.

A Not to be missed forum – register your place now and take advantage of the early bird price.

Key note Speakers

• Day 1: Rob Hawthorn, Customer Service Director, Barclays Commercial Bank
• Day 2: Simon Smith, Customer Centricity Director, GE Money Europe

SHOULD I ATTEND?

• CEO’s, COO’s CFO’s MD’s, FD’s
• Contact Centre Directors/Managers
• Customer Service Directors/Managers
• Operation Directors/Managers
• Customer Care Director
• Commercial Directors/Managers
• Transformation and Change Directors/Managers
• H/O Organisational Change
• General Managers
• IT Directors
• Sales Directors
• H/O Service Support

Anyone who has a key role with people, quality and productivity within their contact centres then this is the event for you.