Details of the 5th annual Call Centre Expo UK conference have been revealed. Interactive half-day executive masterclasses, case-study led conference sessions and free-to-all daily keynote sessions will be presented by senior industry experts and will focus on the key areas of People & Workplace; Business Process & Strategy and Call & Contact Centre Technology. Call Centre Expo UK will be held from 16-17 September 2003 at the Birmingham NEC, UK.
Kate Watts, conference manager explained: ‘Increasingly, excellence in customer service & customer contact is being demanded by clients. To provide this, organisations need to first understand the issues within the areas of People & Workplace; Business Process & Strategy; and Call & Contact Centre Technology and secondly, understand how to implement relevant solutions within each of these areas for the smooth & profitable running of their call/contact centre.”
“Through the case-study led conference, delegates will gain an invaluable insight into each of these areas. The unique modular format of the conference will allow delegates to tailor their daily programme to attend sessions from across each area to suit their own requirements,” Watts concluded.
Aimed at decision-makers involved in any aspect of contact centres, customer service, telemarketing and outsourcing, the conference will cover the full spectrum of call and contact centre issues and solutions within three distinctive areas:
People & Workplace topics include: retention and absenteeism, training / e-learning, career structure / development, recruitment, environment, change culture, performance measurement, and coaching / motivation.
Business Process & Strategy topics include: cost to profit centre, call to contact centre, maximising performance, CRM / e-CRM , workforce management, outsourcing, brand consistency, and change management.
Call & Contact Centre Technology topics include: self-service solutions, IP, VoIP, IP-ACD, speech solutions, virtual call centre, IVR, future technologies, CRM & e-CRM, and multi-channel / CTI .
The interactive half-day executive masterclasses will include group discussion and break out sessions regarding ‘On & offshore outsourcing’, ‘Contact centre start-ups‘, ‘People strategies‘ and ‘Cost to profit centre ‘. Delegates will leave with a practical working plan that can be immediately implemented within their own organisation.
Filipe Samora
2003-05-06
Em Foco – Produto