408 — CCA holds CRM summit in March

Jan 15, 2003 | Conteúdos Em Ingles

The challenges and opportunities of working in the call centre industry at a global level will be some of the main topics addressed at “Customer Relations – Delivering Excellence in a Global Market,” a CRM summit to be hosted 19 Mar. by the Call Centre Association (CCA) in London.
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“These are challenging times in the call and contact centre industry. Centres located in the UK are now facing major issues such as change driven by technology, increased customer expectations and globalisation, which present both opportunities and challenges.

“It is now clear that a business advantage in a global marketplace will only be achieved and sustained by those companies which place the professionalism of the industry at the forefront of their everyday activities.

“Contact centre operators will learn a great deal from this summit about how to meet the challenges and some of the critical success factors of operating in an emerging global market,’ explained Anne Marie Forsyth, executive director of CCA.

The conference, to be held at the ‘Queen Elizabeth II Conference Centre’, will be chaired by Carol Borghesi, from BT Retail Customer Service. Speakers include Pat Doughty, from General Motors – European Customer Services, and Ian Owen, from Zurich UK.

About CCA

Funded by member subscriptions, CCA is the independent professional body for the call and contact centre profession in the UK. The organisation aims at facilitating knowledge transfer across member organisations to bolster standards of operation. The CCA currently has over 500 members with 64% based in England and Wales and the remainder based in Scotland, Ireland and overseas.


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