The Business Process & Strategy sessions at the Call Centre Expo 2003 Conference will provide delegates with business solutions regarding call & contact centre best practice. Leading industry experts will present tried, tested and effective solutions through a case-study led conference programme. Call Centre Expo 2003 will run from 16 – 17 September, 2003 at the Birmingham NEC, UK.
“As customers become more demanding, organisations are constantly required to provide better customer contact,” explains Kate Watts, Call Centre Expo’s conference manager. “The conference sessions are designed to demonstrate how to implement an effective strategy within delegates own organisations, no matter what their stage of awareness, understanding or implementation of call & contact centres.”
The Business Process & Strategy conference sessions will feature the following presentations:
From Cost to Profit Centre: Getting sales conversion flying.
Presented by John Giddings, Managing Consultant for Blue Sky Consulting and Darren Seymour, Head of Contact Centres for Virgin Atlantic.
Call to Contact Centre: Satisfying the segment of one.
Presented by Don Haddaway, Managing Director for Artisiam and Ian Rogers, Managing Director for Dataforce Ltd.
Maximising Performance: Performance management paves the way for profitability.
Presented by Rosemary Turley, VP of Marketing for Performix Technologies and Janice Hall Head of SME for O2 UK.
CRM & e-CRM: Delivering excellent customer service in a fast growing company.
Presented by Ben Dreyer, Operations Director for Boden.
Workforce Management: Measuring the ROI of workforce optimisation – a contact centre case study form Thomas Cook Direct.
Presented by Simon Priestly, Head of Capacity & Yield at Thomas Cook Direct.
Outsourcing: The truth about contact centre pricing – a comparison of pricing structures for national & international outsourcers.
Presented by Penny Bousfield, Client Director – Outsourcing for CM Insight.
Consistency of Brand: Mutual Enlightenment
Presented by Chris Harding, Consumer Relations Manager for Reckitt-Benckiser Plc and Steve Jellis, Client Services Director for iSKY Europe.
Change Management: How AXA PPP has transformed performance through successful investments in their sales channels.
Presented by Ray Martin, Managing Director for First Place Consulting and Mike O’Brien, Head of Small Corporate Business for AXA PPP Healthcare.
Running alongside the Business Process & Strategy conference sessions will be two further tracks, People & Workplace and Call & Contact Centre Technology.
Four half-day Executive Masterclass sessions will be held in conjunction with the conference to provide an interactive environment in which senior decision-makers can find the solutions to their call and contact centre issues. Each session will include group discussion, breakout sessions and teamwork.
Em Foco – Projecto