| |
|
|
Dates & Info
|
|
11.05.2011
Glaziers Hall, London
Agenda
09:30 am
|
Registration & Coffee |
10:00 am
|
Opening
Jonty Pearce - Call Centre Helper
"20 Tips for your Contact Centre"
Richard Abdy - NHS Business Authority
"Innovation in Planning with InVision"
Hear Richard Abdy of NHS Business Services
Authority reveal how a preference-based scheduling and workforce
management system saved £150k in year one, with further savings of £250k
expected, through full union consultation. This more complex approach
to resourcing has increased flexibility, improved work/life balance for
employees and allows better planning of training, recruitment,
meetings, reviews and coaching. It has even freed up time for 45
employees to complete their NVQs. And all this was achieved in just
three months.
David Payne - Mercury Customer Management
"Quality Management Best Practice with ASC and Mercury Customer Management"
David Payne could be described as a serial entrepreneur, having set up the successful Maia Consulting and now moved onto setting up Mercury Customer Management. Mercury will take forward David's enthusiasm for helping clients to maximise the value of their customers and the ROI from their contact centres by providing outsourced Quality Management services. David brings to CCIT his experience in working with the Quality Departments of many contact centres and ASC’s INSPIRATIONpro QM tool.
Paul Cooper - Customer Plus
"Quality in Customer Service"
Paul is one of the UK’s leading speakers on all matters to do with Customer Service. For over 14 years, he has had a very active speaking and chairing programme at seminars and conferences in the UK and overseas, and is known for his extrovert, entertaining and somewhat controversial views and style. He has also appeared regularly on radio and TV, on such programmes as Watchdog, You and Yours, the Today Programme, Working Lunch, Five Live, and many others, and he has written numerous articles for newspapers, magazines, and books.
Andreas Klug - ITyX Solutions
"Customer Care 2.0: Input and Response Management with ITyX via E-Mail, Internet, Mail and Social Media"
Dr Nicola J. Millard - BT
"Clouds, Crowds and Autonomous Customers:
Doing Service as Unusual"
Dr Nicola Millard is a customer experience futurologist
with BT. Despite working for a technology company, Nicola isn't actually
a technologist and combines psychology with futurology to try and
anticipate what might be lying around the corner for both customers and
organisations (sadly, her crystal ball is currently broken). Scarily,
Nicola has now worked for BT for 20 years. She has done a number of jobs
around the BT business, including user interface design, customer
service and business consulting.
John Casey & Phil Anderson - Professional Planning Forum
"Learn from the Innovator’s"
Innovation often comes from seeds of ideas thrown out by
others. Find out why this year’s Contact Centre of the Year Award
Winners were truly special, what steps did they take to get there and
leave with take away ideas which could lead to innovative improvement in
your contact centre. Covering many facets of contact operation from MI
to employee engagement and resource planning to speech analytics this
fast based idea driven session will expose you to many Best Practice
concepts.
|
04:00 pm
04:20 pm
|
Conclusion & Discussion
Closing |
Details
|
|
|
