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Conference Programme - Day 1 Timetable

Last year’s conference included a range of new and exciting sessions from top industry professions, giving delegates the chance to have gotten the very latest information and advice on how their business can strive to remain buoyant and recoup the desired competitive edge.

Future Trends Stream Sponsored by  Siemens

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Future Trends - Sponsored by Siemens
09:30 - 10:30
Delivering Online & Social Customer Service

Taming the beast: has social media created a customer relationship monster?

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Speaker:   Paul Barnes,Managing Director,Eptica Sharon Biltcliffe,Ecommerce Customer Service Manager,Republic
11:45 - 12:45
Cloud Based Solutions

Should we have our head in the clouds?

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Speaker:   Rufus Grig,CTO,Azzurri
14:00 - 15:00
Customer Service & Social Media

Customer service & social media - cutting through the hype

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Speaker:   Martin Hill Wilson,Director,Brainfood
15:20 - 16:20
Delivering A World Class Customer Service

Why everyone needs to be a customer service champion

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Speaker:   Doug Fawell,Operations Director,Softcat
Managing The Customer Experience
09:30 - 10:30
Giving Customers A Voice

Transforming your centre by enhancing customer and colleague satisfaction

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Speaker:   Adrian Crossland,Business Development Manager, Customer & Colleague Experience,RAC Jo Hale,Head of Sales & Service Contact Centre,RAC
11:45 - 12:45
Learning From The Customer Experience

Getting the real story with customer reviews

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Speaker:   Mathis Wagner,Head of Customer Services,Charles Tyrwhitt
14:00 - 15:00
Creating Customer Loyalty

Turning customers into fans

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Speaker:   Ben Reardon,Head of Logistics & Customer Service,Abel & Cole
15:20 - 16:20
Multi-Channel Customer Experience

Why self service shouldn't mean no service

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Speaker:   Neil Mason,Consultancy Director, Sharon Reeves,Head of Eservice Operations,BSkyB
Workplace Culture
09:30 - 10:30
Measuring The ROI Of Training

Workforce optimisation through e-learning

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Speaker:   Richard Priddle,L&D Manager,The Carphone Warehouse UK (Part of Best Buy Europe)
11:45 - 12:45
Building A Multi-Award Winning Contact Centre

Sustaining a culture of customer service excellence and people engagement

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Speaker:   Lynda Campbell,General Manager,British Gas
14:00 - 15:00
Creating A Balanced & Sustainable Culture

How to make customer-focused cultural changes that build satisfaction and engagement

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Speaker:   Jo Thomson,Managing Director,Procter Raymond Pettitt,Telephony Director,Barclays Bank (Direct Channels)
15:20 - 16:20
Improving Customer Focus In A Climate Of Reduced Funding

Developing a strategy to improve trust, confidence and reassurance

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Speaker:   Glenn Bracey,Director of Training,Future Vision Training Gwyn Thomas,Chief Superintendent,Heddlu Dyfed Powys Police