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Conference Programme - Day 2 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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Defining Your Contact Centre Strategy - Sponsored by Siemens
09:30 - 10:30
Aligning Your Call Centre With Company Goals

Top down or bottom up: aligning strategies to achieve success

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Speaker:   Lucy Harris,Head of Helpdesk,Atkins
11:45 - 12:45
Reducing Costs Without Impacting On Customer Service

New ways of driving efficiency in contact centres

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Speaker:   Simon Roncoroni,Director,SR Consulting
14:00 - 15:00
Starting A Transformational Journey

Servicology: service up, costs down, people onboard

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Speaker:   Dawn Cox,Head of Customer Service,Staples Natalie Calvert,Managing Director,Calcom Group
15:30 - 16:30
Dealing With Unpredictable Call Volumes

Under forecast, over forecast: you rarely get what you expect

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Speaker:   Catherine Murton,Telemarketing Manager,Which? Graham Hoskins,Managing Director,Kinetic GB
Getting the Most from your People
09:30 - 10:30
Engaging New Staff

Transforming the new entrant experience

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Speaker:   Alison Munn,Head of Training,BT Retail
11:45 - 12:45
Giving Employees A Voice

LV= reveals the amazing results of listening to front-line staff

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Speaker:   Peter Sinden,Director of Sales & Service,LV=
14:00 - 15:00
Boosting Employee Performance

Increasing staff productivity and engagement at no cost

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Speaker:   Simon Pollock,Head of Customer Services,Surrey County Council
15:30 - 16:30
Effective Tools For Managing Your Workforce

Home-made metrics: isolating elements of world-class management

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Speaker:   David D'Souza,Organisational Development Manager,CPP Group
Meaningful Measures
09:30 - 10:30
Effectively Managing A Diverse Call Mix

Applying uniform targets for AHT doesn't work. So what's the alternative?

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Speaker:   Carol Roberts,Data Analyst,Lloyds Banking Group
11:45 - 12:45
Improving The Way We Measure Quality

Quality management is flawed. Can it be rescued?

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Speaker:   Dr. Guy Fielding,Director,Horizon2
14:00 - 15:00
Innovative Metrics

Aligning behaviours with metrics

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Speaker:   Colin Whelan,Head of Training,Professional Planning Forum Richard Furlong,Contact Strategy Manager,APEX Credit Management
15:30 - 16:30
Successful Customer Experience Measurement

Customer Analytics: The metrics that matter

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Speaker:   Jonathan Wilson,Account Director,gem Valerie Sujobert,Operations Manager,Cisco