The Call Centre Expo Conference 2004 is to focus on whether the call centre industry is doing all it can to meet customer expectations.
The event, held at the NEC in Birmingham on 29-30 September, will feature seminars on customer contact and technological advances, said organisers CMP Information.
The strategy track of the conference seminar programme will include:
· Uncovering a successful private/public sector partnership - Tim Sunley, director of pension credit application line The Pension Service, and Vicky Jenkins, operations director, Ventura.
· The state of the industry – human, technological and commercial realities of the UK contact centre industry today - Steve Morrell, managing director, ContactBabel
· The performance management explosion and its impact on the world's largest Internet business - Tony Hanway, vice president of member services, AOL, and Rosemary Turley, vice president, marketing, Performix Technologies
· Using customer expectations to drive customer service performance improvement - Nicola Eaton Sawford, utilities practice leader, Blue Sky Consulting, and Jane Rawlings, network operations, Central Networks (formerly Midlands Electric)
· From CRM strategy to CRM call centre – what it really takes to make it work - Barry Crooks, CRM manager, DaimlerChrysler, Retail, and Stephen Peattie, managing partner, Kinetic
· The strategy of constructing a multi-media contact centre with happy staff and satisfied customers - Ozge M Tekalp, manager, and Mehmet Akgun, manager, Finansbank (award winning Turkish call centre)
· Are we, the management, driving customers away? - Bruce MacLellan, director of operations, Capital One.
For more details go to www.callcentre-expo.com.
