Improving Performance in the Contact Centre Conference Agenda
9.30 Chair Opens & Welcome
- Paul Cooper, Director, Customer Plus
9.40 KEYNOTE: Profiting from the customer service renaissance
- Jo Causon, Chief Executive, Institute of Customer Service (ICS)
UK Customer Service is undergoing change with those leading the way achieving true customer engagement.
What can we learn from them? How can we achieve the balance of driving up profit whilst meeting those targets which are perceived to negatively impact service levels?
10.20 Speech Analytics - Understanding & acting on customer intent & behaviour
- Dr Marsal Gavalda, VP of Incubation & Principal Language Scientist, Nexidia & Jonathan Wax, VP EMEA, Nexidia
Languages and technology expert, Dr Gavalda provides a snapshot of the future of voice technology.
Highlighting how speech analytics delivers insight, action and results, this presentation contains reference case study material showcasing the significant benefits
already being achieved by industry pioneers.
11.00 Refreshment Break
11.20 CASE STUDY 1: Achieving savings with workforce management
- Lucy Harris, Head of National FM Helpdesk, Atkins
A real life example of how Atkins has achieved greater agent empowerment and ownership of tasks whilst realising significant cost and labour savings in the process.
Find out how this company optimised their business processes whilst differentiating their service offering.
12.00 Customer Experience Analytics (CEA) - Treat your customer as an individual not a series of transactions
- Marco G Pacelli, CEO, ClickFox Inc
Customer experience is defined by the collective interactions customers have with the enterprise, and the ability to analyse these interactions
with CEA enables a company to provide an optimal experience at every touch point. This presentation showcases companies using CEA to provide customers
with productive, satisfying experiences whilst leveraging cost effective customer service options.
12.30 LUNCH
13.30 Industry Insight: Tackling the top 5 issues facing call centres today
- Jonty Pearce, Editor of Call Centre Helper & Jon Snow, Editor of Call Centre Clinic
Two of the leading digital editors in our industry battle it out, addressing the key issues facing today's call centres as identified
by their readership and putting forward their views on how best to tackle them. Come prepared to challenge them, to get the most out of this interactive session.
14.00 KEYNOTE: The role of the CCA in improving the customer experience
- Judy Smyth, Director of Quality and Standards, Customer Contact Association
This session will highlight how the CCA is helping move organisations beyond merely meeting minimum standards to achieving excellence in their
operation by facilitating and then anchoring best practice. Leveraging the output from a thought leadership group of senior contact centre
executives and customer experience forums - find out how you can drive the customer agenda.
14.40 CASE STUDY 2: Successfully guiding your business through the evaluation journey
- David Mason, Major Accounts Manager, Business Systems
Acquiring products and services has never been more complex, how do you quantify return on investment when implementing the latest technology?
Better yet how do you convince your business it's even worth taking the risk in the current climate? This session identifies how Business Systems
provided customers with positive actionable data that allowed them to build the case for investing in a speech analytics solution.
15.20 CHAIR CLOSES - Refreshments, networking and exhibition showcase
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