'Setting Standards for Improving Performance in Customer Service’
Forum Agenda

Date:  Thu, June 11, 2009     
Location:  BioCity, Pennyfoot Street, Nottingham, NG1 1GF

Register your interest here or call 0800 458 2988

This Regional ICS Customer Service Forum hosted by Business Systems showcases improvements which can be made in customer services designed to enhance performance and improve service delivery and experience. Highlighting best practice, gain practical guidance on how you can drive sales and service excellence in your contact centre or service desk.

Call Recording, Quality Monitoring, Campaign Management and Analytics all have a part to play in setting standards for delivering customer service but how can you make it work for your organisation, find out in this forum!

10.00

Registration & Coffee

10.30

Chair’s Opening Address
- Welcome and purpose of today’s event.

Ruth Evans,
ICS Forum Leader

10.45

Doing best what matters most to customers
- What is important to your customers and are their requirements being met? ICS regularly conducts research into how organisations deliver customer service needs and wants. In this difficult economic climate, find out what recent ICS studies reveal!

Ruth Evans,
ICS Forum Leader

11.15

Rapid return consultancy –no more excuses for poor returns
- What is rapid return consultancy and what impact can it have on your service operation? How do you manage change effectively to get the most out of your quality programmes? Who has already embraced rapid return consultancy and how do you identify if you are delivering the ‘WoW’ factor customers demand?  – this session from our resident consultancy expert covers it all.

Brent Bischoff,
Contact Centre Consultant,
Business Systems

11.45

Short Break

11.55

*** INDUSTRY HOT TOPIC ***
Harnessing analytics to drive sales and service excellence
- Speech analytics is no longer a new concept. A number of UK contact centres are now implementing solutions to achieve differentiation through improved customer service by more closely analysing individual and organisational performance. Whether you opt for a speech vs phonetics or hosted vs onsite analytics solution this session provides an overview of the latest tools available and the results they are already reaping for early adopters.

Stephen Sawyers,
National Sales Manager,
Business Systems

12.25

Practical Demonstration
- A brief demonstration of how a live system can enable managers to see key elements affecting the organisation.

Helen Berry, Sales Executive, Business Systems

12.45

LUNCH & NETWORKING                                     

1.45

*** CASE STUDY ***
How to revolutionise your call handling capability
-  A benchmark case study on how one organisation has significantly improved customer service levels by implementing a hosted campaign management tool which they own, manage and change as needs dictate with minimum impact on costs, time and labour.

Matthew Bryars, CEO, Aeriandi

2.15

Questions & Chair’s Closing Remarks
- A synopsis of what has been said and what attendees need to consider going forward.

Ruth Evans,
ICS Forum Leader

2.30

CLOSE