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

Date:  Wed, May 27, 2009     
Location:  House for an Art Lover, Bellahouston Park, Glasgow

Register your interest here or call 0800 458 2988

This Regional ICS Forum hosted by Business Systems showcases improvements which can be made in customer services designed to enhance performance and improve ‘experience’ and ‘delivery’. Highlighting best practice, find out how Standard Life have leveraged their call recording system to ensure customer service levels continue to exceed expectations.

Call Recording, Quality Monitoring, Analytics and Campaign Management all have a part to play in setting standards for delivering excellent 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

Shirley McNabney,
ICS Forum Leader

10.45

Simply the best
- Shirley McNabney, Membership Director gives an overview of the latest results from the UK Customer Satisfaction Index highlighting the top performing organisations in each of the industry sectors.

Shirley McNabney,
ICS Forum Leader

11.15

*** CASE STUDY ***
Standard Life – Exploiting call recording to deliver customer insight
- Today’s call recording solutions have moved far beyond the ‘set it and forget it’ mentality of years ago. Find out how Standard Life are working with Business Systems to extract valuable information from their recording system to deliver optimum customer service improvements whilst gaining customer satisfaction insight.

Rory Mackenzie, Senior Technical Architect, Standard Life

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.

David Mason,
Major Account 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.

David Mason,
Major Account Manager, 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.

Nick Wilkinson, Account Manager, OPEX Hosting

2.15

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

Shirley McNabney,
ICS Forum Leader

2.30

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