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Annual Conference 2011 Videos

Annual Conference 2011 Videos

Presentations from the Brewery, London, 23 Nov 2011

 

 

 

 

 

KEYNOTE: Service Excellence in the Social Age

Jo Causon, CEO, Institute of Customer Service

(26.47 Mins)
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Changing Channels - Tuning into your Customer before they Switch you Off

Gerry Brown, MD EMEA, Strativity Group

(31.03 mins)
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CASE STUDY: Speech Analytics - A Voyage of Discovery, from Concept to Commitment

Jenefer Campbell, Head of Client Service, BNY Mellon

(35.25 Mins)
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Best Practice Interview Techniques

Gavin Oxburgh & Toby Sparrow, Senior Lecturer Forensic Psychology / Manager, Teesside University / Business Systems

(31.46 Mins)
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KEYNOTE: Using Social Media as a Customer Service Channel

Bian Salins, Head of Social Media Innovation, BT

(38.17 Mins)
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The Top 10 Call Centre Issues in 2011

Jonty Pearce, Editor, Call Centre Helper

(16.33 Mins)
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CASE STUDY: Transforming Service Delivery through Smart Planning

Dave Vernon & Tim McKeegan, Head of Membership / Performance Manager, PPF / Autoglass

(29.00 Mins)
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