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Annual Conference Speaker Videos 2010

Annual Conference Speaker Videos 2010

Presentations from Vinopolis, London, 23 Nov 2010

Simply click on the arrow corresponding to the video you wish to view to play the video.

 

 

 

 

 

Customer service in a class of its own

Joanna Causon, CEO,, Institute of Customer Service

(24.27 mins)
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CASE STUDY: Reducing costs & maximising contact centre revenue with Speech Analytics

Ray Biggs, Call Centre Manager, Home Retail Group

(16.58 mins)
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The art of listening to complaints

Paul Cooper, Director, Customer Plus

(33.12 mins)
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Clouds, Crowds & Customers

Dr Nicola Millard, Customer Experience Futurologist, BT

(37.11 mins)
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Driving value and change through back office planning

Dave Vernon, Head of Best Practice, Professional Planning Forum

(8.50 mins)
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CASE STUDY: Driving value and change through back office planning

Adrian Hawes, Resource Optimisation Manager, Aviva General Insurance

(23.44 mins)
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PCI Compliance: Myths and Truths

Nick Steele (QSA), Director of Consultancy Services, Red Island

(21.09 mins)
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CASE STUDY: PCI Compliance

Marian Honan, Housing Support Manager, Orbit Services

(4.11 mins)
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CASE STUDY: PCI Compliance

Matthew Cherry, Continuous Improvement Officer, Orbit Services

(8.45 mins)
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