Conference Presentation Slides

KEYNOTE: Service Excellence in the Social Age
As the channels for delivering customer service continue to expand, Jo addresses some of the challenges facing organisations in today’s social age. Providing insights into those organisations who are excelling within this changing landscape, this session will leave you with one thought – do we measure up?

- Joanna Causon, CEO, Institute of Customer Service

Changing channels - Tuning in to your customers before they switch you off
With customers demanding greater consistency and quality across all channels, companies must have a well-designed, multi-channel, customer experience strategy. Gerry provides some insights on how to effectively and profitably align technology, cultural, and procedural elements, to create a new breed of empowered and aware employees to deliver consistent, relevant and memorable experiences.

- Gerry Brown, MD EMEA, Strativity Group

CASE STUDY: Speech Analytics -  A voyage of discovery, from concept to commitment
Revealing their key objectives for implementing analytics, the Bank of New York Mellon shares their journey of discovery. Identifying what prompted their investment, this session highlights how they intend to make it work and produce benefit for their business, their clients and their employees.

- Jenefer Campbell, Head of Client Service Centre, Bank of New York Mellon

Is Social Media a Fad? The Video Clip > 

Best Practice Interview Techniques
No manager wants to resort to disciplinary procedures, but inappropriate workplace conduct should be investigated before it becomes endemic – such action should be executed professionally and in accordance with the law. This session identifies the latest techniques, technologies and psychological research increasingly applied by businesses and law enforcement agencies to ensure best practice prevails.

- Gavin Oxburgh, Senior Lecturer Forensic Psychology, Teesside University and Chair of the International Investigative Interviewing Research Group (iIIRG) and Toby Sparrow, General Manager, OPEX Hosting

KEYNOTE: Using Social Media as a Customer Service Channel
Covering best practice tips for putting together a social media customer service strategy, hear the BT story. With anecdotes highlighting initiatives that are tried, tested and work, the pitfalls to avoid and the results which can be reaped, this session should not be missed.

- Bian Salins, Head of Social Media Innovation, BT

- Jonty Pearce, Editor, Call Centre Helper

CASE STUDY: Transforming Service Delivery through Smart Planning 
Find out how in the space of a year, Autoglass significantly improved their service delivery capabilities by applying contact centre planning principles to the wider business. Using forecasting and capacity planning models, Net Promoter scores were increased, abandon rates were reduced and sales conversations increased.

- Tim McKeegan, Performance Manager, Autoglass and Dave Vernon, Head of Best Practice, Professional Planning Forum