Annual Conference 2011 Videos

Business Systems Annual Conference Videos
Presentations from the Brewery, London, 23 Nov 2011

Simply click on the relevant image below to access the web page which hosts that particular video.

	KEYNOTE: Service Excellence in the Social Age Jo Causon, CEO, Institute of Customer Service (26.47 Mins) View Presentation Slides > View Video >
	Changing Channels - Tuning into your Customer before they Switch you Off Gerry Brown, MD EMEA, Strativity Group (31.03 mins) View Presentation Slides > View Video >
	CASE STUDY: Speech Analytics - A Voyage of Discovery, from Concept to Commitment Jenefer Campbell, Head of Client Service, BNY Mellon (35.25 Mins) View Presentation Slides > View Video >
	Best Practice Interview Techniques Gavin Oxburgh & Toby Sparrow, Senior Lecturer Forensic Psychology / Manager, Teesside University / Business Systems (31.46 Mins) View Presentation Slides > View Video >
	KEYNOTE: Using Social Media as a Customer Service Channel Bian Salins, Head of Social Media Innovation, BT (38.17 Mins) View Presentation Slides > View Video >
	The Top 10 Call Centre Issues in 2011 Jonty Pearce, Editor, Call Centre Helper (16.33 Mins) View Presentation Slides > View Video >
	CASE STUDY: Transforming Service Delivery through Smart Planning Dave Vernon & Tim McKeegan, Head of Membership / Performance Manager, PPF / Autoglass (29.00 Mins) View Presentations Slides > View Video >