The ideal of all enquiries being resolved at first point of contact is hard in practice as organisations face the reality of cost control and continual change. CCA understands this complexity, and through its membership of almost 700 organisations, public and private, small and large, has a huge wealth of experience to share.

Anne Marie Forsyth
Chief Executive, Call Centre Association

Saxon's passion for superior customer service, has enabled the company to grow it's service portfolio to $8.0 Billion across seventy-two thousand US-based customers. Sandy will present their winning strategies for developing quality using the latest technology and techniques.

Sandy Bartlett
Assistant VP, Quality Assurance, Saxon Mortgage, Fort Worth, Texas

In a desire to put customers at the centre of their business, many organisations have invested heavily in technologies such as CRM. Little of this investment has focused on capturing the customer’s voice in a way that enables organisations to respond to changing market needs and improve customer service.

Using new technology available, organisations can capture and analyse not just what customers are doing, but why they are doing it. This presentation describes how these are helping organisations to focus on the issues that drive excellent customer service, customer loyalty and retention.

Martin Roberts
VP of Marketing and Business Development, NICE Systems

Traditionally QM solutions help you manage, measure and improve your agents. The next generation of systems use technology not previously available to help you understand your customers in far greater depth and make more informed decisions throughout the business.

This session looks at how capturing business interactions can improve information flow from agent to director empowering all levels in the organisation, featuring live product demonstrations of the Nice Perform solution

• Improving up-sell and cross-sell. Quality monitoring solutions can provide an essential tool to identify opportunities and achieve success.
• Tools and techniques to achieve more effective coaching. Your quality monitoring solution can help coaching specialists to create and send focused coaching packages to agents.
• Using your quality monitoring solution to motivate and retain your agents. New developments have improved access, enabling agents to look at the status of their performance from their desktop at any time, motivating them to perform better. Autoscoring formula can assist in evaluating calls or identifying those that show a specific trend.

• Evolving from ‘quantative’ to ‘qualitative’ measurement. Front and back office information can be presented together, in a format to aid business decisions. Marketing directors can receive information on the effectiveness of cross-sell and up-sell campaigns.
• Improved complaints handling and first call resolution. Using emotion detection and word spotting technology, calls can be analysed helping managers to measure traditionally difficult soft skill areas such as empathy & control of calls. Contact centre managers can analyse feedback to gauge and improve first-call resolution.
• Improving visibility of real customer issues. Using advanced analytic tools, organisations can spot trends, which can highlight points of interest concerning customer behaviour, such as measuring customer retention rates. Account managers can locate all the interactions belonging to a specific account to improve the visibility of real customer issues.

How do you successfully plan implementation and continued use to ensure an effective return on investment?

This session will focus on best practice techniques for setting up a solution, which will bring real benefits to the business, helping the company to achieve strategic goals. It gives advice on how to approach the whole project from setting business objectives, change management, the implementation of the systems and new working practices. It de-mystifies the technology looking at what types of solutions are best and the potential pitfalls to avoid when choosing.

Brent Bischoff
Business Solutions Consultant, Business Systems UK Ltd

Split into working groups to share experiences and examples of best practice, cost versus quality experiences and technologies that help.