IMPROVING PERFORMANCE
CONFERENCE PRESENTATIONS
Please click on the titles or logos below to access pdf versions of the presentations delivered at the Business Systems 'Improving Performance in the Contact Centre' Annual Conference, which took place at Vinopolis on Tuesday 23rd November 2010.
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KEYNOTE: Customer service in a class of its own
- Joanna Causon, CEO, Institute of Customer Service
Regardless of the size of your organisation, delivering world class customer service is no mean feat. Outlining the latest breakthrough research from the ICS, Jo identifies and promotes the key factors that determine ‘world class service’.
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CASE STUDY 1: Reducing costs & maximising contact centre revenue with Speech Analytics
- Ray Biggs, Contact Centre Services Manager, Home Retail Group & Jonathan Wax, VP EMEA, Nexidia
It’s all about the cost savings - this session highlights how speech analytics delivers insight, action and results; containing reference case study material showcasing the significant benefits and cost efficiencies already being achieved by industry pioneers.
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The art of listening to complaints
- Paul Cooper, Director, Customer Plus
A controversial and compelling presenter, Paul tackles customer complaints head on and addresses why they should be treated like gold! This session highlights the importance of complaints and moments of truth in customer service.
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Customer Experience Analytics (CEA)-‘Profit Management’
- Marco Pacelli, CEO, ClickFox
Hear how one of the world’s largest financial firms and a leading global telco provider have realised over $100M with insights from customer experience analytics (CEA). Discover how, by analysing multi-channel customer behaviour, you can identify issues directly impacting operational costs, customer satisfaction and retention.
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KEYNOTE: Clouds, Crowds and Customers
- Dr Nicola J. Millard, Customer Experience Futurologist, BT Global Services
With the launch of Nicola’s latest research she looks at the challenges facing businesses in terms of the economic climate, changing customer needs, the social media revolution and the adoption of new technology infrastructures.
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CASE STUDY 1: Driving value and change through back office planning
- Adrian Hawes, Resource Optimisation Manager, Aviva General Insurance & Dave Vernon Head of Best Practice, Professional Planning Forum
Hear how Aviva re-launched the role of planning, raising utilisation by 20% and adherence by 59% in commercial claims whilst supporting a 50% increase in employee engagement. This session outlines the benefits that resource planning can bring, use of Six Sigma techniques and the importance of MI in delivering strategic change.
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PCI Compliance: Myths and Truths
- Nick Steele (QSA), Director of Consultancy Services, Red Island
One of the UK’s most influential speakers on PCI Compliance discusses issues surrounding this controversial topic and gets to the heart of what PCI compliance actually means and identifies some of the myths along the way.
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CASE STUDY 2: PCI Compliance
- Matthew Cherry, Continuous Improvement Officer & Marian Honan, Housing Support Manager, Orbit Services (part of the Orbit Group)
Understanding the challenges of implementing a fully PCI compliant call recording system.
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