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Annual Conference 2011

Annual Conference 2011

Thank you for joining us at ‘Improving Performance in the Contact Centre’ Conference 2011. Please take the time to complete this feedback form as we value your comments to help improve future events. Thank you.


CONFERENCE









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PRESENTATIONS

Chair, Opening Address & Close - Paul Cooper, Director, Customer Plus









KEYNOTE: Service Excellence in the Social Age - Joanna Causon, CEO, Institute of Customer Service









Changing Channels – Tuning in to Your Customers Before They Switch You Off - Gerry Brown, MD EMEA, Strativity Group









CASE STUDY: Speech Analytics – A Voyage of Discovery, From Concept to Commitment - Jenefer Campbell – Head of Client Service Centre, Bank of New York Mellon









Best Practice Interview Techniques - 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 - Bian Salins, Head of Social Media Innovation, BT









The Top 10 Call Centre Issues in 2011 - Jonty Pearce, Editor, Call Centre Helper









CASE STUDY: Transforming Service Delivery Through Smart Planning - Tim McKeegan, Performance Manager, Autoglass & Dave Vernon, Head of Membership, Professional Planning Forum










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