| 10.00 |
Registration & Coffee |
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| 10.30 |
Chairman’s Opening Address
- Welcome and purpose of today’s event
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Ruth Evans,
ICS Forum Leader |
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| 10.45 |
The State of Customer Satisfaction in the UK
- Reporting on the latest set of results from the UK Customer Satisfaction Index, find out which sectors are performing well in the area of customer service and who is not performing so well. This session will also cover the main bones of contention of customers and the poor service they receive.
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Ruth Evans,
ICS Forum Leader |
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| 11.15 |
***CASE STUDY***
Surrey Police - Setting standards on customer service
- Regardless of whether you are an emerging level or strategic level contact centre, there is always room for improvement in your quality standards. This session highlights a case study based on Surrey Police and their implementation of a quality programme, which led to Best Practice Standards being approved by the Home Office.
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Brent Bischoff,
Brent Bischoff, Business Solutions Consultant,
Business Systems
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| 11.45 |
Short Break |
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| 11.55 |
Extracting hidden data that drives ‘improved customer experience’
- Presenting the concept of how to improve customer service by more closely analysing individual and organisational performance. A look at how to improve quality monitoring programmes, using the latest tools and techniques such as word spotting and emotion detection. Also looking at how coaching, e-learning and workforce planning can improve your organisations
service performance. |
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Dave Mason,
Major Account Manager,
Business Systems |
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| 12.25 |
Practical Demonstration
- A brief demonstration - of how a live system can enable managers to see key elements affecting the organisation. |
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Dave Mason,
Major Account Manager,
Business Systems |
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| 12.45 |
LUNCH & NETWORKING |
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| 1.45 |
***INDUSTRY HOT TOPIC ***
Leveraging the ‘Virtual Call Centre’
- Hosted telephony applications such as call recording, mobile recording, ACD’s, routing and scheduling play an important role in creating today’s virtual call centre environment. This session identifies how these applications deliver a consistent level of service regardless of where your agents are based. |
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Nick Wilkinson ,
Sales Manager,
OPEX Hosting |
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| 2.15 |
Questions & Chairman’s Closing Remarks
- A synopsis of what has been said and what attendees need to consider going forward
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Ruth Evans,
ICS Forum Leader |
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| 2.30 |
CLOSE |
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