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Annual Conference Interviews

Annual Conference Interviews

Video highlights from the 2011 Annual Conference





What support should you be seeking from a technology supplier?

Scott Miller, Head of Technical Services, Business Systems

(1.35 mins)





Why are tools like Workforce Management so important?

Jackie Griffin, Sales Manager, WFM, NICE Systems

(2.09 mins)





Why are companies like BNY Mellon investing in Speech Analytics?

Jenefer Campbell, Head of Client Service, Bank of New York Mellon

(48 secs)





What tips can you give to contact centres looking to set up a social media customer service strategy?

Bian Salins, Head of Social Media Innovation, BT

(1.45 Mins)






What can a multi-channel customer experience strategy really achieve?

Gerry Brown, MD EMEA, Strativity Group

(1.35 Mins)






What were the key trends in the contact centre industry in 2011 and what should we be looking out for in 2012?

Jonty Pearce, Editor, Call Centre Helper

(1.03 Mins)






What is the benefit of technologies like speech analytics?

Paul Cooper, Director, Customer Plus

(2.12 Mins)




Why consider investing in digital video and audio interview recording technology?

Gavin Oxburgh, Senior Lecturer Forensic Psychology, Teesside University

(1.28 Mins)