Skip to main content
Annual Conference 2011 Videos

Annual Conference 2011 Videos

Presentations from the Brewery, London, 23 Nov 2011






KEYNOTE: Service Excellence in the Social Age

Jo Causon, CEO, Institute of Customer Service

(26.47 Mins)
View Presentation Slides





Changing Channels - Tuning into your Customer before they Switch you Off

Gerry Brown, MD EMEA, Strativity Group

(31.03 mins)
View Presentation Slides





CASE STUDY: Speech Analytics - A Voyage of Discovery, from Concept to Commitment

Jenefer Campbell, Head of Client Service, BNY Mellon

(35.25 Mins)
View Presentation Slides




Best Practice Interview Techniques

Gavin Oxburgh & Toby Sparrow, Senior Lecturer Forensic Psychology / Manager, Teesside University / Business Systems

(31.46 Mins)
View Presentation Slides





KEYNOTE: Using Social Media as a Customer Service Channel

Bian Salins, Head of Social Media Innovation, BT

(38.17 Mins)
View Presentation Slides





The Top 10 Call Centre Issues in 2011

Jonty Pearce, Editor, Call Centre Helper

(16.33 Mins)
View Presentation Slides




CASE STUDY: Transforming Service Delivery through Smart Planning

Dave Vernon & Tim McKeegan, Head of Membership / Performance Manager, PPF / Autoglass

(29.00 Mins)
View Presentations Slides