Annual Conference 2011 Videos
Presentations from the Brewery, London, 23 Nov 2011
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KEYNOTE: Service Excellence in the Social AgeJo Causon, CEO, Institute of Customer Service (26.47 Mins) |
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Changing Channels - Tuning into your Customer before they Switch you OffGerry Brown, MD EMEA, Strativity Group (31.03 mins) |
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CASE STUDY: Speech Analytics - A Voyage of Discovery, from Concept to CommitmentJenefer Campbell, Head of Client Service, BNY Mellon (35.25 Mins) |
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Best Practice Interview TechniquesGavin Oxburgh & Toby Sparrow, Senior Lecturer Forensic Psychology / Manager, Teesside University / Business Systems (31.46 Mins) |
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KEYNOTE: Using Social Media as a Customer Service ChannelBian Salins, Head of Social Media Innovation, BT (38.17 Mins) |
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The Top 10 Call Centre Issues in 2011Jonty Pearce, Editor, Call Centre Helper (16.33 Mins) |
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CASE STUDY: Transforming Service Delivery through Smart PlanningDave Vernon & Tim McKeegan, Head of Membership / Performance Manager, PPF / Autoglass (29.00 Mins) |
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