THE WORLD CLASS CONTACT CENTRE FORUM 2008

Innovative contact centre strategies to build a world class customer experience

Welcome to an event positioned at the cutting edge of Customer Experience Innovation.

The Focus Group have created an event specific to the challenges faced by organisations and businesses in the fight to differentiate themselves in a commoditising market. It is no surprise that 95% of senior executives believe the customer experience is the next competitive battle ground and the frontline in customer experience starts with customer service and the contact centre.

The Contact Centre is the critical interface between your customers and your business and represents the Brand in practice and a source of vital feedback to the organisation.

At the November forum you will discover how to transform your existing methodologies to create World Class Customer Experience in particular how to drive change through People, Quality and Productivity.

The Visionaries in the industry are looking at ways to:

Develop the customer experience such that it becomes the key differentiator for their brands to create loyalty and growth.
Enable agents to deal with more complex interactions, via skills based routing to train and develop their core competencies allowing the agent to enhance the customer experience.
Companies that apply NPS, real time metrics and voice analytics are seeing leaps and bounds in customer satisfaction.
Why the market leaders are training and developing their managers to be the future leaders.
Why the market leaders in their chosen industries refine and define real time metrics to drive performance and enhance the customer experience.

BOOKING FOR THIS EVENT IS NOW CLOSED

ENGAGEMENT AND PEOPLE

The forum will show case studies from companies that are winning the hearts and minds of their own staff and enabling engagement to directly impact on the customer experience.

The cultural transformation of customer service and the contact centre environment is achieved and supported through developing mechanisms by which change can be driven from the ground up.

The Vision is quite simple: create a culture for commercial and people success linked to the overall business objectives, by delivering innovative strategies to gain customer loyalty and growth pre and post the credit crunch.

PROCESS REDESIGN

Is lean on your Radar? There are still conflicting discussions that suggest the philosophy and methods that have transformed other industries have HUGE potential for contact centre professionals just as there are suggestions that it does not work in the contact centre environment.

At the forum you will be presented with some evidence of the opportunities that process redesign can bring and the challenges of making them work.

Our speakers will demystify the concepts and define the critical success factors to succeed from a practitioner’s perspective to transform contact centre operations and increase profitability for the business.

PRODUCTIVITY INNOVATION

By providing the agent with a holistic view of the customer you are providing the agent with the tools to successfully engage with the customer. Unified communications is the key to driving the customer experience along with the agent desktop (holistic view) analytics to drive real time productivity. Only then will you be able to drive end-to-end engagement from the chosen customer touch points.

This event is for everyone involved in outsourcing to include:

CEO’s, COO’s, MD’s, FD’s,
Contact Centre Directors/Managers
Customer Service Directors/Managers
Channel Directors/Managers
Transformation and change Directors/Managers
H/O Organisational Change /Managers
General Managers,
IT Directors/Managers
Sales Directors/Managers
H/O Service Support

Anyone who has a key role with People, Quality and Productivity within customer service and contact centres – this is an event for you.

OUR SPEAKERS

MORE SPEAKERS ++

OUR EVENT DATES & LOCATIONS

11th November to 12th November, 2008
The Grosvenor Hotel, London

BENEFITS OF ATTENDING

The Focus Group will provide delegates with the opportunity to find out where you are on your customer journey
How to gain instant wins with net promoter and real time analytics
Benchmark against the case studies provided
Provide the ability to gain real insight to the future of your Contact Centre and
Customer Service solutions
Discover how to improve productivity and efficiency
How to apply New Customer Service Metrics
How to Select strategies and Approaches
Learn about the role of automation and self service and cost to serve
How to create a vision for contact centre and customer service culture
How to sustain change and development
Learn how to enable your customer facing colleagues to make the most of what they have
Develop a business model that is right for the 21st Century
A great opportunity to mix with your peers and catch up on industry news and developments

Take advantage of the early bird discount by registering your place now and receive a 15% discount.

A HELPING HAND

David Wheeler is our event manager and is available to answer any questions you may have regarding the event. David will facilitate and support all the speakers and delegates and is there to make sure you get the maximum value you expect from such a well focused and valuable event.

David can also deal with multiple reservations at preferential multi seat rates.

Please call him now for details on 01993 844466 so he can handle your telephone reservation. Please be quick as seats are limited and people will need to book early as demand is already strong for this existing event.

Book your seat now and receive a fantastic 15% Early-Bird discount!

UP CLOSE AND PERSONAL

As usual with the Focus Group, our events are targeted at the operational and hands on executives, with numbers limited by the design of the forum to maintain the intimacy to create Knowledge sharing at the event. There is every opportunity to mix with the speakers and ask questions. Speakers will be around for much of the event and will mingle across the various tables during the interactive sessions.