Call Centre Expo 2010

Hi,

I intend to be at the Expo again this year - purely as a consumer.

I am currently conducting a full review of our customer service provision and creating a new strategy going forward as our organisation has evolved a lot since we started nearly 3 years ago. In a nutshell, we lack an ambitious vision for our commitment to excellent Customer Service in all that we do, not just from within the Customer Service Department. Our natural evolution has happened somewhat to the detriment of front line services, as we lack a CRM or centralised view of systems and services and to some extent that has prevented our Customer Service Centre from excelling because of natural communication restraints/complications. A major part of my review therefore will be to re-focus the organisation on the importance of Customer Service in everything we do, especially through technology changes and better use of technology for self service (specifically speech recognition, call recording/analysis and potentially web-chat).

Attending the Expo last year was very useful and this year I hope to be able to check out what companies are offering for these types of solutions.

I would be interested to hear from others planning to attend and what they are looking for from the event?

I will be there to catch up with people and see whats new.

Jason

Looking forward to the Expo. Granby will have a stand there this year and also looking forward to listening to new ideas and meeting new people, come along and say hi to the girls!

I will be at the show for both days. If anybody spots me, please tap me on the shoulder and say hello.

I will also be at the European Call Centre Awards dinner as well.

I'm going to get a few hours out of the office! It is a good place to catch up with people.

I'm still not decided who to go as to avoid the numerous sales phone calls from people saying we spoke at the expo as they managed to zap my badge from the other side of the hall!!!

I have a pass or two for some ex-colleagues that I may use as mine hasn't shown up and I registered in June in a vain attempt to reduce the amount of junk mail I usually receive about the event which didn't work!!!

John, missed you on the B'sys stand...
Hope you're feeling better!

I would love the Expo to come to Australia - we would greatly benefit!