Forum Events will be holding their annual conference on 5th June.
The Call Centre Conference will see over 75 key call centre and customer service professionals attending interactive seminars, as well as 30 suppliers, who will be showcasing their exciting products.
This year’s conference will be chaired by Kathleen Peterson, Chief Vision Officer of PowerHouse Consulting; Kathleen will also be hosting a seminar on ‘Customer Experience Optimization… Strategy by Design’.
The opening presenter is Neville Wilshire, star of the BBC’s The Call Centre and CEO at Save Britain Money Group, who will talk about the “5 Steps to a Happy and Productive Workforce” in his presentation “Happy People Sell”.
Further seminars throughout the Conference will feature:
- Bob Winnington (Institute of Customer Services), who will discuss “How Customer Service Drives Growth”
- Brian Dunne (IMA Europe), who will talk about “Capability x Motivation= Performance”
- Simon Foot (Industry expert), who will be hosting a seminar on “Changing Customer Behaviours=Changing Company Behaviours, Delivering Great Customer Service to the Digital Customer”
- Dr Nicola Millard (BT Global Services), who will talk about “Easy Does It: The Contact Centre in 2020”
- Gerhard Heide (Pitney Bowes Software), who will be speaking about “Why does Marketing Need the Call Centre?”
- Derek Williams (The WOW! Awards), who will be talking about “The Challenge of Great Leadership!”
- Kathleen Peterson will also host the closing presentation talking about “Collected Wisdom – Prepare for Tomorrow”
Industry experts will also be hosting roundtable discussions:
- Brian Dunne – “Performance Improvement via Incentives”
- Derek Williams – “Leadership or Employee Engagement”
- Simon Foot – “Lessons and Insights from Making Your Organisation Ready to Deliver Digital, Multi-channel Customer Experiences”
- Richard Murray – “Measuring What Matters!”
- David Peterson – “Contact Centre in the Cloud – When it works and when it doesn’t”
- Jeff Palmer – “Bend without Breaking: How to enable a flexible and efficient multi-channel contact centre”
- Natalee Wiggins – “Customer Insight Through Speech Analytics”
- Kathleen Peterson – “Sales Programs in the Contact Centre”
- David Rowlands – “The impact on Your Business from Clients Expecting Full Multimedia Contacts
Attending delegate companies this year include call centre and customer services professionals from William Hill, Which?, Huntingdon District Council, Slimming World, Ikea, HandM Ltd, The Cambridge Building Society and Simplyhealth.
Author: Megan Jones
Published On: 21st May 2014 - Last modified: 25th Apr 2024
Read more about - Archived Content, Forum Events, Nicola Millard
