| Event: | CallNorthwest Annual Conference 2010 |
| Date: | 15th June, 2010 |
| Time: | 9:00am - 5:00pm |
| Address: | Manchester City Football Club, City of Manchester Stadium, Sportcity, Manchester, M11 3FF |
| Cost: | CallNorthWest Members: £209 + VAT Pay as you go: £239 + VAT |
Map:
Event Details:
Topic :- The Power of Action
Conference Highlights
• ‘Reflecting on Recession’: Review of contact centre employment in the Northwest, how it has been affected by the world wide recession, the areas where jobs have been lost and what the sector can expect in the short to medium term future.
• ‘Customer Satisfaction Comes From Exceeding Expectations’: How customer satisfaction and loyalty is changing, how we measure it and how to make sense of what your customers are telling you.
• ‘The Best Service Is No Service’: The processes behind successful avoidance of unnecessary customer effort, success in self service and the continual time use of customer feedback and front line engagement.
• An interview with Industry Champion, Chey Garland CBE, founder and CEO of North East based Garlands Call Centres.
• ‘Looking to the Future’: In an era of infinite choice where customers often serve themselves, the complexity of enquiries hitting the contact centre is often quite high. Learn how customers are changing, how centres need to react and the future consequences for the industry.
The key conference learning outcomes are:
• Reduce costs without compromising quality
• Understand changing customer behaviour and demands
• Key challenges and the future role of contact centres
• Adapting to and implementing change strategies
• Adopting new technology and media
• Engaging front line staff
Who Should Attend
The conference aims to bring together call and contact centre professionals across all sectors and industries, who are involved in, or have an interest in, the following areas:
• Contact centre operations
• Employee development and training
• Customer service and loyalty
• Resource planning and forecasting
• Human resources
• Future strategy
• New developments (IT, processes, service delivery)
• Communications
• Change management
To register, please complete the booking form and return to CallNorthWest via email events@callnorthwest.org.uk, fax to 01772 894986 or post to Events Team, CallNorthWest, Ring Way, Preston, PR1 2QD
Contact Details:
Email: events@callnorthwest.org.uk