FULLY BOOKED UK National Contact Centre Conference

6th November 2013

THIS EVENT IS NOW FULLY BOOKED. TO BE ADDED TO A CANCELLATIONS LIST PLEASE EMAIL US AT INFO@CCMA.ORG.UK

Wednesday November 6th, River Room, Millbank Tower, London. This all day conference is free of charge to CCMA members and invited guests.

To access the conference brochure Click here and download from the 'best practice' section of the library

Our conference will cover the most important emerging trends in our industry in detail and then suggest some of the future possibilities.

Our full day programme looks like this:

08.30 - Registration/Tea/Coffee/Networking

09.15 - Welcome from the CCMA Chair – Ann-Marie Stagg

09.30 - Our Customers in 2015 - What does the future hold for customer service in the digital era? – Ben Page, Chief Executive, IPSOS Mori

10.00 - Easy Does It: Serving Autonomous Customers – Dr. Nicola Millard, BT Futurologist

11.00 - Networking Break

11.30 -Top Tactics for Personalised Customer Service - Jonathan Gale, CEO , NewVoiceMedia

12.00 - Myth Busting; a sobering reality check on where the industry actually is today - Mats Rennstam, Managing Director, Bright

12.30 - Lunch/Networking break

13.15 - Panel Debate – The end of the call centre as we know it? Peter Massey from Budd asks four Call Centre Directors their views on the future of our industry

14.00 – Case Study from Talk Talk - 5 things you need to know about speech analytics - Matt Bird, Director of Quality and Compliance, Talk Talk

14.30 - Case study from Plantronics - Bed, Breakfast then Business; implementing a home working staffing model - Paul van den Berg, Operations Director, Plantronics

15.00 –Networking Break

15.30 – Case study from Lebara - Engagement and Empowerment on the front line is all you need - Matt Kemp, Customer Services Director, Lebara

16.00 – Case study from Tesco Bank - Implementing a systems thinking approach - Michael Sherwood, Customer Experience Manager – Tesco Insurance

17.00 – Close

ANOTHER FANTASTIC CCMA MEMBER EVENT BRINGING YOU THE VERY BEST IN THOUGHT LEADERSHIP AND INDUSTRY BEST PRACTISE FROM ACROSS THE UK.

JOIN US AT THE RIVER ROOM, MILLBANK TOWER, LONDON , SW1P 4QP ON THE 6TH NOVEMBER .

Places are free to CCMA members and £495 for non members. To book your places go to events/future member events, or email us at info@ccma.org.uk