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CallNorthWest 3rd Annual Conference &
Exhibition - 'Making the Most of Your People
and Resources to Grow Your Business’
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Wednesday 21st May, 2008
City of Manchester Stadium, SportCity, Manchester, M11 3FF |
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The CallNorthWest Annual Conference 2008, is designed for the sector, by the leading network for contact centres, in the North West.
Each year budgets get tighter and tighter, demands from customers and agents get higher, and the contact centre directors and managers are constantly looking for answers. This year our aim is to share with attendees how a range of organisations are improving the customer experience, whilst improving operational performance and bottom line profit, without the need for major additional capital investment.
The conference recognises that it is the people and how they are supported by technology, that makes the difference in the ‘customer experience’ and business performance.
This year, 2 keynote presentations will be delivered by Senior Representatives from major contact centre operators, supported by details on current trends. There will be 8 case study presentations, each of the case studies will focus on how UK based contact centres have implemented and achieved improvements, in both the customer experience and operational performance. The solutions include; incentives, call monitoring and recording, self service and measurement.
Main Topics:
- Treating Customers Right
- Turning Customers into Fans: Why Customer Focus is Important
- Proactive Marketing to Save Lives
We do hope that you or a senior colleague will be able to join us at this event. In order to reserve your place at the event, please complete a Booking Form.
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Who Should Attend? |
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Attending this year’s event will be Contact Centre Directors and Managers from many of England’s Northwest contact centres, from organisations with 10 seats to those with over 1,000 seats. Each person will be seeking answers to how they can improve their own, their teams and the centres overall performance.
If you are a:
- Contact Centre Operations Director or Manager
- Call or Contact Centre Manager
- Manager responsible for IT developments within Contact Centres
- Manager involved with the development of Contact Centre staff
Then you should have the date in your diary and attend with CallNorthWest member organisations. |
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Agenda
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To view the agenda, please
Click Here
Kindly sponsored by: 
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Keynote Speakers |
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| Conference Chair - Nicolette Allen, Deputy Editor, CCF Magazine
Mark Walker has a career spanning more than 20 years in the field of Services and Systems, including 10 years in Contact Centres, Customer Relationship Management and Outsourcing. Mark is the General Manager for Consulting with Merchants, the specialist Customer Management and Contact Centre division of Dimension Data. He has international experience throughout Europe, Latin America and South Africa, with clients in Public Sector, Retail, Technology, Utilities, Telecomms and Financial Services. Mark authored the Strategy and Development section of the 2007 Dimension Data Global Contact Centre Benchmarking Report. |
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Cheryl Black is the Customer Service Director on the O2 UK Board, and has responsibility for contact management for O2 UK's 17million plus customers. This includes 4 Contact Centres and outsourced customer management activity in the UK. Cheryl also holds a non-executive role on the Board of NHS 24, a telephone based branch of the NHS, as well as being a Vice President and Companion Member of the Institute of Customer Service. |
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Ian Hamerton has a lifetime experience in Telecommunications and latterly Contact Centres. Combined with a lifetime interest in private and now commercial caring for people he has a powerful insight into the needs of Blood Donors who contact the NBS via the Contact Centre or website.
Following 26 years with BT and several years in various Commercial and Government roles Ian finally settled into the National Blood Service in September 1997. Although not planned this was exactly the right time to take on the National Contact Centre as it had just been decided there would be one. Following a poor start Ian's desire to see service from the customer's perspective has led to significant and lasting improvements in the service provided to donors.
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Ryan Creighton joined Teleperformance in 2007, with over 6 years experience in account management across a wide variety of industry sectors. Ryan now manages some of Teleperformance’s largest Public Sector accounts, including the NHS Blood & Transplant campaign. Having overall responsibility for areas such as customer satisfaction, business performance and development, and client communication, to name but a few, means Ryan has a real knowledge and thirst for providing the very best customer experience.
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About CallNorthWest |
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CallNorthWest is the lead body for Call & Contact Centres in England’s Northwest, being responsible for directing business support to the contact centres in the region. Each year CallNorthWest works with over 300 individual organisations, identifying the needs and interests of the sector.
Funded by its members, the Northwest Regionasl Development Agency and hosted by the University of Central Lancashire, CallNorthWest seeks to support the contact centres to achieve excellence and overcome the barriers to high performance.
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Case Study Workshops |
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The keynotes will be supported by a the following 8 case study presentations (choice of 4):
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How Emerging Technologies are Improving Customer Service and Increasing Revenues in Contact Centres Today
Colin Chave, Noble Amcat |
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How to Create an Insourced Improvement Capability
Lee Williams, Whitworth Associates
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Understanding Attrition
Giles McClelland, CallNorthWest |
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More Carrot, Less Stick - Incentives Work
Alan Marsden, AIM Technology
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Unified Communications for the Contact Centre
David Kime, Aspect Software |
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Creating Knowledge Enabled Agents
Akeel Attar, XpertRule Software Ltd
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Unlocking the Potential of your Recorded Calls - Getting Started with Speech Analytics is Easier than you Think
Jonathan Wax, Nexidia Limited
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How to Measure Qualitative Drivers in Your Call Centre
Spencer O'Leary, XTAQ |
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Fees |
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CallNorthWest Members - 1 FREE Place per organisation, additional places at £149 + VAT
Non-Members - First place at £299 + VAT, additional places at £149 + VAT
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Register
now! |
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To book your place at this event. please complete a
Booking Form
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Venue |
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The event will be held at City of Manchester Stadium, SportCity, Manchester, M11 3FF
Please Click Here for directions to the venue.
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Join the Network |
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CallNorthWest Member Organisations receive I FREE PLACE at this event. For further details of the CallNorthWest Membership package from £445+vat, please Click Here
If you are interested in becoming a CallNorthWest Member, please email: membership@callnorthwest.org.uk |
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Contact
CallNorthWest |
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Events Team
3rd Floor, Marshall House, Ring Way, Preston,
PR1 2QD
Tel: 0845 402 2303 • Fax: 01772 894986
Email: events@callnorthwest.org.uk • Web: www.callnorthwest.org.uk
CallNorthWest Home |
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