CallNorthWest would be delighted if you could join us at our next Contact Centre Directors Debate.
This is the first debate of the year and follows on from the extremely successful event held at Manchester United in June 2009. We are delighted to offer North West contact centres free places and hope that you or a senior colleague will be able to join us for the debate and the lunch that follows.
Analytics explored - analytics as a solution to operational inefficiencies.
The panel will consist of our speakers joined by industry experts ready to take your questions. We are delighted to have once again secured the services of Jon Snow, Editor of One Week, as the chair for this event.
North West Strategy 2020 - Have your say and influence the development of the North West Strategy 2020. A senior member of the NWDA’s Strategy and Planning team will lead the debate on what it will take to make the North West a globally competitive environment for contact centre operations. Interactive keypads will be issued to all delegates. We are delighted to have the NWDA agree to meet key members from our sector and this opportunity is not to be missed to ensure contact centres receive due consideration in the forthcoming consultation.
Professor John Murphy, the Telefónica O2 Chair of Customer Service Enhancement at Manchester Business School, will lead the debate on customer management focus best practice, featuring the most recent research from Manchester Business School.
This will incorporate:
- Understanding customer expectations versus needs
- Building trust and receiving customer delight
- Eroders of customer satisfaction
- Customer satisfaction measurement – the way forward
- Formalisation of a customer management strategy
The development of Analytics has been a much talked about powerful business solution that could drive high performance and business excellence within the contact centre arena. Companies have been seeking the means to obtain multi-dimensional business insight to improve operational efficiency, increase customer loyalty and retention, and improve marketing and sales effectiveness.
Only now are we starting to identify the true benefits of Analytics as organisations implement the solution. A case study on Vertex Data Science, one of the early adopters of Analytics, will look at using Analytics to identify the causes of customer dissatisfaction and how they have identified areas of opportunity to increase customer loyalty and satisfaction.
We are grateful to Sinclair Voicenet and NICE for their support for the event.
To reserve your place, please complete a booking form and return to the CallNorthWest events team at events@callnorthwest.org.uk or fax to 01772 894986.
Regards,
Thomas Kirby, Director, CallNorthWest
Events Team