The Call Centre Customer Experience ‘Lottery’

Tower 42, London

Based on findings from new and independent* research conducted with UK consumers in August 2007, this is a must attend event for anyone who wants to know how top organisations are really rated by end-users.

Join key industry experts at this special event to find out:

• The 2 key areas that cause the greatest dissatisfaction among callers – ranked at 38% and 41% respectively
• Whether  your organisation is on the worst 5 performing companies list or the best 5
• How a leading organisation is successfully managing it’s customer  experience through it’s call centre operation
• How proven techniques can unlock the potential in your own  contact  centre agents
• How cutting edge technology is paving the way for superior  organisational performance

Over lunch, meet and discuss key issues with your peers and pick up your free white paper and complimentary lottery ticket.

To register simply click here or contact carol-ann.king@cc.net. Spaces are limited.

*Research commissioned by CC and conducted by ICM 2007

Agenda & Format

• 09:30 : Marcus Cuthbert, Sales & Marketing Director, CC

  Welcome, Introduction and Seminar overview

• 09:45: Gene Reynolds, Senior Consultant, CC

  Inconsistency is Killing the Customer Experience - The Key Challenges and Solutions for Call Centres Today

• Taking the key findings from an independent survey conducted by CC and ICM in August 2007, we explore the major dissatisfiers experienced when contacting Call Centres and how customers really rate your organisation. Find out where you feature in the UK's best and worst 5 performers.

• Exploring the existing tools in the marketplace that can actively create a positive experience for the consumer with zero impact on operational performance. Key technologies and case studies explored include IVR, Speech recognition and Biometrics.

• 10.30 Guest Speaker: Allan Bignell, Peak Performance Consultant, The Performance Zone

  Inspiring the Contact Centre Agent

  • A consistent superior customer experience lies in the hands of the contact centre agent. Allan unveils proven and practical methodologies that can unleash the potential within your call centre staff and radically improve your business performance.

  • Top tips for success - from quick win solutions to long term employee performance enhancement.

• 11.00: Coffee Break

• 11.20 Guest Speaker: Steve Edwards - Director of Group IT, Leasedrive Velo

  • Leasedrive Velo is the UK's largest independent privately-owned vehicle management group with a combined fleet of around 17,500 cars serving UK business to business customers. With customers contracting over 1000 cars at any one time, the highest level of customer service is essential. Hear how Leasedrive VELO maintain their competitive advantage through excellent customer management techniques.

• 11.50 Guest Speaker: Rob Perry, CEO, TELsolutions Ltd

• Latest Developments in the Self Service Experience With over 20 years of electronic messaging experience, TELsolutions are the UK’s most authoritative and knowledgeable providers of Interactive Voice Messaging (IVM) Services. Unlike other biometrics, such as face recognition, hand vein comparisons and iris recognition, Rob Perry will explain how Voice Biometric technology is able to be used in call centre environments to significantly improve the customer experience, including automating the ID and verification over the phone.

• 12.15 Industry Panel

  Exploring the Key Issues and Solutions - Q&A session

  • A team of independent industry experts on-hand to answer the key issues facing the call centre customer experience within your own organisation or questions related to topics raised in the seminar.

  The panel team:

  • Gene Reynolds, Senior Consultant, CC
  • Allan Bignell, Peak Performance Consultant, The Performance Zone
  • Steve Edwards - Director of Group IT, Leasedrive Velo
  • Rob Perry, CEO, TELsolutions

• 12.40: Gene Reynolds, Senior Consultant, CC

  • Wrap up and commentary

• 12:45: Buffet Lunch

  • Opportunity to continue discussions and networking while enjoying stunning views of London from CC's 35th floor offices at Tower 42.
  • Collect your free lottery ticket.
  • Collect your free industry white paper.

  To join us at this seminar, click the button below to register.