Network - discover - develop

Call Centre Expo, Europe’s number one exhibition and conference for customer contact solutions, is back again in 2007 focusing on how to increase the effectiveness of contact centre operations. Established in 1999, this annual event attracts the call and contact centre professionals to network, discover and develop new ideas and this year is set to re-energise the contact centre industry.

Customer: Strategy & Management
For the first time Call Centre Expo will be co-locating with Customer: Strategy & Management, the UK’s only dedicated exhibition and conference for integrated customer management solutions. With a seamless cross-over between the two events there will be increased opportunities for learning and networking.
Having a monopoly over service areas can be an issue for public sector organisations - people need their services and have nowhere else to turn for them and with no customers to acquire or retain there can be a lack of drive to offer the best service. Without any alternative services on offer there is the potential to exhibit no concern over customer loyalty. However, recently organisations are realising that complacency is not the way forward and it is essential to start treating tax payers like customers.

Focus on the customer
The trend to take on the technology and ethos of the private sector generates a customer centred focus and is proving successful for a number of public sector organisations. “We need to be more proactive - getting to know people and what they want,” says Kevin Gibbs, head of contact for the London Borough of Islington. “It isn’t just about providing a service but creating and maintaining relationships that make a difference to people’s lives.”
Islington Council, won the Customer Contact Centre of the Year award in 2006 and bases its success on its motto of ‘moving from service to relationship’, competing against entries from both other public and private sector organisations. Dealing with a whole community of ‘customers’, their call centres have to provide a universal service for the needs of a wide demographic - a lot of needs to address and people to listen to.

Educational opportunities
Championing best practice can combat the concern over communicating with a vast number of people and Call Centre Expo will be promoting excellence within the contact centre industry and the advantages of maximising call centre performance. Delivering a comprehensive educational programme, including the new CCF conference, will be the Excellence Theatre with four free keynote speakers, and the refreshed free Management Development Academy.
Visitors will experience a wealth of networking opportunities at the Connections Networking Bar and the exhibition floor will be packed with over 250 suppliers offering a range of products and services covering solutions for technology, people, strategy and outsourcing.
“We are committed to delivering an exhibition and conference that is both world class and speaks directly to the call centre market,” explains Simon Mills, Call Centre Expo event director. “This year we want the show to energise the contact centre community. The co-location with Customer 07, the two conferences and numerous networking and educational opportunities will provide visitors with much to think about and act upon.”

Must-attend event for public sector
With 10 per cent of visitors from the public sector attending this market leading event alongside heads of department, directors and managers from an array of industry sectors it would be a missed opportunity not to join them. Call Centre Expo will take place on 26-27 September 2007, NEC, Birmingham and really is a must for any professional who is committed to delivering improvements in customer contact, not just for call centre professionals, but for anyone seeking to enhance their customer contact experience.
Supporting customers is key to the success of any organisation and that includes public organisations whose voters, residents and patients need to be heard and understood ensuring they receive a valuable and positive experience. The visitors to last year’s event know what they want from the exhibition and CMP Information invested time in specifying exactly what the delegates wanted from the show and have come up with a great list of features. These include:

  • NEW Customer: Strategy & Management – the UK’s leading integrated customer management event alongside Call Centre Expo for this year;
  • NEW Solutions Theatre – over 24 engaging product taster sessions enabling visitors to try before they buy;
  • The Excellence Theatre – hosting four inspiring keynote speaker sessions and the Management Development Academy in a fully integrated education programme offering practical tips and motivational management techniques;
  • Inspirational Keynotes – four thought leading sessions will be offered including insights from Colin Shaw, founder of Beyond Philosophy™; Mary Gober, leading international authority on customer service; Michael Anderson, senior contact centre consultant from Capgemini; and Sir Ranulph Fiennes, the world’s greatest living explorer;
  • REFRESHED The Management Development Academy – fully integrated education programme of management guidance in practical and targeted training sessions that will enthuse and motivate for both personal development and general management skills and techniques;
  • Connections Networking Bar – will bring together the contact centre and customer management community as it provides the ideal environment for informal networking and exchanging of ideas and best practice. The Connections Tool enables peers, former colleagues and new acquaintances to touch base, and then follow-up onsite at the Connections Networking Bar;
  • NEW Showfloor VIP suite – offering visitors the opportunity to ‘take 5’ away from the hustle and bustle of the exhibition floor;
  • Over 200 leading suppliers of contact centre products and services – focusing on people, strategy, technology and outsourcing – exhibitors targeted for industry needs and over 75 leading suppliers of the latest customer management products and services.

CCF conference
Both shows will be hosting a brand new conference over the two day event. The annual CCF conference is a must-attend event for contact centre professionals providing fresh, new content reflecting the editorial quality of CCF magazine. The Customer: Strategy and Management Conference offers practical case-study-led sessions and strategic insight to marketing, customer service, sales and board-level professionals striving to improve their customers’ experience.
Several public sector professionals have welcomed the opportunity to speak at the conferences over the two day event. The head of contact centre management at Staffordshire Police, Jon Drake; John Thomson, head of pensions transformation learning & development at The Pensions Fund; and Kevin Gibbs, head of customer contact at Islington Council are all promoting best practice in their various sessions.For more information
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