Call Centre & Customer Management Expo

As we prepare to come out the other side of the recession it is imperative to be ready. To consider and prioritise the best use of your budget you still have available now and your spending over the next 12 months and beyond. Consider the importance of projects that have been put on hold; the underinvestment in technology and call centre/CRM infrastructure; the retention and training of great members of your team. There’s a lot to consider. But for now the focus is firmly on cost control. This year businesses are striving for improved efficiency without damaging the relationships they have with their customers. This could be through call centre automation to reduce overhead, or it might be via outsourcing: providing flexible, scalable customer contact solutions.  
Whatever the answer, the focus is certainly on efficient performance. And there’s just one opportunity in 2009 to understand how to stand up to the demands of the recession and be prepared for when it comes to an end – Call Centre & Customer Management Expo 2009.  
Packed full of leading industry suppliers catering for all manner of budgets, not to mention its most comprehensive educational programme ever and unrivalled networking opportunities, a visit to Call Centre & Customer Management Expo 2009 is a necessity in the current climate. Discuss what measures need to be taken in preparation for the thaw, with your industry peers from local councils, health authorities and educational institutions within customer service, telemarketing, call centres and direct marketing. Discover the latest strategies, technologies, and services to increase efficiency and help to ‘future-proof’ upcoming operations.
Call Centre & Customer Management Expo takes place on 22-23 September at the NEC Birmingham.

2009 Show Features
Over 200 suppliers of the latest customer contact and customer management solutions
Meet leading industry suppliers offering a range of products and services such as speech recognition, automated call distribution, computer telephony integration, interactive voice response and CRM software. Confirmed 2009 exhibitors include: itCampus UK, Newvoicemedia, NICE CTI Systems UK, ProtoCall One, Q-Max Systems, SmartPoint Technologies – over 200 suppliers in total exhibiting over the two days.
Bespoke consultations in the Consultancy Clinic – Discuss anything from call centre operational efficiency to CRM upgrades in the Consultancy Clinic located on the showfloor. If you need advice to solve your business challenges, visit one of the leading industry consultancies – including CDM Contact and 2020 Management – in their drop-in private sessions.
The biggest ever free educational programme – following on from the success of last year, The Keynote Theatre sponsored by BT and Avaya, will be showcasing six thought-leading speakers who will provide valuable insights and influential thinking – all free to visitors.
On day one Colin Shaw, author and founder of Beyond Philosophy, discusses ‘How to retain customers in a recession’ followed by Deborah Meaden, Dragons’ Den investor and successful entrepreneur, who considers ‘How to use customer service as your competitive advantage’. The last presentation of the day is an exciting, interactive Panel Debate focusing on ‘Customer 2.0 & buzz monitoring – the impact of the Twitter generation on your brand and how it will revolutionise customer service’.
Day two brings a further three speakers: international customer service guru Mary Gober talking on ‘The Gober Method – How to fully engage your people to deliver consistently superior service & increase sales to drive business results’; and Dr Dominic Swords, Leading Business Economist & BBC Commentator, presenting ‘The global economic outlook & importance of excellence customer service’. The Keynote programme is completed with Avaya and BT presenting on ‘Customer satisfaction utopia – the benefits and rewards’.
Paid for, high-level, case study led Call Centre Focus & Customer Strategy Conference – The 32 sessions and four masterclasses in the high level paid-for Call Centre Focus & Customer Strategy Conference, sponsored by Call Media and FrontRrange will allow you to hear from businesses facing the same issues as you. Speakers include Head of Customer Service at Surrey County Council, Head of Contact Management for Cambridgeshire Constabulary, and Head of Customer Service at London Borough of Lambeth - learn how they have overcome obstacles to be the leading players within their respective fields. For more information on the quality educational content and big brand case studies as well as the new recession-busting prices – single sessions just £99, go to    
Incentive Avenue is back by popular demand. With staff morale dwindling in the current economic climate, look to raise your workforce’s spirit by taking a stroll up the Incentive Avenue, in association with ISP. Dedicated to helping find solutions to inspire and encourage the team, companies including: Capital Incentives & Motivation, Grass Roots, Incorpore, IM Creative, Sodexo, Corporate Rewards and Marks & Spencer’s, will be on hand to talk about rewarding and thanking employees.
The Learning & Development Zone is back by popular demand. If you are looking to develop your team in key areas the Learning and Development Zone is the place to meet companies such as Best Practice Training & Development, Bridge Training & Events, and JHP Training – all specialists in the field of customer service and contact centre training. Skills training and vocational qualifications, in-house and outside workshops, accredited in-company courses including NVQs, BTECs and Goal and ILM certificate programmes can all be found here to enable employers to increase performance levels and improve customer service.
Unmissable networking opportunities – Make valuable industry contacts and swap ideas and strategies in the informal environment of the Connections Networking Bar, sponsored by ContractXchange, while taking a break from the showfloor for lunch or a drink. Make sure you stop by the ContractXchange Live Home Agent Showplace which is located within the Bar area to observe real homeworking agents who will be working throughout the duration of the show in three different homeworking environments allowing you to assess its suitability for your organisation.
Reserve your place at the industry event of the year. Make sure you’re prepared for the post recession era and register for free entry now at
Join your industry peers to acquire invaluable business knowledge and share new ideas and best practice, and make a positive impact on your organisation.
What’s more, if your call centre interacts with a field service department, bring your colleagues along to the co-locating Service Management Expo, taking place next door in Hall 10.
Your Call Centre & Customer Management Expo badge guarantees you free entry so no need to register twice.Six inspirational Keynote speakers
Hear leading industry experts give their view on how to weather the storm and discover their uniquely positioned forecasts for the next 12 months. Mixing revolutionary customer management advice with motivational thinking, our speakers are guaranteed to inspire:

Tues 22 Sept
Colin Shaw, Author & Founder, Beyond Philosophy – back by popular demand. ‘How to retain customers in a recession’
International bestselling customer experience author and regular TV/radio commentator, Colin Shaw will share his knowledge and expertise of how to gain the competitive edge and retain customers during challenging times. He will focus on the areas of experience that provide the greatest return and therefore use your resources to greatest effect. Colin will also introduce the new area of the ‘subconscious experience’ that drives customer behaviour and will show how understanding the subconscious experience can improve customer retention and save costs.

Deborah Meaden, Dragons’ Den investor and successful entrepreneur ‘How to use customer service as your competitive advantage’
In this presentation Deborah will demonstrate how using service as a differentiator will help companies derive greater value from their customers in the short term and secure their loyalty as the economy improves. Candid and to-the-point, as an experienced observer of business success, Deborah will provide invaluable advice for the current economic climate and how to come out even stronger the other side.

Panel Debate - Chaired by Stuart Lauchlan, Editor, BusinessCloud9
‘Customer 2.0 & buzz monitoring – the impact of the Twitter generation on your brand and how it will revolutionise customer service’
Featuring leading agencies and users of social media; BSkyB, Fresh Networks, EasyJet, and, discover how social media can be used in your organisation to help transform your customer service. Be part of this live and exciting interactive panel debate by posing questions to the panel, gaining invaluable insight and advice. 

Wed 23 Sept

Mary Gober, Founder Mary Gober International – Back by popular demand. ‘The Gober Method’ – How to fully engage your people to deliver consistently superior service & increase sales to drive business results’
During this session, you will get to grips with the renowned ‘Gober Method’ – explained to you by the founder herself, Mary Gober – internationally recognised as the dynamic force in customer service culture development. Learn how to, using this method, increase your sales as well as fully engaging your people to deliver superior results to competitors.

Dr Dominic Swords, Leading Business Economist & BBC Commentator ‘The global economic outlook & importance of excellence customer service’
In this session, Dr Dominic Swords will uncover key issues for businesses in 2009 as he discusses the economic outlook for the UK over the next three years, how these compare with other parts of the world and how the UK is able to compete globally. Walk away from this session with leading economic insight, how to spot the signs and make the most of the opportunities in the current climate.

Just announced!
Mark Schmidt, EMEA CES Manager, Avaya and Andrew Small, Head of CRM Capability, BT
’Customer satisfaction utopia – the benefits and rewards’
Achieving the utopia of customer service. Agility, flexibility and continuity are all key drivers for world class satisfaction. In this session Avaya and BT will explore, with a case-study example how this can be reached.

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