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Post Show Press Release: 88% of exhibitors confirm their commitment to Call Centre & Customer Management Expo in 2010

Call Centre & Customer Management Expo 2009 brought the industry together at Birmingham’s NEC last week and delivered a recession-busting financial performance. 88% of exhibitors at this year’s event committed to next year’s show, a staggering result in the current economic climate.

 

Melissa Roberts, Event Manager, confirmed, “This result is resounding confirmation that the contact centre industry is weathering the storm. There is still an enormous appetite for the products and services on offer at the show, whether decision makers are sourcing solutions to put into immediate effect or planning how to spend budgets when the thaw comes.”

 

The 250 exhibitors at this year’s show met over 5,100 attendees, with over 75% holding decision-making responsibilities and 60% looking to purchase solutions in the next 12 months.  Visitors also attended to listen to 6 high-profile keynote speakers including Deborah Meaden and Dr Dominic Swords and learn from speakers in the 40 Solutions Theatre sessions.

 

Ian Morten, Customer Service Contact Centre Manager, South West Trains concurred, “This is a really good environment to speak to key people, all the leading suppliers I want to meet are here – there’s so much to buy!”

 

Joanne Hatherley, Sales & Marketing Communications Manager, Ultra Communications demonstrated exhibitors agree, “People have come to the show with real issues and needs, actively looking for solutions rather than just ideas. The visitors are real influencers rather than filters which is great. Our stand was in a perfect position and this show just keeps getting better and better. This is the main show in our calendar – it is the right format as we have the opportunity to demonstrate our solutions live, spend time with people and allow visitors to ‘try before you buy’ with our solutions on the stand.”

 

Attendees main areas of interest/investment at the show has continued to evolve demonstrating a widening need for customer management solutions both technical & people based, as well as confirming the importance of traditional & new call centre technology solutions. The top 10 areas includes: Performance Management (33.7%), Call Recording (30.8%), CRM (30.8%), Quality, Monitoring / Analysis (29.2%), Staff Motivation & Incentives (28%), Workforce Management / Optimisation (28%), Computer Telephony Integration (24.4%), Call Centre Hardware (23.7%), Customer Service & Support (23.4%) and Training, Learning & Development (22.7%).

 

Colin Trump, Planning Manager, Virgin Holidays explains why the event met his objectives, “It’s my first time at Call Centre & Customer Management Expo and I’m here on behalf of my team to look specifically at workforce training, incentives and motivation. I’ve definitely found what I’m looking for – and a lot more! The education programme was very impressive and I’ll definitely be back next year.”

 

The Call Centre Focus & Customer Strategy Conference sold 1,138 individual sessions to 407 delegates with the most popular speakers from HSBC, Bupa and RBS.

 

The show welcomed 800 VIP’s who enjoyed lunch and a massage on Noble System’s, the scheme’s sponsor. Sian Ciabattoni, Marketing Director, Noble Systems verified the value in sponsoring the scheme. “As the sponsor of the VIP Lounge, we have been delighted with the quality of VIP delegates. It has helped us raise our brand awareness and as a first time exhibitor, exceeded all expectations. The networking lounge was excellent with a very high standard of visitor, and a high volume of people interested in Noble Systems.”

 

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Notes to Editor:

 

Photography

A selection of photographs from Call Centre & Customer Management Expo 2009 is available.  If you require any images to support this release please email lydia.simpson@ubm.com.

 

About Call Centre & Customer Management Expo

Call Centre & Customer Management Expo is Europe’s no.1 exhibition & conference for customer contact and integrated customer management solutions. The exhibition co-locates with Service Management Expo and takes place at Birmingham’s NEC, 21-22 Sept 2010.

 

 

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