Day One Timetable - Tues 22 September

The Call Centre Focus & Customer Strategy Conference 2009

This year's conference included a range of new and exciting sessions from top industry professions, giving delegates the chance to get the very latest information and advice on how their business can strive to remain buoyant and recoup the desired competitive edge.

Deleagtes heard from a wide range of businesses including British Gas, Aviva and HSBC, as well as public sector organisations such as Cambridgeshire Constabulary, on how they are suceeding with their cost-cutting but still meeting the ever-increasing customer expectations.

Click on the session titles for full session details of Day 1 - Tuesday 22 September

Please note: timetables subject to change

For Day 2 - Wednesday 23 September please click here

GETTING THE MOST FROM YOUR PEOPLE	EMOTIONAL ENGAGEMENT & EMPLOYEE BEHAVIOUR	MANAGING THE CUSTOMER EXPERIENCE	CUSTOMER STRATEGY
9.30-10.30	9.30-10.30	9.30-10.30	9.30-10.30
GP01 Why employees should come first and your clients second HCL BPO Services (NI) Ltd.	EE01 Creating Service Heros BT Wholesale & Calcom Group	CE01 Delivering smart value through offline experience Expedia	CS01 Sometimes a change of name is more than just a change of name - From Norwich Union to Aviva Aviva Insurance UK

MASTERCLASS

10.30-12.30  MC01                                                                                          Building a Successful Home-Working Operation        Eihab Mohamed, Director, Lighthouse Consulting Europe Ltd

11.45-12.45	11.45-12.45	11.45-12.45	11.45-12.45
GP02 Building sustainable sales excellence through people RBS & NatWest	EE02 The Importance of An Engaged Workforce During Difficult Times Lloyds Banking Group	CE02 Good to Great - Realising the impossible dream Bupa	CS02 Turning conversion into value - The impact of social networks on customer strategies Eclipse Marketing

14.00-15.00	14.00-15.00	14.00-15.00	14.00-15.00
GP03 How to deliver MASSIVE profits from your recruitment & training budgets  Capita Eircom & Specialist Call Centre Services	EE03 Emotionally involved: Colleague engagement and the bottom line Grass Roots	CE03 The Strategic Role of The Multi-Channel Contact Centre in Uncertain Times HSBC	CS03 From process to people - making an organisation think customer in its words, actions & attitude Cambridgeshire Constabulary & Procter

MASTERCLASS

14.00-16.00 - MC02       Great Customer Experiences on a Shoestring Stephen Jacobs, Director, SFJ Consulting

15.30-16.30	15.30-16.30	15.30-16.30	15.30-16.30
GP04 The importance of recognition & Motivation in Improving Customer Service Virgin Media and P&MM	EE04 How to Engage Your Workforce & Deliver Performance United Utilities	CE04 Making Life Easier for Our Customers British Gas	CS04 The Brand New Way to Build High Performing Teams Dialogue Life

Call Centre Focus Conference Gold Sponsor -

Customer Strategy Conference Silver Sponsor - 


Click here for the complete timetable for Day 2 - Wednesday 23 September