- Call Centre & Customer Strategy Conference

Day Two Timetable - Wed 23 September

The Call Centre Focus & Customer Strategy Conference 2009 had a superb line-up of forward thinking speakers, each offering unique insights into the industry during their sessions.

32 Sessions and 4 Masterclasses bringing together the very best in the industry to create an unmissable conference programme.

Please note: timetables subject to change

Click on the session titles for full session details

WORKPLACE CULTURE & CHANGE MANAGEMENT

MEANINGFUL MEASURES

DEFINING YOUR CONTACT CENTRE STRATEGY

CUSTOMER STRATEGY TRACK

9.30-10.30

WC01
Staff motivation in uncertain times
SpecSavers Opticians

MM01
Using customer feedback to drive best practise
Insight Now & Allianz Cornhill

DC01
Contact centre solutions that can deliver a fast ROI
HomeServe & Sabio

homeserve

CS05
Build and sell a vibrant brand through memorable customer service
Audi UK & Maple Business Consultancy

Audi

Maple

MASTERCLASS

10.30-12.30 - MC03
Making Decisions and Managing Internal Conflict
Alun Graves, Managing Director, The Alun Graves Consultancy

11.45-12.45	11.45-12.45	11.45-12.45	11.45-12.45
WC02 Re-energising your staff and performance through flexible working Capita Business Services Ltd	MM02 Building a world class customer service London Borough of Lambeth	DC02 Together we are stronger - delivering excellence with an outsourced service *F&C Investments*	CS06 Making the most of every customer interaction *Orange*

14.00-15.00

WC03
Working from home - An empirical view
Citi EMEA

CITI

MM03
Back office planning - The 'Golden Ticket'
Coventry Building Society & Professional Planning Forum

Coventry Building Society

PPF

DC03
Increasing customer satisfaction by reducing your budget
Surrey County Council

Surrey Council

CS07
Top Ten things your customers want YOU to know
Convergys

MASTERCLASS

14.00-16.00 - MC04
From Twitter to Online Communities: Social media and the impact on your customer strategy and contact centre
Matthew Rhodes, Head of Client Services, FreshNetworks

15.30-16.30

WC04
Leading through a downturn: Turning managers into leaders
FirstInfo + Abeo Consulting

MM04
Driving customer satisfaction and behaviour
Telegraph Direct + Bright UK

DC04
The A-Z of communication with Generation Y (and beyond)
The essentiagroup + Callmedia

CS08
Can support organisations drive profitable growth?
Satmetrix

Call Centre Focus Conference Gold Sponsor -

Customer Strategy Conference Silver Sponsor -

Day Two Timetable - Wed 23 September

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