4 Product Taster Solutions Theatres

NEW for 2009 - Outsourcing, Siting & Location Theatre!

Located on the show floor, the Solutions Theatres played host to 20 minute FREE taster sessions of some of the many & varied solutions which were on offer at the show.

Focussing on 4 core areas of interest; Call Centre Technology, Call Centre & Customer Management Services, Customer Management Technology as well as the NEW Outsourcing, Siting & Location Theatre, visitors gained advice and knowledge on recent product & service developments and how they could successfully be applied.

Click on the links below to download the presentations from this year's seminar theatre speakers:

Call Centre Technology
Customer Management Technology
Call Centre & Customer Management Services
NEW for 2009 - Outsourcing, Siting & Location

Please note: Timetables subject to change

Call Centre Technology Theatre

Sponsored by:

Day 1 - Tuesday 22 September

	Company	Presentation Title	Speaker
10.15 - 10.35	Felltech	Call Centre Efficiency - What's the Tech Toolbox?	Ian McLoughlan, Managing Director
11.40 - 12.00	Freedom Communications (UK)	Multiple-Channel Contact Centre: Fact or Fiction?	Ed Humpleman, Strategic Analyst
12.30 - 12.50	Interactive Intelligence	Integrating UC into Business Processes - How to deliver radical improvements & competitive advantage	Chris Majer, Head of Applications Consulting
14.00 - 14.20	ntl:Telewest Business	Cash versus Control?	Andrew Perrin, Senior Product Manager - Advanced Contact Solutions
15.40 - 16.00	Aurix Limited	Transparent Analytics - How to 'really' release the latent value from call centre audio	Peter Rogers, Chief Executive Officer

Day 2 - Wednesday 23 September

	Company	Presentation Title	Speaker
10.15 - 10.35	Ventura	Eliminating waste and cutting costs while improving customer service with Speech Analytics	Andy McKenzie, Head of IT
11.40 - 12.00	SEFAS Innovation	Managing a Market of One: Personalising your Correspondance to Improve Customer Communication & to Control Customer Enquiries	James Weaver, Business Development Manager
12.30 - 12.50	Empirix Inc.	Troubleshooting VoIP quality in call centres	Stuart Walsh, Head of Sales Engineering (EMEA)
14.00 - 14.20	InVision Software	Using Workforce Management to survive an economic downturn	Cameron Welsh, Senior Account Manager
15.40 - 16.00	Autonomy Etalk	Keeping Interactions Compliant; Automating Policy Across the Contact Centre	Steve Graff, Chief Architect of Autonomy e-talk

Customer Management Technology Theatre

Sponsored by

Day 1 - Tuesday 22 September

	Company	Presentation Title	Speaker
10.15 - 10.35	Empolis	Knowledge Management Revisited	Christian Hoelzel, Product Manager
11.40 - 12.00	Salesforce.com	How Wolsley run their world class call centre with Salesforce.com CRM Service	Douglas Porter, Senior Manager, salesforce.com & Simon Mackin, Wolsley UK
12.30 - 12.50	Managemycomplaints.com	Size doesn't matter! You don't need to be big to benefit from complaint management	Andrew Aldred, Marketing Manager
14.00 - 14.20	Epson Europe BV	From Call Centre to Multi Channel Interaction Centre - How Epson is leading the way	Ian Bodsworth, Senior Manager, Service & Support
15.40 - 16.00	PreVisor	Recruiting & Retaining The Best Agents - The Science of Hiring People Who Can Achieve Top 8 Centre Business Metrics	Jeremy Pemberton-Pigott, Managing Director

Day 2 - Wednesday 23 September

	Company	Presentation Title	Speaker
10.15 - 10.35	Eptica UK	Creating a Winning Strategy for Online Customer Service	Paul Barnes, Managing Director, UK & Eire
11.40 - 12.00	Omfax Systems	Intelligent scripting - achieveing consistently high standard responses to customers	Peter Graddon, Director
12.30 - 12.50	2020 Management (Europe)	Back To The Future - world class service excellence in the Cloud!	Gary Smith & Sally Torkington, Director
14.00 - 14.20	Aspect	Extending customer service beyond the contact centre using unified communications	Ian Smith, Principle Consultant
15.40 - 16.00	Netcall	Going Beyond the Service Level - why the queuing model is out of date	Richard Farrell, CTO

Call Centre & Customer Management Services Theatre

Sponsored by

Day 1 - Tuesday 22 September

	Company	Presentation Title	Speaker
10.15 - 10.35	Bridge Training & Events	The Living Brand® - Transforming Employees into Living Brand Champions	Dale Smith, Managing Director
11.40 - 12.00	ISAS Technology	Changing the "as is" in customer service	Lorraine Canty, Managing Director
12.30 - 12.50	ServiceTick	Does NPS really give you the customer feedback your organisation needs?	Martin Trott, Managing Director
14.00 - 14.20	Marketing Intelligence International	Establishing the key elements in improving customer satisfaction	Duncan Heal, Director
15.40 - 16.00	Business Systems (UK) Ltd	Harnessing analytics to drive sales and service excellence	David Mason, Major Accounts Manager

Day 2 - Wednesday 23 September

	Company	Presentation Title	Speaker
10.15 - 10.35	CyberTech UK	Don't just monitor your agents. Empower them with proven methods for developing agent skills and abilities	Tom Dove-Wallington, Learning Development Manager
11.40 - 12.00	JHP Training	Creating a winning strategy for online customer service	Sian Wilson, Corporate Business Development
12.30 -12.50	Verint Systems	Removing the barriers to effective customer service - why customer feedback can make a real difference	Robert Wint, Senior Vice-President, Marketing EMEA
14.00 - 14.20	Sodexo Pass Ltd	Exciting session title to be announced shortly	Kevin Harrington
15.40 - 16.00	Skinkers	Push Communication in the Call Centre for Customers and Agents	David Long, CEO

New for 2009 - Outsourcing, Siting & Location Theatre

Day 1 - Tuesday 22 September

	Company	Presentation Title	Speaker
10.15 - 10.35	The Panther Group	Innovations in Outsourcing - MOT your Call Centre	Paul Weald, MD, RXPerience & Gavin Miller, MD, Spoken For
11.40 - 12.00	Granby Marketing Services	Handled with Care	Stephen Bentley, Chief Executive
12.30 - 12.50	ITIDA & Datamonitor	Egypt as an Outsourcing Destination for Contact Centres	Patrick O'Brien, Senior Analyst, Datamonitor
14.00 - 14.20	Volt Delta International	The Connected Organisation: meeting customer needs with collaborative contact centres	James Glasspool, Director of Strategic Marketing
15.40 - 16.00	MST Holding	Strategic Call Centre Location in Barcelona	Pedro Barcelo, CEO

Day 2 - Wednesday 23 September

	Company	Presentation Title	Speaker
10.15 - 10.35	OPEX Hosting	Pandemic & contingency planning for your call centre	Graham Woolley, Account Manager
11.40 - 12.00	In duty for: Germany Trade & Invest/Berlin Partner	Germany - serve 80 million customers	Manfred Stockmann, President of Call Centre Forum Deutschland e.v
12.30 - 12.50	Connaught (Compliance)	Outsourcing complex public information and advice helplines	Michael O'Toole, Development Director
14.00 - 14.20	LiveXchange	The Cost-Cutting Potential of Agents Working from Anywhere	Brian Pritchard, Managing Director
15.40 - 16.00	Bangladesh Telecommunication Regulatory Commission (BTRC)	Bangladesh > your next destination for call centre	Brig Gen Zia Ahmed, psc (Retd.) Chairman