2nd Annual Achieving Excellence in Contact Centres

Venue: -

Location: -

Event Date/Time: Oct 20, 2010 End Date/Time: Oct 21, 2010
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In cooperation with ECCCO - European Confederation of Contact Centre Organisations
Companies worldwide are facing business challenges like they have never experienced before. For many the cracks are starting to show.
How well prepared is your organization to face the rough times?
What could you be doing differently to improve your Contact Centres’ operations and continuously increase your value proposition?
There’s only one way to find out! Join us to hear this year’s real life practices and actionable solutions. Doing more with less, which change to apply first, what is the key to customer loyalty and many more…

Speed Networking – this special feature is a great opportunity to meet other business professionals face to face in a short period of time.

Key speakers:
Expert Advisory Board:

European Confederation of CC Organizations, President
Banca Monte dei Paschi di Siena, Head of Contact Centre
Eircom-Leader of CC, President of CC Association Ireland
BBC Marketing, Head of Business & Partnerships / Board Director Customer Contact Association (CCA)


Barclays Bank UK, Customer Service Director
BT, Leading Customer Experience Futurologist
DenizBank Turkey, Senior VP,
Jumeirah Hotels, Director of Global Contact Centres
KPN, Head of Customer Care
Orange France, Head of Contact Centres
DHL Russia, Head of Customer Service
T-mobile, Senior VP
Banca Monte dei Paschi di Siena Italy, Head of Contact Centre

Key topics:

Manage cost-cutting while ensuring customer satisfaction
Examine key principles of effective Contact Centres Management
Understand how to turn impact of financial crisis on your business to your advantage
Reorganize your Contact Centre to win loyalty of your customers
Discover how to integrate all channels
Learn how to use customer advocacy on daily bases
Maximize your ROI
Make your outsourcing strategy work for you
Use Voice of Customer and Voice of Employees
Contact Centre as a strategic sales channel

Who should attend:
CEOs, COOs, Presidents, VP, Heads, Directors and Managers of: Contact/ Call Centres, CRM, Support/ Help Desk, Customer Service, Client Relations, Sales and Marketing, Remote Channels, Strategic Planning, HR Department