| 8am – 9am |
|
Breakfast & registration
|
| 9.00 am |
|
Welcome
Dave George, WCCF Chairman |
| 9.05am |
|
Mike Minahan, Host
Overview & introduction |
| 9.15am |
|
Belinda Haden, Senior Consultant, CM Insight
The truth about contact centre transformation (How mass customisation improves the bottom line) |
| 9.55am |
|
Dr Ted Johns, Chairman, Institute of
Customer Service
From Sausage to Sizzle, or Cold Fish to Sushi: Turning Customer Service from Cost to Unbeatable Advantage
|
| 10.40am |
|
Paul Barnes, MD, Fluency
Call automation without caller frustration
|
| 11.10am |
|
Justin Petrovay, Associate Partner, Gallup
Hey! There is a human at the end of the line... |
| 11.35am |
|
Exhibition |
| 12 noon |
|
Lunch, exhibition and networking |
|
|
| 12.55pm |
|
Welcome Back
Dave George, WCCF Chairman |
| 1pm |
|
Neil Chandler, Head of Sales, Operations and Change, HBOS Personal Lending
Developing the customer experience with a winning service strategy
|
| 1.45pm |
|
Simon Roncoroni, MD, SR Consult
P+D=3
People+Data= More than you get from just people on their own
|
| 2.30pm |
|
People versus Technology Panel debate |
| 3.30pm |
|
Rufus Grigg, MD, Callmedia
Reports of my death have been greatly exaggerated:
The future of the outbound call centre
|
| 4.10pm |
|
Chairman’s review of the day
Dave George, WCCF Chairman |
| 4.15pm |
|
Close |
|
