Customer Contact Centre Conference A new vision for customer contact centres Wednesday, 23rd March 2011, York Racecourse
As customers demand ever higher standards of service, customer contact centres are faced with challenges to continue to improve the customer experience, make effective use of customer intelligence and make the best use of technology that is available. In addition, customer contact centres are at the forefront of the modernisation and efficiency agenda for public services, and delivering on these areas will maximise operational efficiencies and help contact centres to deliver more for less. This conference will help delegates meet these challenges by exploring excellent and innovative practice from the housing sector and will cover: • Award winning service – learning from the best • Using customer insight to design services • Improving the customer experience and optimising customer feedback • Maximising organisational efficiencies • Restructuring contact centres for the new environment • Using customer profiling to assist contact centres ensure fair access • Benchmarking and peer learning • Making the best use of new technology • Innovative approaches to developing the skills of your workforce
Who should attend?
This event should be attended by Directors of Customer Service, Directors of Operations, Contact Centre Managers, Performance Managers and Customer Care Managers. Senior Managers responsible for the strategic planning of Customer Contact Centre provision and anyone interested in, or working to improve the customer contact experience will benefit from attending this conference.
Continuing Professional Development (CPD)
Delegates will be able to record 4.5 Continuing Professional Development hours for attending this conference.
Programme 10.00
Registration and refreshments
10.30
Chair’s introduction and welcome Yvonne Davies Formerly Head of Housing & Economic Development (North), Audit Commission
10.35
The national policy for web-based and telephony services: an overview Natasha Innocent Public Sector Partnerships Manager, Race Online 2012 In providing an overview of web-based and telephony services, this session will cover: • The policy agenda • Efficiency and choice in digital delivery • Digital inclusion and assisted access
11.05
The new performance management framework for customer contact centres Mike Murphy Director of Insight and Performance, Calcom Group Calcom Group has been appointed to deliver the performance management framework (PMF) for customer contact centres on behalf of the Cabinet Office. The PMF is a comprehensive online tool that allows public sector contact centres to analyse and review their key performance indicators against the performance of their peers. Mike will explain: • • •
The elements of the performance management framework How the PMF will help deliver the agenda for digital delivery and telephony How the approach will support customer service improvement and achieve value for money.
11.40
PROFESSIONAL PRACTICE SESSIONS
1.
Demonstrating fair access through customer profiling Anna Milner Research and Intelligence Manager, Northern Housing Consortium Yvonne Davies Formerly Head of Housing & Economic Development (North), Audit Commission How can customer contact centres ensure fair access for users and identify common issues for specific cohorts? This session will look at maximizing Customer Profiling data to discover any barriers to access that may exist for some groups and identify steps to overcome these.
2.
The journey to excellence and beyond Denise Ballantine Customer Service Centre Manager, Gentoo Group As runners-up in the North East Customer Contact Centre Awards 2010 in the <250 seat category, Gentoo Group will explain the key elements of their success in the journey to excellence. In particular Denise will explain how the use of a staff coach/trainer has enabled them to focus on quality, adding value to the service provided and improving customer satisfaction for the service.
3.
Contact centre technology – helping to optimise customer feedback and deliver service efficiencies Barry Ibbetson Head of Contact Centre, Leeds City Council In recent years Leeds City Council customer contact centre has created a cutting edge suite of new technology that is helping to optimise customer service performance whilst contributing to organisational efficiencies. This session will explore the approach and technologies used and key challenges faced in delivering improvements to customer experience.
12.45
Lunch
13.50
PROFESSIONAL PRACTICE SESSIONS
4.
Improving services – benchmarking and peer learning Nigel Johnston Performance and Improvement Manager, Northern Housing Consortium Diane McLellan Customer Service Manager, Muir Group This session will outline the arrangements currently undertaken within CONTACTnet, the Northern Housing Consortium’s network of contact centre managers. Nigel will outline the principles behind the network and the aims and objectives it has. Diane will focus on benchmarking and explain the benefits and further challenges provided to her organisation and how it is used to improve services.
5.
Quality counts Gary Lormor Customer Services Manager, East Durham Homes Andy Kemp Liquid Voice Gary will explain East Durham Homes’ approach to quality assurance and how it is used to measure and improve services. He and Andy will outline how using a call recording solution has enabled the organization to ensure that standards in the Customer Charter are maintained and provide a useful aid in dispute resolution.
6.
Customer service excellence – raising the bar Maria Whelan Head of Customer Services, Guinness Northern Counties Guinness Northern Counties have won a host of awards in recent years for their commitment to improving customer service. In 2010 they were awarded 6th place in the UK Top 50 Call Centre Awards, improving from 24th place in 2009 with a theme of ‘Customer Service Excellence – raising the Bar’. The award acknowledged work done on accreditation of calls and a thorough re-design of the way the contact centre trains and coaches their staff to continually strive to provide service excellence.
14.55
Refreshments
15.15
Focussing on customer care in the drive for increasing service automation Kevin Dodd Chief Executive of Wakefield and District Housing Wakefield and District Housing is one of the largest housing organisations in England and in 2010 were winners of UK Excellence Awards from the British Quality Foundation for its approach to sustaining business excellence. Kevin will explain how organisations can maintain a focus on accessibility of services for customers and achieve excellent standards of customer care, whilst moving towards increasingly automated services.
15.50
Chair’s closing remarks
16.00
Close of conference
Customer Contact Centre Conference A new vision for customer contact centres Wednesday, 23rd March 2011, York Racecourse
Delegate fees
Early booking discount: book before 4th March 2011
Northern Housing Consortium Member
£199
£179
Non Member
£249
£229 All delegate fees are shown excluding VAT.
How to book Online To book your delegate place at this event and to view our full terms & conditions and cancellation policy, please click below.
Book Online Telephone To make a provisional booking please telephone our events team;
0191 566 1000 Please note any telephone reservations are made on a provisional basis and must be confirmed in writing within 2 working days.
Contact us For further information or if you have a query please contact a member of the events team: Telephone: 0191 566 1000 Email: events@northern-consortium.org.uk
Download a copy of the programme here