Customer Contact Centre Conference Transforming Contact Centres Thursday, 22nd March 2012, York Racecourse
In conjunction with:
In conjunction with:
As organisations seek to maximise operational efficiencies and deliver more for less our 4th annual Customer Contact Centre Conference will focus on the key issues for transformational change in housing contact centres. With customers expecting ever higher standards of service, customer contact centres are faced with challenges of continuing to improve the customer experience, make effective use of customer intelligence and the best use of technology, whilst also delivering efficiencies. This popular conference will help delegates address these challenges by exploring innovative practice from inside and outside the housing sector and will cover: • • • • • • • • •
Award winning service – learning from the best Getting data sharing right – managing risk in data protection Improving the customer experience and optimising customer feedback How tenant scrutiny can help you Maximising organisational efficiencies Restructuring contact centres for the new environment Maximising the impact of social media 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 Steve Rawson Executive Director of Operations, Wakefield and District Housing
10.35
Data sharing – how to get it right Dawn Monaghan Group Manager, Public Services Team, Information Commissioners Office Data protection is recognised as a key business risk by housing organisations and an area of activity where systems need to be carefully managed. This session will cover: • • • •
11.05
Myths and legends of the Data Protection Act Data sharing - who has responsibility? What can happen if you get it wrong? How to avoid the pitfalls
Enhancing employee engagement in contact centres Giles McClelland Senior Lecturer, University of Central Lancashire Drawing on the findings of a large scale research study, which was conducted into the factors that influence employee engagement in contact centre design, this session will look at: • • •
11.40
Barriers and enablers to engagement How engagement influences productivity How the findings can be applied to the housing sector
Refreshments
12.00
PROFESSIONAL PRACTICE SESSIONS
A.
Happy team, happy customers Neil Kenwright Customer Access Manager, One Vision Housing In 2011 One Vision Housing (OVH) won the Best Customer Experience Award at for its Customer Service Centre at the North West Contact Centre Awards. OVH placed 5th in the Sunday Times Best Companies to Work For in the UK in 2011, and in October Neil received an award for European Call Centre Manager of the Year. In this session Neil will focus on: • •
B.
How the organisation has achieved this level of success The customers role in team development
Demand analysis – understanding what customers want Kate Ritchie and Nigel Johnson Efficiency Managers, Northern Housing Consortium Customer services centres are dealing with more and more of your customer requests. As the need for efficiencies grows, it is critical that housing organisations understand: • • •
Why do customers contact us? What has prompted the contact? Is it a necessary contact or one that has been created by our action or inaction? In this session, Kate and Nigel will explore ways to increase your understanding of the nature of demand, to evaluate it and to establish suitable measures to enable your organisation to use customer demand as a tool for driving efficiency and improving services.
C.
Identifying opportunities for improvement through tenant scrutiny Barbara Harper Chair of Customer Senate, Salix Homes Margaret Connor Senior Customer Governance Manager, Salix Homes Housing organisations have a real opportunity to make the most of tenant scrutiny to influence service delivery and make continuous improvements.
In this session Barbara and Margaret will cover: • • •
How the Customer Senate reviewed the Contact Centre What the review focused on Changes and improvements made
13.00
Lunch
14.00
PROFESSIONAL PRACTICE SESSIONS
D.
Want to re-design your customer contact centre offer? Donna Middleton Head of Customer Contact Centre, Home Group Home Group have undertaken major redesign of customer service centre provision and achieved efficiencies and savings as a result. In this session Donna will outline key considerations: • • • •
E.
Understanding the destination and the journey - where they are as an organisation and where they want to get to What Home did… and how far they have come Channel strategies including digital inclusion and self serve considerations Next steps
The role of social media in customer service Jacqui Grimes Policy and Strategy Officer, Northern Housing Consortium Every 24 hours 700K people join Facebook, 300K people join Twitter and 64m tweets are sent. How can housing providers harness this engagement and why is it important for the contact centre to be involved? This session will explore: • • • •
How to enhance customer experience using social media How to use customer intelligence from social media The role of the contact centre in social media How can social media be used to develop internal engagement
F.
Keeping your promises to customers Gary Lormor Customer Services Manager, East Durham Homes Peter Graddon Director, Omfax Systems East Durham Homes has transformed the way its customer contact centre operates, creating a true front line for point of contact with its customers across a wide range of service areas. This session will explore how an effective customer response management system can achieve: • • • •
15.00
A fully joined up service offer Increased first contact resolution More consistent service delivery Improved accessibility and quality of service
The 21st Century Contact Centre Richard Beevers, Director, Customer Plus As a multi award winning customer service practitioner with experience of market leading brands and the housing sector, Richard will provide a captivating exploration of the future for contact centres covering: • • • • •
Communicating your organisations brand Knowing your customers and using your insight Excellence in performance Channel shift Strategies for transformation
15.40
Chair’s closing remarks
15.45
Close of conference
Customer Contact Centre Conference Transforming Contact Centres Thursday 22nd March 2012, York Racecourse
Early booking discount: book by 22nd February 2012
Delegate fees Northern Housing Consortium Member Non Member
£219
£199
£269
£249
All delegate fees are shown excluding VAT. Members of CONTACTnet Members of the NHC customer contact centres professional network will receive a 20% discount off full delegate fees (cannot be used in conjunction with any other offer [including early booking discount] and is limited to one delegate per organisation).
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