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27th March - Contact Centres - Building on Excellence

Published: 10 March 2008

Old Trafford, Manchester

The Varney Review and the Contact Council have refocused attention on achieving excellence in the contact centre. Public sector contact centres now aspire to deliver world class service that engenders a perception of trust, value and quality with each contact.

Many public sector organisations have achieved outstanding results for customers through their contact centres, and this conference draws on that deep pool of excellent practice bringing together a compelling mix of speakers who will offer practical advice and insights into how to meet the challenges you are facing in your contact centre such as:

• NI 14 – poor use of time – what will collecting this data do to help your call centre operations?
• Recruiting and retaining high quality staff
• Developing a better understanding of customers that will enable improved resource planning and service delivery
• Reducing avoidable contact through improved business process

For further information on this event please visit the organisers website.