Many of those who have contacted us have indicated that they would like to attend the World Class Contact Centre Forum with a colleague. To help those who wish to do this, we are now pleased to advise that we will be able to provide special conference pricing for two delegates.
For those from the Private Sector who wish to attend the World Class Contact Centre Forum, the two delegate pack can be bought for £895 for the two day event.
Delegates from the Public Sector will attract a cost of £795 for the event.
This represents a near 50% discount on individual attendances. To find out more, please visit our main web page.
You may also wish to consider signing up to our LinkedIN Group where you will get the latest news and views, before, during and after the event as well as gaining an opportunity to network with delegates in advance of the event – increasing the value of World Class Contact Forum even further!
Alternatively, call David Wheeler on +44 (0)1993 844 466 for further information.
World Class Contact Centre Forum 2009 will be operating a social media experiement during this years World Class Contact Centre Forum 2009.
Before, during the conference and after the conference we will be surrounding the event with social media activity; this blog being a starting point for that activity.
By engaging in the social network activity, delegates will be able to get more from the event – before, during and after. As delegates sign up to the event, there will be an opportunity to network in advance of the event and to make connections – so the event is not just about the speakers but the other delegates that you can meet and network with.
With live blogging from the event on the 7th / 8th October as well as wrap-ups, the event will live on, you being able to share, discuss and learn from the event itself online.
There are a number of ways that you can get involved with the event social networking activity.
Sign up to the World Class Contact Centre Forum LinkedIN Group
Sign up to the Wolrd Class Contact Centre Facebook Page
Follow World Class Contact Centre Forum on Twitter
Book for World Class Contact Centre Forum Event
And of course, sign up to twitter yourself, bring your mobile and get tweeting yourself.
We’re scouting for Unified Communications Videos across the web to help you better understand the world of Multi Channel Contact Centres.
Here David Leach from Siemens introduces Unified Communications concepts. A great introductory video.
What did you think of this video?
One of the reasons that The Focus Group runs its own events so successfully lies in the adoption of the technology and processes that the folks at Focus Group are keen to promote at the forums. ‘Eat you own dog food’ call it what you will but in the conference environment, Customer Experience matters just as much as when selling dog food, toothpaste or financial services.
At the highly succesful European Customer Experience World, The Focus Group worked in partnership with ResponseTek to deliver customer experience processes that enabled the fine tuning of the event to delegate needs and to enable tuning of future events. Continue Reading »
We have now set up lense pages on Squidoo – another great location for you to connect with World Class Contact Centre Forum.
The Focus Group working in partnership with The Customer Experience Foundation are asking for people to contribute to their survey concerning the multi-channel contact centre.
MCC (Multi Channel Contact)
In support of the World Class Contact Centre Forum on the 7 -8 October 2009 at the Hilton Metropole London W2 the Focus Group has commissioned the Customer Experience Foundation to undertake a survey looking at multi channel contact.
For the past 5 years more and more organisations have been looking at the opportunities and threats of multi-channel contact. Yet how many organisations have a strategy or are a true multi channel business.
This survey will take you 5-7 minutes to complete.
Those who complete the survey and attendees to the WCCF event will get a free copy of the report.
One of the key objectives of the World Class Contact Centre Forum 09 is to bring people together. Yes, we have a great line up of speakers and workshops but fundamentally, how often do we as a Unified Communications industry have time to get together?
WCCF 09 spans two days. With a busy agenda, the opportunity to network can be limited. This year, we are using social networking technology to try to bring people together to forge new relationships and drive new ideas forward.
This blog site is the starting point, this is our voice, where we can say what is happening and keep everyone up to date with the latest news, views and developments. Here you can comment and let us know what you think about any of the topics that we discuss. It’s a great place to interact.
To get to know people better and to network with people who share common interests, we have establsihed social network groups to enable open networking between people. It’s simple to get involved, simply follow the links below, sign up and your ready to go. You can ask questions, respond to questions, post news and get in direct contact with people who are relevant to you.
Visit the WCCF ’09 web page for details, speakers, agenda and booking
One of the value’s of focusing upon the social networking elements of WCCF ’09 is that it extends the value of the exercise. In the run up, you have an opportunity to let us know what issues interest you, what you would like to see and who you would like to meet. What more would you like to get from the event.
With so many leading thinkers attending WCCF ’09, we thought that it would be exciting to blog the event live. Why not bring your mobile phone so that you can tweet and post your sentiments to your perosnal online networks?
Moving forward from the event, we will keep the social networks living and breathing. This will help you continue to foster relationships, get answers to questions and put your ideas forward to a global Unified Communications audience.
With a great agenda and so many exciting activities taking place before, during and after World Class Contact Centre ’09, we look forward to sharing so much with you.
I am particularly looking forward to hearing the presentation from Nigel Medforth on why he thinks that Unified Communications / Multi-Channel Communications Projects Fail.
The adoption of Unified Communications approach is not simply a matter of implementing technology and getting on with it. There are a whole range of issues to be considered. Thinking “Build it and they will come” simply isn’t enough.
In many ways, building it is one of the simpler elements. Adoption is perhaps one of the more difficult elements of a Unified Communications approach. How do we get our customers to start using Unified Communications what is the value to them of using alternate communications approaches? How do we measure the performance of the new UC approach
Now with his own experience of implementing UC at Lloyds TSB, I am sure that Nigel is going to go into a lot more detail at the World Class Contact Centre Forum and much more focus into how not to do it.
Can’t wait!
Multi Channel Contact is changing way in which the call centre operates but what does this mean to your business model?
Customer experience strategy is a vital item on the organisational agenda during the current economic downturn. Leading experts say that improving the performance of your customer experience is the best way to drive down cost and increase revenue and return on investment. Customer Experience has become the major battleground the marketplace where cost of service and share of wallet will determine the winners and losers.
This picture is made even more complex because the customer experience is now not just the competitive edge it is also the compliance benchmark for regulators. Treating customers fairly is a requirement for financial services companies but market regulators in energy communications and other services are starting to apply the same standards.
This is simply the biggest change to trading conditions since deregulation started to gain momentum 30 years ago. We hear phases like “Customer Journey” and the “Voice of the Customer” “channel of choice” “treat complaints as gifts”, all well and good but few companies have a clear view of what these mean or have a strategy that encompasses the multi channel experience and a plan to unify communications across your business? Last year some markets shrank by 90% so the last company standing will be the one with the right business model and Customer Experience is a key part of that business model.
Welcome to World Class Contact Centre 09. On October 7th and 8th, we will be hosting a leading forum focused upon how to achieve the optimum real time multi-channel contact centre.
We’re just getting started but stay tuned for news and views in the run up to the event. You can also join our Facebook Fan page.
Also visit the World Class Contact Centre Website for detailed information of the program and to sign up.
We have C Suite level speakers from Lloyds TSB, Virgin Media, DataPoint, Cisco Systems and many more leading organisations across two days. It is going to be an exciting two days!
