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European pioneers show the way at Contact Centre Conference
German market leaders in Contact Centre excellence will be speaking at a conference that is bringing together companies from across the North to discuss some of the industry’s burning issues.
The Northern Contact Centre Conference will be held at York Racecourse with contact centre bosses from across the board given the rare opportunity to hear from a number of Europe’s leading experts as well as share advice and experiences with their peers.
itCampus’ Andreas Klug is one of the key speakers at next month’s conference, which will address efficiency and service. He will look at future problems facing the industry and how performances can improve, along with profitability through intelligent call handling systems.
Andreas said: “Gone are the days of customers hanging on their phones waiting to speak to a human being. We have moved on from there. Customer satisfaction must be improved to raise the industry standard. We work with intelligent email and phone handling systems that not only leave the customer happy, but make the job a lot easier for the thousands of contact centre workers.”
Hosted by Yorkshire & Humber Contact Centre Network on Thursday, November 29, the Conference is themed ‘Reducing Costs and Improving Profitability’. It will provide a forum for contact centre representatives across the region to discuss industry issues as well as hear from some of the industry’s experts.
Representatives from Catalyst IT, itCampus and access2growth will discuss how technology can provide an edge while senior figures from Asda and Ventura will debate whether customer management is the way forward.
Charles O’Donnell, of Yorkshire & Humber Contact Centre Network said: “The Conference is a must for anyone involved in the industry. At the Network we believe in coming together as an industry and helping each other provide solutions to working problems. Successful businesses share their best practices, while managers and decision makers get the opportunity to listen to experts and ask questions relevant to their companies. Attrition rates are also a significant issue for contact centres, and one that Andreas will be discussing during the Conference.”
He added: “Attracting the best candidates into the industry can be difficult but we have looked into providing better jobs, stronger prospects and first class working environments. It is the people who make or break a business and with the right structure in place their satisfaction will cross over to your customers.”
The Northern Contact Centre Conference takes place on Thursday, 29th November, at York Racecourse between 9am and 5.30pm and is being organised by Hartlepool-based Dialogue Event Solutions. For more details call 01429 233903 or visit www.northernccc.co.uk
