Achieving Award Winning Operational Excellence

Kelly Kay, Head of Enterprise Channel for CSC, Cable & Wireless Worldwide

Having the Right Contact Centre Strategy

Richard Small, Director, UK Multi-channel Lead, Public Sector, Deloitte

How to Maximise ROI from the Latest Customer Innovations

Paul Weald, Innovations Director, ProtoCall One

Measuring and Leveraging Customer Insight to Gain Competitive Advantage

Ashley Williamson, Head of Partnerships, Top 50 Call Centres for Customer Service

Reducing Customer Effort - Stop Trying to Delight, Just get it Right

Keith Pearce, Senior Marketing Director EMEA, Genesys-EMG

Changing Customer Behaviour through Self-service

Annabelle Goymer, Contact Centre Transformation Manager, Transport for London

Exploiting Social Media as a Customer Response Channel

Dominic Tomey, Channel Sales Manager, Attensity

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