23rd SEPTEMBER 2011

Hello

I'd like to share ProtoCall One's plans for the flagship industry event, Call Centre Expo 2011, 11-12th October 2011 with you.

Consultancy Clinic (daily):
Visit us at the Consultancy Clinic to discuss the Return on Investment that G-Cloud™, our cloud-based, Genesys contact centre solution, can deliver for your business (pre-book if possible).

Top 50 Call Centres for Customer Service (11th October,12:30pm):
'Customer Service “wow” or reduced Customer Effort – Which strategy is right for you?' Paul Weald, Strategy Director, Customer Innovations.

There are now two different schools of thought about what makes customers become loyal to an organisation – either try and “delight” them at every opportunity, or alternatively “do the basics brilliantly”. The Harvard Business Review promotion of the Customer Contact Council’s Customer Effort approach is making us all think again about the cost of providing ‘customer delight’ and whether that is what really matters to consumers.

Using real world customer examples across different forms of contact media, Paul will illustrate what these different strategies mean in terms of how they are delivered through a contact strategy.  You can then decide what is best for your own organisation.

Solutions Theatre (12th October, 1015am):
‘The factors when choosing a cloud-based contact centre’ with Innovations Director, Paul Weald.

Hear real-world examples about the decision factors you'll need to explore when deciding to go the cloud, as opposed to the 'premise' route when adding technology-enabled agents to your contact centre.

Genesys, the world's number one contact centre technology solutions leader :

Visit our solutions partner, Genesys to see Genesys Cloud SaaS close-up.

See you at Olympia! 

Kind regards

Rob Sherwin

PS - please remember to pre-register for Expo to reduce your waiting time in line.