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Call Centre Expo's free daily keynote sessions spark discussion on burning industry issues (9 - 10 October 2001, Conference Gallery, NEC, Birmingham).

London, 14 August 2001 - Call Centre Expo 2001, the UK’s biggest and best telebusiness and customer contact management event (1), will hold free daily industry keynotes sessions. The roundtables will take place between senior representatives from leading vendors, trade associations and industry analysts in the Call Centre field.

The sessions will be chaired by Emma Howard, TV news presenter and journalist (2), and will take place on each day of the event, 9-10 October, from 12:30 - 13:30 (Conference Gallery, NEC). Keeping in line with the three themes of Call Centre Expo, People & Workplace, Business Process & Strategy and Contact & Call Centre Technologies; discussions will explore the future of the Call Centre industry, the direction it's taking and what's influencing its route.

Panelists from leading trade associations, vendors and analysts like: The Call Centre Association, The Call Centre Management Association, The Federation of European Direct Marketing, The Institute of Customer Service, Cisco Systems, Callscan, Syntellect, Blue Pumpkin, Mitial and Datamonitor will be looking at the growth and development of the Call Centre industry and the direction it is likely to take in the future. Audience members will be able to pose questions or put topics forward for discussion ahead of time via the Call Centre website (

The Keynote Panelists include:

Tuesday 9 October

Paul Smith,
UK Business Development Director,
Cisco Systems UK

Roger Huffadine,
Technical Director and Founder,

Ewan Gowrie,
CCA (Call Centre Association)

Paul Cooper,
Business Development Director,
ICS (Institute of Customer Service)

Mike Allen,
Managing Director,
Mitial Research

Wednesday 9 October

John Cuppello,
Managing Director,
Syntellect Ltd

Julian Harper,
Vice President EMEA,
Blue Pumpkin

Anne-Marie Stagg,
CCMA (Call Centre Management Association)

Robert Scott Moncrieff,
FEDMA (Federation of European Direct Marketing)

Kathleen Klasnic,
Lead Analyst and CRM Programmer,

More specifically, these sessions are likely to cover topics such as: outsourcing contact centre business and moving into foreign environments; self-regulation of the industry and how legal and workforce requirements play a role in governing call centres; contact centre technology for the 21st century and; increasing focus on human factors like recruiting, hiring, training and quality monitoring in contact centres today.

"Call Centre Expo will continue to focus on current and future concerns affecting the industry," comments Kate Watts, Conference & Projects Manager for Call Centre Expo 2001. "With this in mind, we specifically selected the keynote panel for their knowledge and expertise on some of the hottest issues facing the call & contact centre industry today." She continues, "This comprehensive line-up promises an exciting gathering and vigorous debate that will thrash-out the good, the bad and the ugly of the call centre industry."

For more information about Call Centre Expo 2001 or to register for free entry into the event, please visit or ring 0870 429 4520.

Notes to Editors

(1) Call Centre Expo 2000 was held at the NEC Birmingham 19th –20th September. 6,088 people attended the show (ABC audited) with 157 exhibitors.

(2) Emma Howard, BBC Presenter: Emma is a renowned BBC news presenter and reporter. In February 2000, Emma joined the main BBC Newsroom as a news correspondent. Prior to this post she was one of Breakfast News' most experienced presenters, and the programme's main "live event" reporter. Emma is also a presenter on the BBC's digital news channel News 24 and BBC World - conducting live interviews with a wide range of people from cabinet ministers and big name celebrities to "real" people, presenting news stories as they break.

About CMP Europe Ltd

CMP Europe Ltd. has more than 20 years of experience in producing industry leading, business-to-business events and publications that reflect the rapidly changing and diverse market of IT. The Company remains at the forefront of the industry by continuously developing existing events and adding new products to its portfolio. CMP’s current successful events and publications in the UK include Com Europe and Call Centre Focus magazines and Networks Telecom Europe, GIS, Call Centre Expo and Technology For Marketing events.

CMP Europe Ltd is a leading provider of business to business marketing services and information to the hi-tech markets of IT, electronics and games. The expanding range of events, publications and on-line services benefit from CMP’s strong industry focus and, as part of CMP Media Inc, a unique global and regional reach. CMP Europe was formerly the IT, electronics and games interests of Miller Freeman UK. Further information about CMP Europe can be found at . CMP Media Inc. ( is part of United Business Media, formally United News & Media plc. Further information can be found at


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Colleen Just, PR Executive, Tel: 020 8987 7745,
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