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Expo's Case study led programme unveils Sales & Marketing Conference sessions, presented by leading industry experts (9-10 October 2001, NEC, Birmingham)

Call Centre Expo 2001, the UK’s biggest and best telebusiness and customer contact management event (1), has a notable list of speakers presenting at its conference this year. New for 2001, the Sales and Marketing Conference Sessions will use real case study material to demonstrate practical ways of how a call centre can benefit sales and marketing functions.

The sessions will showcase leading industry experts who will present up-to-the-minute, topical issues facing the call and contact centre industry today. Topics like telemarketing, proactive CRM, converting customer service calls into sales opportunities and telemarketing to the mobile generation will be covered. Speakers include:

Geoff Downer, Client Relationship Director of Identex, will present: "Talking the walk - how to implement multi-channel campaign management within a call centre". Downer's presentation will highlight the importance of understanding consumers and their requirements. He comments, "In today's market this is so important, however many companies don't see this as significant or are just not aware of its importance." Downer will also give real life exclusive examples of how Inscape - a division of Abbey National Plc - has implemented the Identex Campaigner and the benefits received from doing so. (Tuesday 9th October, 11:15 - 12:15 and Wednesday 10th October, 14:15 - 15:15)

Amanda Bouch, Clients Services Director of PPP healthcare and Mitch Smith, Telemarketing Manager of PPP healthcare will present: "A dose of the right medicine for sales performance in PPP healthcare". Bouch and Smith will highlight how to carry out wellbeing assessment and diagnose performance systems, how to identify the areas in need of improvement, how to design a regime that will deliver top performers and how to create a level of support and enablement in telesales. (Tuesday 9th October, 10:00 - 11:00 and Wednesday 10th October, 15:30 - 16:30)

Richard Overy, Director of Hoseasons Marketing Systems and Helen Tomes, Customer Service Manager of Readers Digest Association will present: "How an outsource partner can turn a cost centre into a profit centre". Overy and Tomes will show how clients and outsource partners can work together, the conversion of customer service into sales opportunities, and how changing focus can enhance customer service and profitability. (Tuesday 9th October, 14:15 - 15:15 and Wednesday 10th October, 11:15 - 12:15)

Rufus Grigg, Head of Research & Development of Convergent Systems will present: "Proactive CRM - outbound telemarketing for the future". Grigg will talk about how most predictive dialers have a negative impact on telemarketing and how these technologies are based on software developed for the American debt collection agencies. He comments: "They are not therefore concerned with nuisance calls and hang-ups. New legislation and DMA guidelines will mean that P.Os will have to be much 'smarter' in future". (Tuesday 9th October, 15:30 - 16:30 and Wednesday 10th October 10:00 - 11:00)

The conference programme is structured into hour-long sessions. In addition to the Sales & Marketing sessions there will also be three distinct conference tracks: 1) People and Workplace, sponsored by Academee; 2) Business Process and Strategy, sponsored by CustomerAsset; and 3) Call and Contact Centre Technologies, sponsored by Syntellect.

There will also be half-day executive masterclasses lasting 3 hours and aimed at senior decision-makers. These interactive workshop style sessions will incorporate group discussions, debates, break-out sessions and team work. The masterclasses will provide a detailed and practical working plan that can be taken away for immediate use within a delegate's own organisation

With over 80% of the conference programme being case study led, speakers will enlighten delegates by using real-life examples from Thomas Cook, NatWest, British Gas, Orange, DHL, Apple, Reader's Digest, NTL Group, WorldCom, Friends Provident, Equifax, One2One, Nationwide Building Society, NFU Mutual Direct, PPP healthcare, JCB, Abbey National, MM Group and American Express Sharepeople, amongst others…

Last year's programme was a sell out with more that 470 delegates attending. Delegate numbers are limited this year and so early booking is recommended. (Bookings can be made online at or by ringing 0870 429 4520.)

Notes to Editors

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

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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