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Business Process & Strategy issues discussed at
Call Centre Expo UK 2001 Conference


London, 1 October 2001 - The 'Business Process & Strategy' conference sessions at Call Centre Expo UK 2001 will showcase presentations by leading industry experts discussing the latest business-issues facing the call and contact centre industry today. Call Centre Expo UK 2001 will take place from 9-10 October, NEC, Birmingham.


The 'Business Process & Strategy' conference sessions, sponsored by Customer Asset, are aimed specifically at those interested in establishing strategic business processes within call centres and will encompass topics such as CRM, offshore outsourcing, improving performance and workforce management. The speaker panel includes:

- Christine Chapman, Consultancy Services Manager of Blue Pumpkin and John Johnson, Forecasting & Planning Manager of Apple will present: "Using workforce management to control 100,000 calls, 11 multi-lingual desks and 350 agents at Apple's European technical support centre. Both will highlight how a major wolrdwide company manages 11 different languages, 33 rosters and 200 queues in a multiple media contact centre and will focus on Call Centre Manager, Agent and User perspectives.

- Mike Havard, Group Managing Director of Outsourcing Insight Ltd presents: "Call Centre Outsourcing - the climate drivers and routes for success". Havard will cover the latest views and insight on the flattening of the growth curve in outsourcing and contact centre growth. He will also look at evidence on the significant failure rate of outsourcing deals and present collected wisdom on why this is so.

- Matthew Vallance, Managing Director of CustomerAsset will present: "Offshore Outsourcing in Practise". Vallance will put forward statistics about the growth of CRM, the growth of the industry and number of centres in other countries, specifically India. He will explore why the enormous growth is taking place and what sparked the change. Vallance will highlight why big UK corporates are looking to outsource their CRM function overseas and what the benefits of these locations are. He will also look at how agents cope with the language and accent barriers of working for customers based in the UK and what training they need to undergo to be prepared.

- Rolf Gerritsen, Chief Executive of PMI Management Consultancy Ltd presents: "Improving performance - a call centre case study". Gerritsen will examine the use of intranet/enabling technology to increase sales rate at no extra cost to the organisation. He will look at how 500 page scripts can be eliminated and how conceptual selling can increase conversion rates.


In addition to the 'People & Workplace' sessions, there will also be Call & Contact Centre Technology, Business Process & Strategy and Sales & Marketing sessions - each session lasting one hour.


Kate Watts, Conference and Projects Manager for Call Centre Expo 2001 enthused: "With these high calibre speakers, the Conference will present the perfect platform for those concerned with call & contact centres to learn about some of the hottest issues facing the industry. The speakers' comprehensive knowledge and expertise promises an exciting and thought-provoking programme that will help educate delegates and bring them up to speed with what is happening in this fast moving industry".


Another part of the educational forum are the half-day Executive Masterclasses, aimed at senior call & contact centre decision-makers. These will incorporate group discussions, debates, break-out sessions and team work. Sessions will aim to give 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, 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 http://www.callcentre-expo.com or by ringing 0870 429 4520.)

Call Centre Expo 2000 won the gold awards for at the prestigious Marketing Event Awards (28th September 2001) for categories: "Best Exhibition Marketing Campaign" and "Best Business Exhibition".



Notes to Editors


About Call Centre Expo UK

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

As a member of the press, you may attend any session of the Call Centre Expo UK 2001 Conference for FREE. Just register your details in the press registration section on the Call Centre Expo UK 2001 website, and email me (tcullen@cmp-europe.com) with the conference sessions you would like to attend. A full conference brochure can be viewed and/or downloaded from http://www.callcentre-expo.com


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 products include Call Centre Focus magazine; Networks Telecom Europe, GIS, Call Centre Expo UK and Technology For Marketing events, and PR Audit.

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 LLC, a unique global and regional reach. Further information about CMP Europe can be found at http://www.cmpeurope.com.

CMP Media LLC (http://www.cmp.com) is part of United Business Media. Further information can be found at http://www.unitedbusinessmedia.com


Press Contacts


CMP Europe Limited:

Toni Cullen, Senior PR Manager, Tel: 020 8987 7617, tcullen@cmp-europe.com

Colleen Just, PR Executive, Tel: 020 8987 7745, cjust@cmp-europe.com

Jason Lee, PR Executive, Tel: 020 8987 7635, jslee@cmp-europe.com


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