London, 12th June, 2002. Call Centre Expo UK 2002, the UK’s only telebusiness and customer contact event, today reveals the content of its world class conference programme.
Being held on 17th-18th September at the Birmingham NEC, over 90% of this year's conference programme contains case-study led material from organisations including, British Airways, Unilever, Cisco Systems, Prudential and BSkyB. Over 40 industry experts will offer practical and effective real life solutions to call and contact centre issues.
Delegates will benefit from the conference programme whatever their stage of awareness, understanding or implementation of call and contact centres. Aimed at decision makers involved in any aspect of telebusiness and customer contact, the conference will cover the full spectrum of call & contact centre issues and solutions within three distinctive areas:
People & Workplace topics include: recruitment and career structure; employee relationship management and CRM; people and development; retention and absenteeism; creating a change culture; improving performance; training, coaching and mentoring; and environment.
Business Process & Strategy topics include: multi-media contact centres; CRM & e-CRM; securing future investment; change management; from cost to profit centre; workforce management; promoting brand values; and outsourcing.
Call & Contact Centre Technology topics include: CRM & e-CRM; network hosted services (ASPs); speech solutions; self-serve solutions; multi-channel contact centres; virtual call centre solutions; IP, SIP and future technologies; and IVR.
Interactive Executive Masterclasses will also be held across the two days and will cover the following areas:
-Start ups and call centre development
-Recruitment and retention
These half-day workshops will include group discussion and break out sessions. Delegates will leave with a practical working plan that can be immediately implemented within their own organisation.
To book your place at the conference or for further information on the event, please visit www.callcentre-expo.com or call the hotline on +44 (0)870 429 4520.
Notes to Editors:
About Call Centre Expo UK
Call Centre Expo UK 2001 took place from 9-10 October 2001 at the NEC Birmingham. The 2001 event attracted 7,717 attendees (ABC audited) over the two days, which represents a 26% increase compared to the 2000 event. Since its launch in 1999, Call Centre Expo UK has seen phenomenal and continued growth from exhibitors, visitors and conference delegates alike. For more information, please visit
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