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London: Details of the 5th annual Call Centre Expo Conference, sponsored by Nortel Networks and to be held alongside Call Centre Expo 2003, have been revealed. Interactive half-day executive Masterclasses, case-study led conference sessions and free-to-all daily keynote sessions will be presented by senior industry experts and will focus on the key areas of People & Workplace; Business Process & Strategy; and Call & Contact Centre Technology.

Being held 16-17 September 2003 at the Birmingham NEC, UK, this year's conference programme will be presented by high-profile experts from organisations including:

- Abbey National,
- Virgin Atlantic,
- Sony Computer Entertainment Europe,
- Manpower,
- Boden,
- Thomas Cook,
- CM Insight,
- O2 ,
- Lloyds TSB
- T-Mobile,
- iSKY Europe,
- Reckitt-Beckinser,
- AXA PPP Healthcare,
- ContactBabel,
- Improvement Solutions,
- Garlands Call Centres,
- Hewson Consulting,
- META Group and
- Datamonitor, to name a few.

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 contact centres, customer service, telemarketing and outsourcing, the conference will cover the full spectrum of call & contact centre issues and solutions within three distinctive areas:

People & Workplace topics include: retention and absenteeism, training & e-learning, career structure & development, recruitment, environment, change culture, performance measurement, and coaching & motivation.

Business Process & Strategy topics include: cost to profit centre, call to contact centre, maximising performance, CRM & e-CRM, workforce management, outsourcing, brand consistency, and change management.

Call & Contact Centre Technology topics include: self-service solutions, IP, VoIP, IP-ACD, speech solutions, virtual call centre, IVR, future technologies, CRM & e-CRM, and multi-channel & CTI.

The interactive half-day executive Masterclasses will include group discussion and break out sessions regarding ‘On & offshore outsourcing’, ‘Contact centre start-ups’, ‘People strategies’ and ‘Cost to profit centre’. Delegates will leave with a practical working plan that can be immediately implemented within their own organisation.

Kate Watts, Conference Manager explained, “Increasingly, excellence in customer service & customer contact is being demanded by clients. To provide this, organisations need to first understand the issues within the areas of People & Workplace; Business Process & Strategy; and Call & Contact Centre Technology and secondly, understand how to implement relevant solutions within each of these areas for the smooth & profitable running of their call/contact centre.”

Watts concluded, “Through the case-study led conference, delegates will gain an invaluable insight into each of these areas. The unique modular format of the conference will allow delegates to tailor their daily programme to attend sessions from across each area to suit their own requirements."

To book your place at the conference or for further information regarding Call Centre Expo 2003, please visit or call the hotline on +44 (0)20 7921 8557.

Notes to Editor:
CMP reserve the right to cancel, defer or modify the conference programme at any time without prior notice

About Call Centre Expo

Call Centre Expo 2003 will take place 16-17 September 2003 at the Birmingham NEC, Birmingham, UK. Call Centre Expo 2002 saw an increase in attendees, with 7,774 (ABC Audited) compared to 7,717 attendees for 2001 (ABC Audited). Since its launch in 1999, Call Centre Expo has seen phenomenal and continued growth from exhibitors, visitors and conference delegates alike.

About CMP Information - IT & Games Division

CMPi’s IT & Games division has more than 20 years of experience in producing industry leading, business-to-business events and publications for the high-tech markets. It remains at the forefront of the industry by continuously developing existing events and adding new products to its division. CMPi’s current successful products include CCF (Call Centre Focus) magazine; Networks for Business, GeoSolutions, GeoNorth, Technology For Marketing incorporating Technology For Customer Service and Technology For Sales, Call Centre Expo, Call Center Expo Europe, ECTS, GDCE and SCoRE events; The Call Centre DataFile, Call Centre Management Yearbook, CMP Intelligent Marketing, CMP Interactive events and the Call Center Media Portal.

Press Contact: Toni Cullen, Tel: +44 (0)20 7921 8518, email:

This press release was distributed by ResponseSource Press Release Wire on behalf of CMP Information Ltd in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit