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The Business Process & Strategy sessions at the Call Centre Expo 2003 Conference will provide delegates with practical, real life business solutions regarding call & contact centre best practice. Leading industry experts will present tried, tested and effective solutions through a case study led conference programme, sponsored by Nortel Networks.

The Business Process & Strategy conference sessions will feature the following presentations:

Day 1
From Cost to Profit Centre: Getting sales conversion flying.
Understand how Virgin Atlantic significantly increased sales performance in the face of challenging industry conditions.
Presented by John Giddings, Managing Consultant for Blue Sky Consulting and Darren Seymour, Head of Contact Centres for Virgin Atlantic.

Call to Contact Centre: Satisfying the segment of one.
Benefit from Dataforce¡¦s own experiences when moving from call to contact centre ¡V the challenges faced & achievements made.
Presented by Don Haddaway, Managing Director for Artisiam and Ian Rogers, Managing Director for Dataforce Ltd.

Maximising Performance: Performance management paves the way for profitability.
Understand why O2 adopted performance management to overcome their contact centre challenges.
Presented by Rosemary Turley, VP of Marketing for Performix Technologies and Janice Hall Head of SME for O2 UK.

CRM & e-CRM: Delivering excellent customer service in a fast growing company.
Take advantage of Boden¡¦s experiences in achieving customer satisfaction & see how this has profited their organisation.
Presented by Ben Dreyer, Operations Director for Boden.

Day 2
Workforce Management: Measuring the ROI of workforce optimisation - a contact centre case study form Thomas Cook Direct.
Hear how Thomas Cook Direct cut abandoned calls by 50% and saw a ROI increase of 500%+ through workforce management.
Presented by Simon Priestly, Head of Capacity & Yield at Thomas Cook Direct.

Outsourcing: The Truth about contact centre pricing ¡V a comparison of pricing structures for national & international outsourcers.
Listen to industry findings from research revealing vast cost discrepancies between leading outsourcers.
Presented by Penny Bousfield, Client Director ¡V Outsourcing for CM Insight.

Consistency of Brand: Mutual Enlightenment
Learn how Reckitt-Benckiser Plc developed & improved communications, people, products & processes to keep their brands in pole position.
Presented by Chris Harding, Consumer Relations Manager for Reckitt-Benckiser Plc and Steve Jellis, Client Services Director for iSKY Europe.

Change Management: How AXA PPP has transformed performance through successful investments in their sales channels.
See how AXA PPP used a change management strategy to achieve 1,000% ROI over 12 months in the face of a shrinking consumer market.
Presented by Ray Martin, Managing Director for First Place Consulting and Mike O¡¦Brien, Head of Small Corporate Business for AXA PPP Healthcare.

"As customers become more demanding, organisations are constantly required to provide better customer contact," explains Kate Watts, Call Centre Expo¡¦s Conference Manager. "The conference sessions are designed to demonstrate how to implement an effective strategy within delegates own organisations, no matter what their stage of awareness, understanding or implementation of call & contact centres."

Running alongside the Business Process & Strategy conference sessions will be two further tracks, People & Workplace and Call & Contact Centre Technology. The unique modular format of the conference will allow delegates to tailor their daily programme to suit their own requirements.

Four half-day Executive Masterclass sessions will be held in conjunction with the conference to provide an interactive environment in which senior decision-makers can find the solutions to their call and contact centre issues. Each session will include group discussion, break-out sessions and team work.

To book your place at the conference or for further information on the event, please visit or call +44 (0)20 7921 8517.

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
CMPis 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:
CMPi: Toni Cullen, Tel: +44 (0)20 7921 8518, email:

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