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'Using Best Practice to Deliver Customer Service Excellence'

The Call Centre Association (CCA), as the professional body for contact centres, will host a discussion session & workshops on its Standard Framework for Best Practice at Call Centre Expo 2003. The theme throughout will be 'Using Best Practice to Deliver Customer Service Excellence' Call Centre Expo 2003 will take place from 16-17 September 2003 at the Birmingham NEC, UK.

Visitors will hear from CCA Accredited Members, including Lloyds TSB and West Bromwich Building Society, discuss their experiences of using the Standard Framework and how it has facilitated best practice and customer service excellence within their centre. All CCA Members and non-members who visit the event are invited to this free open forum discussion.

Anne Marie Forsyth, CCA Chief Executive, said: "The UK has led the way in the establishment of the call and contact centre industry and as we enter a new level of maturity, the USP of the UK market is its continuing move towards providing excellence in customer service through a highly professional and motivated skillsforce. CCA's unique session at Call Centre Expo 2003 will examine in detail how leading organisations are using best practice to deliver the ever-changing needs of today's customers."

Visitors will also have the opportunity to learn more about the CCA and how it can assist organisations wishing to move towards professionalisation and improve their own performance.

Notes to Editors.
To secure your place at the session, please contact the CCA by e-mailing, as seating is limited.
To register to attend the event, visit the Call Centre Expo 2003 website

About Call Centre Expo
Call Centre Expo 2002 took place from 17-18 September 2002 at the NEC Birmingham. The 2002 event saw an increase in attendees, with 7,911 (subject to ABC audit), 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
CMP Information is the UK headquartered professional media division of United Business Media plc. Operating in the UK, US, Asia and Europe, CMPi delivers integrated media solutions to specialist B2B vertical market sectors. Its products including magazines, exhibitions, conferences, awards, directories and websites are targeted at business professionals across a focused range of markets; these include Healthcare, Property, Entertainment, Travel, Agriculture, IT & Games and Print.

Amongst its well-established brands are industry leading publications including Pulse, Travel Trade Gazette, Building Design, Property Week, Building, Music Week, and Chemist & Druggist. It also has a number of exhibitions recognised as the pre-eminent events in their respective market sectors. These include CPhI, FIE, The Furniture Show, ATC, Confex and IFSEC.

CMPi has recently completed a number of acquisitions to strengthen its media portfolio for the built environment, these included acquiring the remaining 50% of Property Media, the publisher of Property Week in April; the acquisition of the interior Design Handbook in May; and the purchase of the Builder Group and Barbour Index in July, the best-known names in publishing and information services for the building, architects and facilities management sectors. These acquisitions totalled over £83m and have propelled CMPi to the leading media company in the built environment sector.

In the first half of 2003, CMP's revenues totalled £58.7m.

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

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