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Europe’s premier exhibition and conference for call centre and customer contact solutions

London, 13 July 2004. An overwhelming 70% of call centre professionals believe that the number of agents in their call centres will increase over the next 12 months(1). With such an extensive growth expected in the industry, how organisations recruit, train, motivate and retain staff has never had greater significance. Delegates of the Call Centre Expo Conference will benefit from the world-class presentations of the People conference track, enabling them to develop the most effective ways to manage people issues and maximise performance.

Running alongside the Call Centre Expo 2004 exhibition on 29-30 September 2004 at the Birmingham NEC, the Call Centre Expo Conference will also feature both Strategy and Technology tracks in a modular format enabling delegates to tailor their conference programme to meet their specific needs. Conference delegates will hear from end-users, respected authors, research bodies and leading industry consultants on the best ways to tackle contemporary practical issues facing call centre and customer contact professionals.

The People track of the Call Centre Expo 2004 Conference Programme includes the following seminar sessions:

· Achieving the impossible - how to keep everyone happy!
- Howard Dove, Head of Operations & Peter Mooney, Call Centre Operations Manager, Holiday Extras Ltd.

· “Insourcing” - the third way
- Liz Rochester, Partner, Blue Sky Consulting & Tom Lyttle, Resource & Planning Manager, Prudential

· Driving contact centre performance through positive cultural change. Power to the people at ESB!
- Denis Cambridge, Manager, National Customer Contact Centre, Electricity Supply Board (ESB)

· The power of the internal brand
- Karen Gusterson, Group Operations Director, MM Group & Andy Benzie, Account Manager, Sainsbury’s

· Tailored learning for customer service excellence
- Janet Gordon, Head of Change, EA Ltd & Paul Manyweathers, Managing Director, ASC Telecom

· Improving the customer experience
- Jamie Lywood, Group Managing Director, Harding & Yorke Group Plc & Nicky Butler, Senior MIS Analyst, Manager, Vodafone.

· Coaching to win
- Cilla McKay, Managing Director, Connections (Oxford) Ltd & Sean White, Training Development Manager, Hertz

· How to reduce contact centre attrition by 50% & have plans in place to do even better
- Lisa Wallace, Head of Resourcing, egg Plc & Gary Smith, Head of European Business Development, SHL

Jamie Lywood, Group Managing Director of Harding & Yorke Group Plc, explains why he has decided to speak at the Call Centre Expo 2004 Conference. “This is a great opportunity to share with people the work that we have been doing with Vodafone and demonstrate some of the successes and failures of a major programme dealing with what has become everybody’s Hot Topic - differentiation through the customer experience.”

Single conference sessions start from just £129 (ex VAT), with discounts available for multiple sessions. For further information on the conference programme of Call Centre Expo 2004, please visit <>.

Notes to Editor:

1. According to the results of a survey of call centre professionals, conducted by CMP Information, organisers of Call Centre Expo 2004.

About Call Centre Expo:
Since its launch in 1999, Call Centre Expo has achieved extensive growth in both visitor and exhibitor figures. The show doubled in size between 1999 and 2000, and then again between 2000 and 2001. Call Centre Expo 2003 attracted over 200 exhibitors and 7,082 attendees (ABC Audited). Call Centre Expo 2004 will take place on 29-30 September 2004 at the NEC, Birmingham, UK.

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 business media solutions to a number of industry sectors. Its products including magazines, exhibitions, conferences, awards, directories and websites are targeted at business professionals across a range of markets; these include Building & Property, Healthcare, Entertainment, Travel, Agriculture, IT & Games and Print.

Amongst its well-established brands are industry leading publications including Guitar Player, Building, Pulse, Travel Trade Gazette, Building Design, Property Week, Music Week, and Chemist & Druggist. CMPi also has a number of leading directories, compendiums and information services such as the Building Product Compendium, Benns Media, The Knowledge and the Professional Series. It also has a number of exhibitions recognised as the pre-eminent events in their respective market sectors. These include CPhI, FIE, The Interiors Event, ACPO, International Fire Expo and IFSEC.

CMPi’s magazines reach over 1.3 million readers directly through subscription, newsstand and controlled circulation, while over 250,000 business professionals and marketers visit its exhibitions each year. CMPi has approximately 1,000 employees and in 2003, CMPi’s revenues totalled £135m and its profits were £25.3m, providing around 25% of UBM’s group operating profits.

For further information, please contact:
Sarah Tanner
PR Executive
CMP Information

t: +44 (0) 20 7921 8522|m: 07730 679912|f: +44 (0) 20 7921 8549
CMP Information Ltd|Ludgate House|245 Blackfriars Road|London|SE1 9UY||

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