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

London, 6 August, 2004. With every household in Britain spending the equivalent of a whole day on the phone to call centres each year(1), is the call centre market doing all it can to reach and exceed customer expectations? Customer contact, a key issue facing the call centre market is one of the main themes featured in the Strategy track at the Call Centre Expo Conference.

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 People and Technology tracks in a modular format enabling delegates to tailor the conference programme to meet their needs. Delegates will benefit from real life case studies, delivered by end-users from a wide range of sectors sharing the best tried and tested solutions.

Sponsored by CM Insight, the Strategy track of the Call Centre Expo 2004 Conference Programme, which will feature authors, leading industry consultants and highly respected thought leaders, includes the following seminar sessions:

· Uncovering a successful private/public sector partnership
- Tim Sunley, Director of Pension Credit Application Line, The Pension Service & Vicky Jenkins, Operations Director, Ventura.

· The state of the industry – human, technological & commercial realities of the UK contact centre industry today
- Steve Morrell, Managing Director, ContactBabel

· The performance management explosion & its impact on the world’s largest Internet business
- Tony Hanway, VP of Member Services, AOL & Rosemary Turley, Vice President, Marketing, Performix Technologies

· Using customer expectations to drive customer service performance improvement
- Nicola Eaton Sawford, Utilities Practice Leader, Blue Sky Consulting & Jane Rawlings, Network Operations, Central Networks (formerly Midlands Electric)

· From CRM strategy to CRM call centre – what it really takes to make it work
- Barry Crooks, CRM Manager, DaimlerChrysler, Retail & Stephen Peattie, Managing Partner, Kinetic

· Making sense of change management: A complete guide to models, tools & techniques of organisational change
- Mike Green & Esther Cameron, Authors of “Making sense of change management: A complete guide to models, tools & techniques of organisational change”

· The strategy of constructing a multi-media contact centre with happy staff & satisfied customers
- Ozge M Tekalp, Manager & Mehmet Akgun, Manager, Finansbank (Award winning Turkish call centre)

· Are we, the management, driving customers away?
- Bruce MacLellan, Director of Operations, Capital One

Ozge M Tekalp, Manager of Finansbank, explains why she’s chosen to present at the Centre Expo Conference: “We believe that information and knowledge is valuable as long as it is shared and it is important to create additional challenge to keep up the increasing trend in improving the performance of our call centre. It is also our vision to create a global information network amongst our sector: contact centres”

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


1) According to the BBC website, please see for further details.

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