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29-30 September 2004 • Birmingham NEC, UK

London, 10 August, 2004. The Masterclass sessions taking place at Call Centre Expo 2004 will give delegates the exclusive chance to receive advice from leading industry experts on how best to tackle the contemporary practical issues facing call centre and customer contact professionals. The series of intensive interactive workshops will run alongside Call Centre Expo 2004, Europe’s premier exhibition and conference for call centre and customer contact solutions, when it takes place from 29-30 September 2004 at the Birmingham NEC, UK.

The Call Centre Expo Conference programme will also feature People, Strategy and Technology tracks, in a modular format, enabling delegates to tailor the conference programme to meet their needs. As part of the Call Centre Expo Conference programme, the Masterclasses will be a series of four half-day sessions, tackling the following topics:

Achieve Customer Centricity
09:30 – 12:30, Wednesday, 29 September 2004
· Create a customer centric profile of your business and understand what this profile tells you
· Understand how a customer centricity framework can help you to harmonise customer management
· Identify possible areas for investment and cost reduction
· Benefit from an action plan and roadmap for addressing change
· Gain hands-on experience of the tools that can help you make it all happen
Presented by Paul Scott, Director, Round UK Ltd

21st Century communication & performance management techniques
Wednesday, 29 September 2004
14:00 – 17:00
· Profit from quick, simple & effective techniques to enhance & improve communication skills using NLP
· Benefit from a clear understanding of when & how to use executive coaching with an explanation of how a good coaching structure can reduce staff stress, absenteeism & increase effectiveness & productivity
· Hear effective ways for managers to create personal motivation & communication plans for their staff by understanding individual meta programmes, learning styles & motivational drivers
· Explore creativity enhancement techniques to enable better management of "data overload"
· See how you can equip your front line staff with natural, non-confrontational sales & negotiation techniques
Presented by Marilyn Devonish, Director, Trance Formations Ltd

Offshore: Develop your strategy, agree your contract & secure the customer experience
Thursday, 30 September 2004
09:30 – 12:30
· Industry overview: What is involved in offshore? Where are we now, where are we going & what are the pros and cons?*
· Develop an offshore strategy: Hear how you can develop an offshore strategy for your own organisation - the points to consider, what to avoid & where to start*
· Contracting for success: Practical legal guidelines on offshore outsourcing contracts - shorten negotiation times, mitigate against hidden costs, minimise risk & guard against criminal liability**
· Securing the customer experience: Achieve cost savings while delivering customer interactions that are distinctive, differentiated & brand aligned*
· Q & A: Take advantage of this opportunity to discuss the different approaches to offshore with your peers & industry experts
Presented by Mike Havard, Managing Director, CM Insight* & Jagvinder Kang, Director & Solicitor, Technology Law Alliance**

Reducing & eliminating the key risks during contact centre development
Thursday, 30 September, 2004
14:00 – 17:00
· Establish realistic objectives for the development of the contact centre to underpin the success of your project
· Understand the principles of forward planning & right sizing - what is involved in managing this process - cover all the angles ahead of time
· Take away practical tips on key priorities during planning, implementation & development, for immediate use in any call centre operation regardless of industry
· Pinpoint key support mechanisms that will help you to attract & retain the biggest asset - staff. How hiring the right
· employees can result in greater customer satisfaction
· Benefit from an overview of available technologies & strategies at your fingertips - what works & what doesn't
Presented by Becky Simpson, Managing Consultant, Improvement Solutions, & Certified Associate of the Incoming Calls Management Institute

“The Call Centre Expo 2004 Masterclass Sessions will provide delegates with an in-depth, practical understanding of issues relating to these four areas,” explained Mark Abay, Event Director for Call Centre Expo 2004. “The experts running the Masterclasses will be able to pass on tried and tested solutions to the practical problems facing call centre and customer contact professionals today.”

For more information about Call Centre Expo 2004 and to register for free entry to the event, please visit or call the visitor hotline on +44 (0)870 429 4520.


Notes to Editor:

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