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29-30 September, 2004 · Birmingham NEC

London, 14 September 2004. Call Centre Expo 2004, Europe’s premier exhibition and conference for call centre and customer contact solutions has revealed the content of its world-class conference programme. Being held on 29-30 September at the Birmingham NEC, over 90% of this year's conference programme contains case-study led material from organisations including, Vodafone, Capital One, Finansbank, egg, British Gas, Knowsley Council and Sainsbury’s. Over 40 industry experts will offer practical and effective real life solutions to call and contact centre issues.

Running alongside the Call Centre Expo 2004 exhibition on 29-30 September 2004 at the Birmingham NEC, the Call Centre Expo Conference feature People, 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.

People topics include: development; learning; culture; employee & the brand; training; customer experience; coaching and recruitment & retention.

Strategy topics include: outsourcing; industry overview; performance management; customer service; CRM/e-CRM; change management; cost to profit and workforce management.

Technology topics include: self-service; multi-channel & CTI; speech; workforce optimisation; IP & VoIP; convergence, cutting edge technologies and customer service.

Masterclass Sessions will also be held across the two days and will cover the following areas:
The CRM transformation journey
21st Century communication & performance management techniques
Offshore: Develop your strategy, agree your contract & secure the customer experience
Reducing & eliminating the key risks during contact centre development

These half-day masterclass sessions will give delegates the opportunity to take advantage of in-depth learning with market experts on key topics for this industry. Each session will last 3 hours and will provide an interactive environment for delegates to benefit from group discussion, break out sessions and teamwork.

To book your place at the conference or for further information on the event, please visit or call the 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