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London, 16 March, 2005. Award-winning speakers will share with delegates at The Call Centre Executive Forum, how they transformed the culture and performance of their organisations and how they intend to build upon their achievements in the future. Going From Good to Great – Transforming Your Culture & Performance will be the topic of an Interactive Seminar at The Call Centre Executive Forum when it takes place from 18-21 May 2005 on board MV Aurora.

“Most organisations would agree that people are their greatest asset, but not many turn that thought into action,” explains Mark Abay, Event Director, Call Centre Executive Forum. “In order to develop a thriving culture you need to create an environment where people feel they are listened to, where there is respect and recognition of the individual, provide great training, support them along they way and give people the opportunity to develop.”

Abay continues: “By having motivated staff who take ownership you get real gains in performance, and lower your costs by reducing staff attrition and absenteeism. Our speakers are from organisations that have recognised the importance of their people and have transformed their culture and in turn their performance.”

The Interactive Seminar Session, chaired by Marc Jantzen, Managing Partner of Blue Sky Consulting, will feature speakers from AXA PPP Healthcare and Loop Customer Management Services.

Susan Cooke, Acquisitions Manager at AXA PPP Healthcare will explain how implementing their cultural change programme has led to a staggering 52% increase in performance. They achieved this by transforming their whole approach to recruitment, training and coaching, which has led to a highly motivated, driven culture with a real “can-do” attitude, improving employee satisfaction and helping to decrease staff attrition rates. These improvements in processes have had a positive impact in customer satisfaction, allowing them to retain their existing customers in an increasing competitive market.

Manuel Pardavila, Customer Experience Leader at Loop Customer Management Services will reveal why Loop is a great place to work. They have developed an exceptional work-life balance strategy and are continually improving their culture by treating their employees as individuals and regularly consulting them as part of their business decision making process. The results speak for themselves with high staff retention rates, empowered employees and performance improvement within their teams.

‘Going From Good to Great’ is just one of the interactive seminar sessions to be held at The Call Centre Executive Forum, an exclusive event for call centre decision-makers that takes place on board a luxury cruise ship. Hand-picked delegates from the UK’s leading call centres are invited free of charge to benefit from a high-level conference covering a wide range of issues at a strategic level, pre-arranged 1-2-1 meetings with leading call and contact centre suppliers of their choice and the opportunity to network with their peers.

CMP Information, organiser of Call Centre Expo and publisher of CCF (Call Centre Focus), has combined its industry prowess and knowledge of the call centre market with Richmond Events’ expertise in business-focused forums as well as its comprehensive computerised meeting system. The Call Centre Executive Forum will provide call centre decision-makers with an efficient and effective intimate business forum.

Mark Abay concludes: “We’re delighted that speakers are willing to share the secrets of their success with delegates at the Call Centre Executive Forum and believe this session will provide a valuable insight into the topic of culture.”

To keep the Call Centre Executive Forum exclusive, places are extremely limited. To apply for an invitation as a delegate please call Bradley Hoyland on 020 7921 8511 or email For further information on this event please visit


Notes to Editor:

About Richmond Events
The primary function of our events is to put buyers and sellers together at a senior level and to offer them the opportunity for strategic thinking, to catch up on the latest developments and to network with peers. For most of the industries that we serve, the Richmond event has become the most important gathering of the year.

We originally developed the concept in 1989, when we were part of Emap plc, to address the shortcomings of conventional exhibitions. It is our view that as the world gets busier it becomes increasingly difficult, but no less important, to meet people face to face. We believe that our format is currently the most time efficient style of event in the market place and the very high level of re-bookings that we enjoy, demonstrate the value that our customers derive from participation.

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