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CALL CENTRE & CUSTOMER MANAGEMENT EXPO PREVIEW1111-12 October 2011National Hall, London OlympiaDAY 1 TUESDAY 11TH OCTOBER 2011WC01WC03WC02WC0409:30 - 10:3014:00 - 15:0011:45 - 12:4515:15 - 16:15Measuring The ROI Of TrainingCreating A BalancedAnd Sustainable CultureBuilding A Multi-AwardWinning Contact CentreImproving Customer Focus In A Climate Of Reduced FundingWorkplace Culture . H ear how the latest innovations in LMS and e-learning can provide a cutting edge in customer service and knowledge management. How you can utilise e-learning to meet the challenges of ever increasing demands from customers in a fast paced market. Identify the pitfalls and "watch-outs" and how to avoid them. Gain insight into how the project was scoped, developed and implemented. Discover the benefi ts this can bring to an organisation, its customers and employees. Find out about Barclays' three-year journey to create a truly balanced culture across business, staff and customer . Hear how to ensure customers have supportive and solutionfocused conversations. See how a cultural shift can improve levels of trust. Investigate how people, process and technology can be used to boost effi ciency. Discover the impact of shifting management focus from tasks to people . Learn how our simple model of 'engaged teams = delighted customers = healthy profi ts' has transformed customer service and people engagement . How we have seen a 41% increase in employees wanting to work atBritish Gas Cardiff and the impact on our customers' experiences. Discover how using external best practice can push the boundaries of the art of the possible. Identify ways to engage your workforce by giving them a voice . Gain insight into how to set and reach 'impossible' goals. Find out what infrastructure is needed to embed the ethos of an empathetic service style into the organisation. Discover the key skills to support the implementation of this rebalancing of service style. Uncover the component elements of an effective customer service strategy. Examine the role of self-leadership in the delivery of improved service. Gain insights from Heddlu Dyfed Powys Police into delivering customer management beyond the contact centre to front-line operational staffRichard PriddleL&D Manager, The Carphone Warehouse UK (Part of Best Buy Europe)Raymond PettittTelephony Director,Barclays Bank, (Direct Channels) Lynda CampbellGeneral Manager, British GasGwyn Thomas Chief Superintendent, Heddlu Dyfed Powys PoliceJo ThomsonManaging Director,Procter Glenn BraceyDirector of Training,Future Vision TrainingWorkforce optimisation through e-learning How to make customer-focused cultural changes that build satisfaction and engagementSustaining a culture of customer service excellenceand people engagementDeveloping a strategy to improve trust, con fidence and reassurance Book Call Centre Focus Conference sessions online at