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24CALL CENTRE & CUSTOMER MANAGEMENT EXPO PREVIEWWe all know that January is the mostdepressing month of the year, butrecent research has proven that thethird Monday of January (which this year falls onthe 17th) is also the most popular sick day of theyear, causing staffing headaches in call centresup and down the UK.Finding effective and innovative rewards isdifficult any time of year but once the tinsel ispacked away and the Christmas festivities are adistant memory the January dip kicks in and itcan prove to be especially challenging,especially with the whole country in the grip ofthe winter blues!We've taken a look at one exciting strategysome businesses have been using in the lastfew months to measurably boost morale,increase employee performance and also slashabsenteeism.It's called "Call Centre Massage", it's beendeveloped by Therapy Solutions(www.therapysolutions.co.uk) and has beenlikened to a power massage. What's more, it'sproven to keep stress levels down and leavestaff feeling re-energised and happy.If you're thinking quiet rooms with dolphinmusic, think again!! The treatments are simpleand fit in perfectly with the busy call centreenvironment. Each employee is given a short 15minute treatment at their desk, over theirclothing and without any oils to re energisethem. The therapist can pick up on any problemareas, tightness or knots, identify the muscleaction that maybe causing them and so reduceany impact from the workstation. The release of the latest Harry Potter film isalways the busiest and most stressful time of theyear for staff at the Odeon contact centre inStoke on Trent. This year on the launch weekendof The Deathly Hallows Part 1 manager Sue Dyedecided to wave her own magic wand to cast aspell to keep the calls flying and discovered thatmassage is just the trick!"On the launchweekend of a HarryPotter film we areinundated with calland the centre getsvery busy, this timewith the help ofTherapy Solutions it allwent off without ahitch. The massagetreatments reducedeveryone's stress andboosted morale levels. It certainly didn't feel likea Harry Potter weekend!" They also supply stress test cards whichemployees use to monitor their individual stresslevels throughout the year.Therapy Solutions have been providing theirexclusive call centre massage service for over10 years and Donna Phillips Head of Rewardsand Incentives told us "people are a company'smost valuable asset their motivation wellbeingand performance are vital to its success and areat the core of our philosophy. We prideourselves on the quality of our service and this isreflected in our client's achievements"At the award winning British Gas contactcentre in Cardiff they know a thing or two abouttaking care of their staff Stuart KendallRecruitment Team Manager told us"At British Gas, the health and wellbeing of ourpeople is a priority. The British Gas team in Cardiffis leading the way, and has won the award forEuropean Call Centre of the Year two yearsrunning. In addition, we have recently received ourhighest ever recorded employee satisfactionscores. Our people receive regular visits fromTherapy Solutions, providing massages andsupport which has received very positive feedback.It helps our people feel relaxed and valued,knowing the company cares about their health andwellbeing, and is a great way of rewarding staff."Perceived as a luxury and indulgent treat bythe employees, for the company this is anextremely cost effective reward with an excellentreturn on investment. All their treatment days are underwritten by theirguarantee. "If we don't reduce stress, boostenergy levels and increase morale.don't pay us!"To help start off your happier and healthierNew Year Therapy Solutions have 25 'Beat theJanuary Blues' days to give away at half price.The day includes up to 24 treatments a FREEwellbeing survey and FREE stress test cards allfor only £145?For more information or to receive samplesurveys contact rewards@therapysolutions.co.ukor call +44 (0) 7977 541 733Call Centre Europe Issue No. 89Advertising feature13the secretand maximising staffperformance in yourcall centreThe 7 secrets of why massage incentives work1Measurable ResultsThe wellbeing survey report details all of the results achieved.2Return on InvestmentThe service benefits outweigh the initial investment made.3Reduced Sickness AbsenceImproved wellbeing, lower stress, muscular skeletal problems and headaches. 4Increased performanceHigher energy and concentration levels means staff work more effectively.5Boosts moraleStaff feel valued knowing the company cares about their health and happiness.6Reduced attritionIt's also a great recruitment incentive.7Increased salesDrive sales with 'best team this week get the massage!'Making staff feel valued will beat the winter blues, promote wellbeing andenhance performanceEmployees are surveyed as part of theservice, they are monitored on a numberof key reward and wellbeing indicatorsand a comprehensive report is providedgiving measurable results on levels of:?Stress?Morale?Energy?Headaches ?Concentration?Muscular Skeletal Problems (backpain, RSI etc)Call centre massages at desk approach reduces stress, boosts morale andis the ultimate attitude adjusterTHERAPY SOLUTIONS ADVERTORIAL PAGE_CallCentre template 19/12/2010 13:21 Page 13of minimising Advertorial FeatureWe all know that Autumn and Winter can be some of the most depressing seasons of the year causing staffi ng headaches in call centres up and down the country.Finding effective and innovative rewards is diffi cult at any time of year but once the summer holidays become a distant memory and the nights start drawing in it can prove especially challenging.We've taken a look at one exciting strategy some businesses have been using in the last few months to measurably boost morale, increase employee performance and also slash absenteeism...It's called "Call Centre Massage", it's been developed by Therapy Solutions (www.therapysolutions.co.uk) and has been likened to a power massage. What's more, it's proven to keep stress levels down and leave staff feeling re-energised and happy.If you're thinking quiet rooms with dolphin music, think again!! The treatments are simple and fi t in perfectly with the busy call centre environment. Each employee is given a short 15 minute treatment at their desk, over their clothing and without any oils to re energise them. The therapist can pick up on any problem areas, tightness or knots, identify the muscle action that maybe causing them and so reduce any impact from the workstation. They also supply stress test cards which employees use to monitor their individual stress levels throughout the year.Therapy Solutions have been providing their exclusive call centre massage service for over 11 years and Donna Phillips Head of Rewards and Incentives told us "people are a company's most valuable asset their motivation wellbeing and performance are vital to its success and are at the core of our philosophy. We pride ourselves on the quality of our service and this is refl ected in our clients achievements"British Gas's Premier Energy team know a thing or two about taking care of their staff, Stuart Kendall recruitment Team manager told us"At British Gas, the health and wellbeing of our people is a priority. The British Gas team in Cardiff is leading the way, and has won the award for European Call Centre of the Year two years running. In addition, we have recently received our highest ever recorded employee satisfaction scores. Our people receive regular visits from Therapy Solutions, providing massages and support which has received very positive feedback. It helps our people feel relaxed and valued, knowing the company cares about their health and wellbeing, and is a great way of rewarding staff."Perceived as a luxury and indulgent treat by the employees, for the company this is an extremely cost effective reward with an excellent return on investment."All their treatment days are underwritten by their guarantee. "If we don't reduce stress, boost energy levels and increase morale.don't pay us!"Being an employer of choice is about being amazing when it counts. To attract and retain remarkable people you have to offer remarkable things. Our exclusive Call Centre Massage© has been designed to energise and invigorate employees while counteracting the effects of workstation strain. It improves performance and reduces sickness absence and is a reward that comes with employee engagement, motivation and wellbeing built in as standard along with a measurable ROI.Why not try it for yourself? Therapy Solutions have 10 FREE wellbeing surveys worth £325 each to give away call 08454 68 10 68 or email rewards@therapysolutions.co.uk (quote event guide offer)Discover the secret of minimising sickness absence and maximising staff performance in your contact centreWe all know that January is the mostdepressing month of the year, butrecent research has proven that thethird Monday of January (which this year falls onthe 17th) is also the most popular sick day of theyear, causing staffing headaches in call centresup and down the UK.Finding effective and innovative rewards isdifficult any time of year but once the tinsel ispacked away and the Christmas festivities are adistant memory the January dip kicks in and itcan prove to be especially challenging,especially with the whole country in the grip ofthe winter blues!We've taken a look at one exciting strategysome businesses have been using in the lastfew months to measurably boost morale,increase employee performance and also slashabsenteeism.It's called "Call Centre Massage", it's beendeveloped by Therapy Solutions(www.therapysolutions.co.uk) and has beenlikened to a power massage. What's more, it'sproven to keep stress levels down and leavestaff feeling re-energised and happy.If you're thinking quiet rooms with dolphinmusic, think again!! The treatments are simpleand fit in perfectly with the busy call centreenvironment. Each employee is given a short 15minute treatment at their desk, over theirclothing and without any oils to re energisethem. The therapist can pick up on any problemareas, tightness or knots, identify the muscleaction that maybe causing them and so reduceany impact from the workstation. The release of the latest Harry Potter film isalways the busiest and most stressful time of theyear for staff at the Odeon contact centre inStoke on Trent. This year on the launch weekendof The Deathly Hallows Part 1 manager Sue Dyedecided to wave her own magic wand to cast aspell to keep the calls flying and discovered thatmassage is just the trick!"On the launchweekend of a HarryPotter film we areinundated with calland the centre getsvery busy, this timewith the help ofTherapy Solutions it allwent off without ahitch. The massagetreatments reducedeveryone's stress andboosted morale levels. It certainly didn't feel likea Harry Potter weekend!" They also supply stress test cards whichemployees use to monitor their individual stresslevels throughout the year.Therapy Solutions have been providing theirexclusive call centre massage service for over10 years and Donna Phillips Head of Rewardsand Incentives told us "people are a company'smost valuable asset their motivation wellbeingand performance are vital to its success and areat the core of our philosophy. We prideourselves on the quality of our service and this isreflected in our client's achievements"At the award winning British Gas contactcentre in Cardiff they know a thing or two abouttaking care of their staff Stuart KendallRecruitment Team Manager told us"At British Gas, the health and wellbeing of ourpeople is a priority. The British Gas team in Cardiffis leading the way, and has won the award forEuropean Call Centre of the Year two yearsrunning. In addition, we have recently received ourhighest ever recorded employee satisfactionscores. Our people receive regular visits fromTherapy Solutions, providing massages andsupport which has received very positive feedback.It helps our people feel relaxed and valued,knowing the company cares about their health andwellbeing, and is a great way of rewarding staff."Perceived as a luxury and indulgent treat bythe employees, for the company this is anextremely cost effective reward with an excellentreturn on investment. All their treatment days are underwritten by theirguarantee. "If we don't reduce stress, boostenergy levels and increase morale.don't pay us!"To help start off your happier and healthierNew Year Therapy Solutions have 25 'Beat theJanuary Blues' days to give away at half price.The day includes up to 24 treatments a FREEwellbeing survey and FREE stress test cards allfor only £145?For more information or to receive samplesurveys contact rewards@therapysolutions.co.ukor call +44 (0) 7977 541 733Call Centre Europe Issue No. 89Advertising feature13Discover the secretand maximising staffperformance in yourcall centreThe 7 secrets of why massage incentives work1Measurable ResultsThe wellbeing survey report details all of the results achieved.2Return on InvestmentThe service benefits outweigh the initial investment made.3Reduced Sickness AbsenceImproved wellbeing, lower stress, muscular skeletal problems and headaches. 4Increased performanceHigher energy and concentration levels means staff work more effectively.5Boosts moraleStaff feel valued knowing the company cares about their health and happiness.6Reduced attritionIt's also a great recruitment incentive.7Increased salesDrive sales with 'best team this week get the massage!'Making staff feel valued will beat the winter blues, promote wellbeing andenhance performanceEmployees are surveyed as part of theservice, they are monitored on a numberof key reward and wellbeing indicatorsand a comprehensive report is providedgiving measurable results on levels of:?Stress?Morale?Energy?Headaches ?Concentration?Muscular Skeletal Problems (backpain, RSI etc)Call centre massages at desk approach reduces stress, boosts morale andis the ultimate attitude adjusterTHERAPY SOLUTIONS ADVERTORIAL PAGE_CallCentre template 19/12/2010 13:21 Page 13of minimising sickness The 7 secrets of why massage incentives work1 Measurable Results The wellbeing survey report details all of the results achieved 2 Return on Investment The service benefi ts outweigh the initial investment made3 Reduced Sickness Absence improved wellbeing, lower stress, muscular skeletal problems and headaches and it is a great cure for Mondayitis! 4 Increased performance higher energy and concentration levels means staff work more effectively5 Boosts morale staff feel valued knowing the company cares about their health and happiness6 Reduced attrition It's also a great recruitment incentive7 Increased sales Many companies use it to drive sales, best team this week get the massage!Employees are also surveyed as part of the service, they are monitoring on a number of key reward and wellbeing indicators and a comprehensive report is provided giving measurable results on:. Stress Levels. Morale Levels. Energy levels. Muscular Skeletal Problems (back pain, RSI etc). Headaches . Concentration levels To fi nd out more about being an employer of choice"The number one cure for Mondayitis"Donna Phillips MICHT MGPBTDay 1 - Tuesday 11th OctoberTheatre 3 - Call Centre &Customer Management Services10:15-10:35 Visit us at stand no G48 or in the VIP lounge

CALL CENTRE & CUSTOMER MANAGEMENT EXPO PREVIEW25VANESSA CLARKE, SENIOR MANAGER, CUSTOMER PERFORMANCE IMPROVEMENTThis session will provide an insight through facilitated debate into the key future customer service opportunities and challenges based on seven key trends which are likely to grow. Vanessa will share some of her experience of helping leading organisations think about the future of customer service.She will give clarity on what to focus on to be a customer service leader in the future, how to challenge existing thinking on key trends, and provide tangible examples of companies who are leading us into the future.JOEL DAVIS,CHIEF EXECUTIVEAs more communication between companies and their customers moves onto social networks, dealing with complaints and queries quickly and effectively becomes a necessity.Sales and marketing are typically equipped to push promotions, but don't have the structures in place to deal with those who speak back. Customer service teams provide the best channel for dealing with complaints and questions, but do they have the expertise in managing public brand communication?How can you manage communication and collaboration between departments to effectively respond to the social media challenge?Already confi rmed:DAY 1Tuesday 11 October 2011 10:45 - 11:30DAY 1Tuesday 11 October 2011 14:45 - 15:30Future trends: Customer Service in 2020Integrating social media within a multi-channel service solutionINSPIRATIONAL KEYNOTE SPEAKERSPresented by industry experts, these keynotes contain a mix of revolutionary customer management techniques, as well as motivational thinking, addressing the most pressing issues the industry is facing today.The keynote sessions are available FREE to all visitors.Sponsored byDR NICOLA MILLARD, CUSTOMER EXPERIENCE FUTUROLOGIST,Customers are moving faster than the organisations that serve them. In a multichannel world, customers are becoming 'shopper swots', often cutting organisations out of the conversation until the last minute. The role of the contact centre is becoming less about processing calls and more about complex problem solving, providing advice and reassurance, as well as being the hub for new channels, such as webchat and social media. All this means that the contact centre is morphing into something that has never been before - a networked (and increasingly virtualised) hub of expertise.Clouds, crowds and autonomous customers: doing business as unusualDAY 2Wednesday 12 October 2011 10:45 - 11:301DAY 1DAY