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CALL CENTRE & CUSTOMER MANAGEMENT EXPO PREVIEW1This is where Call Centre & Customer Management Expo 2011 will help you. There's a wealth of educational content and learning opportunities available to gain insight and ideas for driving success across your business, including: more than 60 conference sessions, 40 solutions theatre seminars, a full summit programme sharing best practice results and insight from the Top 50 Call Centres for Customer Service, and inspirational keynote speakers.What's more, the exhibition fl oor offers more than 200 companies, service providers and technology specialists' ready and waiting to share their expertise and case studies to demonstrate actionable and deliverable solutions to your business needs.From contact centre and customer management, business analytics and reporting, outsourcing and service providers, training and motivation, plus the latest social media and multi-channel integration, you will fi nd the very latest products and solutions being showcased by the industry's leading suppliers.With so much to fi t in over two days, you will defi nitely need to take a break for catching-up with colleagues - and there are dedicated refreshment areas in the networking bar and Premier Club Lounge to make your time at Call Centre & Customer Management Expo 2011 even more enjoyable. Plus of course with the European Call Centre & Customer Service Awards taking place on the opening night, it promises to be a truly unforgettable event.With the all new London Olympia location making the event even more accessible to a broader audience of both national and international delegates, we are looking forward to seeing you and even more of your colleagues on 11 & 12 October.Kind regards,Kevin Pearce, Event ManagerWhilst every effort has been made to ensure accuracy in the completion of this publication, the organisers and publishers cannot accept any liability for any errors and omissions.UBM Live provides leading integrated media solutions across 30 different markets. Operating predominantly in the UK, its events, publications, awards and websites offer professionals in Security, Customer Management, Safety & Health and Facilities the ultimate event or media platform to bring buyers and sellers together. UBM Live has 40 exhibitions, 12 publications and more than 15 digital products and awards shows. It is part of United Business Media.1st Floor, Ludgate House, 245 Blackfriars Road, London SE1 9UY, United Kingdom . www.ubm.comESSENTIAL WELCOMEINFORMATIONWhere and whenTuesday 11 October 2011Wednesday 12 October 2011National Hall, London OlympiaOpening timesTuesday 09.00 - 17.00Wednesday 09.00 - 16.15Getting thereThe Olympia Exhibition Centre can be easily reached by car, train or bus, and Heathrow Airport is nearby. For travel and accommodation information please visit: www.callcentre.co.uk/callcentreexpo_when_and_whereNext door toYour Call Centre & Customer Management Expo badge will allow you FREE entry into eCommerce Expo, taking place next door in Olympia 2Running alongsideThe Call Centre Focus ConferenceTaking place on the fi rst eveningThe European Call Centre & Customer Service AwardsCONTENTSWhat's going on ................................ 2Conference introduction .................. 7Conference timetable ...................... 8Conference speakers ..................... 11Floorplan and exhibitor list ............. 22Keynote speakers ........................... 25Solutions theatres introduction ...... 26Solutions theatre timetables .......... 27Awards ............................................. 30Award Finalists ................................. 31Taking place next door .................. 36CONTACTSGroup Director ........................... Mark SnellPortfolio Director ....................... Simon MillsEvent Manager .................... Kevin PearceSales Manager ................. Tristan NormanBusiness Development ............... Emily PyeHead of Marketing .......... Clare PuddifootMarketing Manager .......... Emilie OliveiraMarketing Assistant .................. Jedd BarryEditorial Director .......... Claudia HathwayConference Programmer ............ Amy ScottConference Organiser Hannah SlocombeOperations Manager ........... Andrea HurstBus. Support Coordinator ........ Julie MannTel: +44 (0) 207 921 5000www.callcentre.co.uk/callcentreexpoAs an industry, we know that now more than ever, business success is all about working smarter and operating more effi ciently. Never before have businesses had such ready access to the thoughts and opinions of consumers. However, the age of always-on customer service means it is even tougher to meet growing expectations and to consistently maintain public brand communications across broadening contact channels.Published for UBM Live by The Eventful Publishing Co Ltd43 Tabernacle Street, London EC2A 4AAwww.eventfulpublishing.co.ukTel: 020 7324 4800 Fax: 020 7324 4801

2CALL CENTRE & CUSTOMER MANAGEMENT EXPO PREVIEWMORE THAN 200 EXHIBITORSThis year's Call Centre & Customer Management Expo is host to a wide range of suppliers. They will be showcasing the latest solutions and developments that will help you optimise your customer service. With such a comprehensive number of options, you can use this opportunity to evaluate, compare and earmark future potential investments. See pages 22-23 for the full exhibitor list and fl oor plan.INSPIRATIONAL KEYNOTE SPEAKERSDelivered by the most motivational speakers, these inspiring keynotes are available to all visitors, containing a mix of revolutionary customer management techniques and insight. Confi rmed so far are Nicola Millard from BT, Vanessa Clarke from Ernst & Young LLP and Joel Davis from Agency:2 who will be addressing the most topical issues the industry is facing today. See page 25 for timetables and further details.Sponsored byTHE CALL CENTRE FOCUS CONFERENCEThis year's prestigious Call Centre Focus Conference, provides the very latest information and advice on how your business can operate smarter to deliver effective customer contact solutions. With 24 insightful sessions, delegates will be given the opportunity to gain in-depth knowledge and advice from industry specialists, award winners and 'Top 50 Call Centres for Customer Service' members. See page 8 for full programme and further details.Sponsored byFOUR DEDICATED SOLUTIONS THEATRES The Solutions Theatres remain a key part of Call Centre & Customer Management Expo, and include the brand new Social Media Theatre, which along with the Call Centre Technology, Customer Management Technology and Call Centre & Customer Management Services Theatres, will complement and complete an already impressive line up. So for all your product needs, head to the Solutions Theatre on the show fl oor. Please visit page 26 for full programme.Sponsored byCONSULTANCY CLINICFor free personalised consultations, the Consultancy Clinic allows visitors to meet trained consultants and benefi t from a 15-30 minute private consultation session. This gives visitors an opportunity to go away with free advice and answers to their customer management and call centre challenges. To book an appointment please visit www.callcentre.co.uk/callcentreexpo_consultancy_clinicFeaturingLEARNING & DEVELOPMENT ZONEInvesting in career development can boost long-term rewards and improve motivation within your organisation. The Learning & Development Zone allows visitors to discover the latest training and e-learning options available, ranging from workshops to accredited company courses such as e-learning NVQs and BTECs. FeaturingWHAT'S GOING ON?Take a look at the exciting line up of features on offer in order to make sure your visit to Call Centre & Customer Management Expo is truly valuable...Please visit www.callcentre.co.uk/callcentreexpo for more information and to plan your day