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CALL CENTRE & CUSTOMER MANAGEMENT EXPO PREVIEW3INCENTIVES & MOTIVATION AREAFor a positive change on staff motivation and inspiration, head straight to the Incentives & Motivation Area. Here you will discover solutions that will not only transform workplace morale and performance, but help you retain your shining stars.FeaturingNETWORKING BARIf you're looking to meet fellow industry practitioners and discuss ideas, then the Networking Bar is the place to catch up with existing acquaintances and make valuable new connections.Sponsored byPREMIER CLUB LOUNGEThe Premier Club Lounge on the showfl oor is reserved exclusively for the most senior-level visitors, providing: . Superior networking opportunities. A place to hold private meetings. Complementary energising massage from Therapy Solutions within the Lounge. Plus complimentary refreshmentsSponsored byHOSTED BUYERS PROGRAMMEIf you are an individual or part of a buying group responsible for specifying, infl uencing or making budgetary decisions for the purchase requirements of forthcoming call centre and customer management projects, then you could be eligible to attend Call Centre & Customer Management Expo as a Hosted Buyer (subject to approval and meeting the key criteria).For more information or to apply please contact Bradley Hoyland on telephone 0207 234 8751 or email bradley.hoyland@ubm.comSponsored byCOOL CENTRE CHALLENGETake part in the MOTIV8 cool centre challenge and be in with the chance to win an Apple iPAD 2. There are several iPADS to be won by attendees over the two days so make sure you take part in the challenge today so as not to miss out.Find out more and take the Cool Centre Challenge at www.motiv8solutions.comBrought to you by FREE TRAINING FROM ICMIAll attendees will receive a free online training programme by Brad Cleveland on the 'Principles of Effective Contact Centre Management' worth $499! All you need to do is visit the ICMI stand (D28) on the day and collect your free code.For more information please visit to you byCALL CENTRE FOCUSSwing by stand D28 and introduce yourself to Claudia Hathway, Editorial Director for Call Centre Focus where she will be available to talk to you about all the latest industry trends.Hosted byPlease visit for more information and to plan your day

4CALL CENTRE & CUSTOMER MANAGEMENT EXPO PREVIEWTop 50 Call Centres for Customer Service Summit During the two days of Call Centre & Customer Management Expo, the Top 50 Summit will host the biggest and most infl uential decision makers in the industry, providing practical guidance on how to get the most out of participating in the Top 50 programme and helping to maximise impact within your contact centre operation.The Top 50 is continually dedicated to giving members the opportunity to meet face to face with fellow Top 50 members, offering the chance to network, share ideas and discuss best industry practice.Exclusive master classes and workshops by leading industry giants will take place over the two days. For more information please visit Planning Forum Best Practice Round-Tables Join the Professional Planning Forum at one of their best practice round-tables, held alongside the Top 50 summit. Using their expertise in supporting best practice, this is your chance to discuss business-critical issues across disciplines and sectors - with operational managers, planners, analysts and strategic thinkers. Challenge your thinking and take away practical ideas to apply in your own operation.For more information please visit 50 Summit programme of eventsWHAT'S GOING ON?TUESDAY 11 OCTOBER09:45Coffee on arrival10:00Welcome and opening remarks - Simon Thorpe, Programme Director, Top 50 Call Centres for Customer Service10:15An overview of the 2011 Top 50 results - Andrew Firth, Director of Insight, GfK Mystery Shopping11:00Where numbers meet people - Using analysis to drive the business - Professional Planning ForumUsing speech analytics to drive customer experience and business benefi ts - Discover the innovative ways that recent advances in technology and expertise are driving performance. Identify ideas to suit your business and how to achieve results successfully.Measures and targets that are proven to drive the right operational performance - How well do our targets align with business goals and customer feedback? Learn from the latest developments and gain insights that will help you set effective targets.12:30Customer Service "wow" or reduced Customer Effort - Which strategy is right for you? - Paul Weald, Strategy Director - Customer Innovations, ProtoCall OneUsing real world customer examples across different forms of contact media, Paul will illustrate what these different strategies mean in terms of how they are delivered through a contact strategy. You can then decide what is best for your own organisation.13:00Networking buffet lunch - Past, present and future members14:30Call Centre to the rescue: Helping to unite the siloed organisation - Vanessa Clark, Customer Service Expert, Ernst & YoungVanessa Clark, customer service expert with Ernst & Young, a leading provider of customer service consulting solutions, will share her insight on how call centres are managing to move from re-actively solving problems caused by a siloed organisation, to identifying ways to pro-actively break down organisational silos and prevent problems from re-occurring in the future.15:00Professional Planning Forum afternoon clinicsFlexibility - Delivering for the business, employee and the customer - How do we challenge legacy contracts and processes to drive improvement for the business and the employee? Explore how the Planning Forum's new Flexibility Toolkit could help your business.Homeworking - Understand how this could work for you - Join this best practice clinic to meet with people who have made it work and gain insight into how this specifi c from of fl exibility could work for you. Maximising outbound performance - Through the data rather than the dialler - Join this clinic to learn how results have been improved by 30% - 40%, meet colleagues from other outbound operations and gain insight on planning effectively for outbound operations.WEDNESDAY 12 OCTOBER09:45Coffee on arrival10:00Welcome and opening remarks - Simon Thorpe, Programme Director, Top 50 Call Centres for Customer Service10:15An overview of the 2011 Top 50 results - Andrew Firth, Director of Insight, GfK Mystery Shopping11:00A focus on the public sector - Professional Planning ForumThe 101 experience: Reducing customer effort in the public sector - With intense pressure to do more with less in the public sector, these round-table clinics are your chance to learn from early experience in introducing the 101 national non-emergency number. 12:30Networking buffet lunch - European Call Centre & Customer Service Award winners and Top 50 past, present and future members14:00Secrets of their success - Claudia Hathway interviews the 2011 European Call Centre & Customer Service Award winners & Top 50 programme best performers.In this lively interactive panel session, Editorial Director Claudia Hathway will be interviewing our panel of winners at the previous evening's 2011 European Call Centre & Customer Service Award, as well as some of the best performing Top 50 members to learn the secrets of their success. This is your ideal opportunity to quiz those organisations that are at the top of their game in creating great places to work as well as providing outstanding service to their customers.15:00 Two strategic and thought-provoking discussions with industry leaders - Professional Planning ForumCustomer quality management - The next generation - Join senior industry infl uencers to discuss the emerging trends of Customer Quality 3.0 and chart out the next steps that would genuinely transform your operation.Enterprise-wide optimisation - Planning back offi ce, retail & fi eld - Join other operations and planning managers to see where call centre disciplines are delivering better and more streamlined end-to-end service and discuss how this could work in your organisation.