Conference Programme and Workshops

08.15am    -    Conference Registration

09.00am    -    Welcome Address - Margaret Fay OBE, One NorthEast

09.05am    -    The Day Ahead - Wendy Gibson

09.10am    -    Building High Performance Teams - Sir Clive Woodward OBE, Director of Elite                                                      Performance, British Olympic Committee

10.05am    -    Refreshment Break

10.35am    -    The Contact Centre of the Future - Tim Shaw, Senior Consultant, Capgemini

11.20am    -    Workshops

12.00pm    -    Lunch

13.15pm    -    Service Delivery - Today's Consumers Have Choice and Use It - David Payne,

                        Managing Director, Maia Consulting

14.00pm    -   Workshops

14.40pm    -   Refreshments

15.10pm    -   Embracing and Managing Change -  Richard Reeves, European Speaker of the Year 2007

15.55pm    -   Round Up

16.10pm    -   Close

 

Workshop Programme

1     CRM Technology - The Future

Noble Amcat Systems 

This workshop will consider how technology will develop over the next four years and will look at how these changes will impact on the way contact centres operate.

2     Human Resources - Building the Right Team

North East Contact Centre Academy

This workshop will look at the skills needed in the future and how to develop top teams to maintain a competitive edge.

3     Customer Relationship Management - Experience is Everything

Capgemini

This workshop is designed to identify the strategies and manage the changes needed to deliver the ultimate customer experience.

4     Personal Development - Achieving Individual Success

Rezonate 

This workshop is about raising awareness of the most effective personal development tools to develop an individual's confidence, motivation and efficiency.