Sponsors

 One NorthEast

One NorthEast is the Regional Development Agency covering the North East region of England, comprising Northumberland, Tyne & Wear, County Durham and Tees Valley.  The Agency's vision is for a vibrant, self-reliant, ambitious and outward-looking region, typified by strong economic growth coupled with a high quality of life.

The remit of the Agency is:

• To further the economic development and the regeneration in our region 
• To promote business efficiency and productivity, investment and competitiveness in the region 
• To generate and sustain employment 
• To encourage and enhance the development and application of relevant work skills of the people living here

Tyne and Wear Development Company

Tyne and Wear Development Company is a business development agency offering independent advice on all aspects of expansion or relocation within Tyne and Wear. 

Acting on behalf of the five local authorities - Gateshead, Newcastle, North Tyneside, South Tyneside and Sunderland, the Company provides free and confidential advice on all areas relating to potential investment including property available, financial assistance and training and recruitment.

Our services are available to both large and small businesses from across a range of key sectors and we will support your business throughout your enquiry, giving you one consistent point of support.  For further information or assistance please call 0191 516 9099 or visit www.tyne-wear.co.uk

SmartPoint Technologies

SmartPoint provides contact centres with a one-click approach to information integration that enable customer service agents to deliver customer intelligence from multiple data sources in real-time based on a person's current task.

SmartPoint dashboards work with existing CRM and back office systems to improve efficiency and customer service by automatically providing customer facing staff with relevant and timely information and avoiding the need to search multiple systems.  Information can be delivered from almost any source including databases, web services, documents and images.

Refreshingly different, SmartPoint is:

• Simple to use: training takes minutes not days
• Fast and easy to deploy: implementation takes days not weeks
• Low risk: no complex integration required
• Affordable: return on investment is quick and SmartPoint can be funded either by subscription or a single licence payment

SmartPoint Technologies is a member of the TIS Software group of companies.  The TIS Software group has many hundreds of customers operating in more than 30 countries.  Our customers include Bailey Teswaine, Fuller Smith and Turner, Fired Earth, Jewson, London transport, Virgin Media, City of London and Asford Borough Council.

To find out more about SmartPoint visit www.smartpointsoftware.com

Newcastle City Council 

Through the Shop for Jobs Project in Eldon Gardens, Newcastle City Council is supporting the growth of contact centre and customer focused employment.  The project engages with local employers and training providers as well as employment support agencies.

Together this partnership works to improve the skills of new employees, by supporting staff recruitment and retention.  It delivers this by co-ordinating and developing relevant and customised training packages across the customer care and hospitality sector and by providing a range of support to local businesses that may otherwise be unable to recruit staff.

NRG

Our Team of Business Managers and dedicated Key Account Managers understand the complexities of and the challenges facing the Contact Centre Industry and consequently how critical the identification and selection of the right candidates is in order to be successful. As experts in this field we also offer a consultancy service for new and existing customers. This could include a full diagnostic review of current recruitment and selection processes, making recommendations for improvement following an in-depth evaluation process. We will also design bespoke assessment centres, which will ensure that we identify the right candidates with the right skills. Our Team of mobile assessors/recruiters enable NRG Call Centre Solutions to offer our customers the flexibility of support across the UK. We understand that you, our customers, need to attract the highest quality of staff not only today but into the future and that attraction strategies need to be modern, flexible and fluid. With more and more candidates choosing to apply on-line attraction methods have to reflect this in the buoyant, ever-changing market place.

North East Contact Centre Academy 

The Academy is the only  provider in its field that has been awarded Centre of Vocational Excellence status by the Learning dn SkillsCouncil and we take this very seriously.

Our focus on popel development integrates our provision of training, quliafications and consultancy services adn enables us to offer flexible, responsive solutions for organisations and individuals.  We offer progression through edudational levels which are maped to roles adn occupational standards.  Our framework of programmes develop individuals from pre-employment up to seinor mangement - makein us a total solutions provider.

To enquire about the range of services available at the Academy please contact Louise Marrin, Industry Liaison Officer on 0191 511 6759 or email louise.marrin@citysun.ac.uk.

Contact Centre Professional 

Contact Centre Professional are one of the North East's leading contact centre consultancies and training practitioners, servicing a wide range of blue chip and public sector clients both across the region and nationally.

Recognised by the Adult Learning Inspectorate as being one of the best training providers in the UK, CCP won further national recognition when they were awarded a prestigious national award, presented by Bill Rammell MP.

Our expertise includes:

• Operational consultancy
• Business process re-engineering
• Learning needs analysis - organisation and individual
• Development of bespoke training programmes
• Developing national qualifications
• Accrediting in-house training
• Labour market research, demographic surveys and scrutiny
• Performance management systems and competency frameworks
• Transition management
• Project management - consultancy, supply of project managers, training
• System implementation and integration

CCP are a qualification centre and consultants for City and Guilds, an approved Business Link provider and the only consultants for the contact centre Sector Skills Council in the North East.  CCP also developed and own the award winning Go Forward pre employment model.

We have considerable experience working with a range of local councils and public sector bodies, setting up new communication channels and contact centres as well as developing systems and procedures from scratch.  This includes 'people processes' and the supporting IT systems, infrastructure and business processes.

Contact info@ccpro.co.uk, or telephone 0191 3506222 for more information. 

Exhibitors 

Love2reward 

Love2reward is already established as one of the largest providers of incentive and reward solutions in the UK, with over 2,000 active clients.  Our core commitment and philosophy is to provide ultimate choices and value to our corporate clients - whatever their budget.

We aim to provide reward solutions which inspire and motivate our clients' employees and customers alike to meet the objectives set.  In addition, we provide innovative and flexible platforms to enable our clients to monitor, control and communicate their programmes to help achieve ultimate success.

Whether you want to utilise the power of the UK's largest multi option gift voucher (Love2shop), administer your programme via our sophisticated online reward management system (VIP) or tailor make and customise a reward package to suit your individual needs - we firmly believe we have the solution. 

Noble Amcat

Noble Amcat provides customer interaction managment solutions which help companies improve customer efficiency and responsiveness.  The organisation has grown rapidly since it was established in 1989, with headquarters in Atlanta and Manchester and offices worldwide.  Today Nobel Amcat is helping tens of thousands of agents at client sites worldwide.

Nobel Amcat quickly became a pioneer in Computer Telephony Integration by creating the innovative Contact Centre Suite.  This award winning proprietary technology is an enterprise communications platform which is designed to help clients improve efficiency, increase productivity and enhance professionalism while increasing customer satisfaction and loyalty.  This diverse management solutions tool provides companies with all the options they need to make their contact business run smoothly.  The solutions offer the advantage of providing an unparalleled combination of feature-rich, comperhensive capabilites at a low cost of ownership.  Investment in Noble Amcat ensures the ability to cope with evolving regulations and guidelines while advancing client business.

Business Systems UK Ltd

Business Systems is the UK's largest independent provider of market leading call, screen and VoIP recording solutions.  The company offers unbiased advice on the 'best fit' solution from industry leading manufacturers accompanied by fully project managed implementation, consultancy and maintenance services.

Professional services include assistance in implementing quality monitoring and advanced analytics programmes or enhancing existing ones whilst setting up measurable objectives to ensure a speedy return on investment.

Business Systems, services and maintains tens of thousands of channels in the largest call recording intallations across call centres throughout the UK and in over 40% of London's Financial District.

All professional services are offered directly from in-house service personnel certified by various partners including NICE systems.  Business Systems is also ISO 9002 accredited ensuring all services delivered are of the highest quality.

Onyx Group

Onyx Group are the North East's leading providers of technology solutions for business.  Their specialism's fall into the four distinct areas of managed networks, data hosting, network security and managed services - to deliver a one-stop-shop of ICT related services throughout the UK.

Onyx also have the consultants and facilities to provide complete business continuity solutions to increase the North East's resiliance.  Located in Gateshed's Team Valley, their 200 seat Workplace Recovery Centre meets requirements for contact centre relocation.  With private suites available, on site parking and a fully equipped office environment, no disruption needs to result in loss of communications between a contact centre and its customer.

Onyx Group doesn't just see workplace recovery as a stand alone service, but as an active part of the business continuity process.  Consultants can work with you in the initial planning stages, through to performance scenarios for testing plans, and offering the time and guidance to assist in the quickest recovery if the worst were to happen.