CCA 16th Annual Customer Contact Convention
16 & 17 November 2010, Glasgow

 

CCA Annual Convention is the UK's leading event for organisations delivering customer service via contact centre operations.   Delivering outstanding thought-leadership and strategy, the event is a ‘must-attend’ for those individuals committed to continual improvement of their customer service operation and for those responsible for the customer experience.  

 

A consultation is currently underway with CCA members to help develop the programme for 2010.  Topics will include:

 

 

Customer Trends - Impact of Mobile Services & Social Media

How do you harness customer conversations to benefit your business? 

Should you intervene with customers' online discussions?  How do you

limit potential brand damage?  How will mobile service develop?  Who

will be the winners and losers?

Share your views on this topic

 

Leadership & Strategy

What is effective leadership?  How can you build the talent your

organisation needs?  How can you innovate your efficiency strategy

to improve the bottom line?  How do you manage change for success? 

Share your views on this topic

 

Customer Service in the Cloud

Is this the future for delivering cost-effective and flexible customer service? 

Share your views on this topic

 

Service to Sales

It may sound like a "blast from the past" but a revisit to this topic is

essential for increasing and maintaining customer engagement. 

What new strategies and technologies are available to support a

new approach to service to sales?  Share your views on this topic

 

Has the contact centre finally grown up?

Signs are that the contact centre is now over-taking other parts of

the business through innovation at the front-line.  Has the time come

for the contact centre to be placed at the heart of the business? 

Can we finally disprove the 'cost centre' versus 'profit centre' theory? 

Share your views on this topic

 

The How and Why of Customer Satisfaction

Customer satisfaction or loyalty or NPS measures will be used more and

more in the future.  Will this investment be worthwhile?  Does customer

satisfaction analysis lead to service innovation?  Can we over-research our

customers?  Will agent feedback back-fire? 

Share your views on this topic

 

Employee Engagement

Research shows that fully engaged employees yield up to 25%

more on the bottom line.  Understand how you can increase

engagement with your team for real business benefits. 

Share your views on this topic

 

Sourcing Solutions - Old Myths & New Challenges

Offshoring to new markets, home-working, hub, virtual contact

centres - each model is building its credentials to challenge the

traditional centralised model.  Do we need new sourcing options?

Is the recession a driver for new strategies?  Home-working - are

the benefits over promised? 

Share your views on this topic

 

 To request a copy of the final programme contact CCA Events Team

 

CCA Excellence Awards programme for 2010 is now open. Award winners will be announced at the Annual Dinner & Awards Ceremony on the evening of 16 November 2010. Click here for further details on the award categories.

 

The two-day event will commence with an evening reception on 15 November 2010 where delegates, award nominees, speakers and sponsors will have the opportunity to network and celebrate the success and achievements of the profession through the year.

 

Bookings are now being taken for the event and Awards Dinner. Delegate rates are outlined in the booking form. A range of packages are available allowing you to select the parts of the event of most interest to you.

 

Click here to Book Now!!