A series of one day Directors Forums, organised by the Customer Engagement Club, focusing on compelling business issues and challenges which will help drive business performance and improve customer and employee engagement. Each Forum agenda includes; keynotes, case studies, independent insights, a panel debate and networking functions.  

Free to attend for :
Customer Service Directors/Senior Management, Contact Centre Directors/Senior Management, HR Directors/Senior Management, Marketing Directors/Senior Management, Social Media Directors/Senior Management, CRM Directors/Senior Management, Operations Directors/Senior Management, CIOs and all others responsible for customer engagement and employee engagement strategies and operations across all channels.

Service Providers & Vendors are welcome to attend upon paymnet of a delegate fee of £495+VAT (Fee includes lunch, all sessions, tea/coffee, delegate pack and networking function )

For sponsorship information contact Chris Wood chris@ictcomms.com 

Multichannel Customer Engagement for Contact Centres, 26th January 2012, London

Contact centres have been undergoing radical change over the past few years and are increasingly operating a multichannel environment, reflecting the changing dynamics of the relationships between organisations and their customers as channels to market continue to proliferate.

This Directors Forum will examine the changing face of the contact centre in a multi-channel environment and how in this new age of engagement across channels the contact centre is coming into its own in playing an increasingly strategically pivotal role at the heart of the organisation and its customer relationships.

Speakers todate include:

• Keynote:Steve Morrell, Principal Analyst,ContactBabel
• Marcus Hickman, Chief Executive, Davies Hickman Partners and former Director of the CCA and The Henley Centre
• Leslie Rowlands, Senior Managing Consultant, Gallup Consulting
• Tom Baggaley, Social Media Manager, Aviva (case study)
• Bian Salins,Head of Social Media Innovation BT (case study)
• Conrad Simpson, Director, Interactive Intelligence (case study)
• Steven Thurlow, Technical Director, Sword Ciboodle

REGISTER 

Delegates will learn:

• How world class organisations are using multichannel contact centre strategies to improve customer service and competitiveness and enhance the bottom line

• The latest trends in the evolution of contact centres as they increasingly become the focal customer touch point across a plethora of channels and take centre stage

• How the rapidly changing face of the contact centre is impacting on customer relationships as organisations realise they have service customers through the channels they choose

• Where offline, online, social and mobilecustomer engagement fits in with the evolution of the multichannel contact centre and its impact on the organisation and the brand

• The performance and profitability benefits that accrue from multichannel contact centre strategies that align people, processes and technology for the benefit of customers

• Customer Feedback/Measurement/Voice of the Customer, 21st March, London  REGISTER

• Social Media and Mobile Customer Engagement, 16th May, London

• B2B Customer Engagement, 20th June, London

• Multichannel Customer Engagement, 26th September, London

• Customer Engagement in Financial Services, 11th October, London

• Employee and Customer Engagement, 5th December, London

• Employee Engagement Forum, 8/12/2011
• Strategy & Measurement Forum 3/11/2011
• Finacial Services Forum 13/10/2011
• Multichannel Directors Forum 29/6/2011
• B2B Customer Engagement Directors Forum 11/5/2011
• Social Media & Mobile Engagement Directors Forum 3/3/2011 
• Employee Engagement Directors Forum: 25/11/2010