24 - 26 March, 2010, Chelsea Football Club, London
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HP Website: www.hp.com
HP is a leading global technology services provider, delivering business solutions to its clients. HP founded the information technology outsourcing industry nearly 50 years ago. Today, HP delivers a broad portfolio of information technology, applications and business process outsourcing services to clients in the manufacturing, financial services, healthcare, communications, energy, transportation, and consumer and retail industries, and to governments around the world.
Microsoft Dynamics Website: crm.dynamics.com
HP and Microsoft delivers Contact Center Transformation Services.
HP Enterprise Services and Microsoft Dynamics CRM for Contact Center combine to provide a robust solution that completely integrates contact centers capabilities.
Condensed Implementation Timeframe. HP Enterprise Services and Microsoft Dynamics CRM for Contact Center provides a streamlined process to ensure timely implementations.
Superior Total Cost of Ownership. HP Enterprise Services and Microsoft Dynamics CRM for Contact Center provides a lower “Total Cost of Ownership”.
Orange Business Services Website: www.orange-business.com
Orange Business Services delivers the business communications solutions and services provided by the France Telecom Group. Our world-class solutions include converged voice, data and mobile services as well as IT expertise and managed services, all designed to transform business processes and improve productivity. Orange Business Services is present in 166 countries and territories and serves customers in 220. For more information on how Orange Business Services can help your business optimize cost-effective and reliable networking and communications solutions worldwide, please visit our website.
Fizzback Website: www2.fizzback.com
Fizzback is at the heart of some of the world’s leading companies’ customer experience management programs including Tesco, T-Mobile, O2, The Carphone Warehouse and Phones 4u. By giving every customer a chance to express their satisfaction at key moments of truth, the benefits they have realised include:
Fizzback’s intelligent, multi-channel solution has a dramatic effect on employee behaviour and subsequent customer behaviour. Find out what all the fuss is about!
OpenSpan Website: www.openspan.com
OpenSpan products enhance personal workflow management and the end user experience by enabling all the applications required for daily tasks to work together seamlessly. Global 2000 enterprises have improved end-user performance, customer service, sales and business visibility by deploying OpenSpan on more than 100,000 desktops. A venture-backed company, OpenSpan is headquartered in Alpharetta, Georgia. Learn more about how OpenSpan is revolutionizing personal workflow management at www.openspan.com.
Gem Website: www.the-gem.com
gem is an outsource contact centre based in Belfast. They have an established an enviable track record of delivering innovative services for market leading organisations including Microsoft, Cisco, Play.com, Channel 4, UPC and Clearwire. With 800 people across 4 locations speaking 29 languages gem handles over 11 million contacts every year. 40% of these contacts are non-voice reflecting extensive experience in moderating, analysing and responding to New Social Media “contacts” and the ability to help clients operate an effective self-service strategy.
Sitel Website: www.sitel.com
Sitel is the leading contact centre provider in the world. We meet clients’ customer care and transaction processing needs through 60,000 associates in 26 countries and provides world-class solutions from onshore, nearshore and offshore locations across 140+ facilities. Our award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best Return on their Customer Investment (ROCI).
Sitel has been ranked as top contact centre provider in the world by the Black Book of Outsourcing (a Datamonitor company) 2009 Annual Survey. Notably, Sitel was ranked No.1 in each of the contact centre attributes cited by respondents as ‘most important’ to client satisfaction: customisation, deployment, reliability and vertical expertise. Sitel operates from sites across the UK, employing approximately 3,500 associates who work within every major vertical market, including consumer electronics, financial services, gaming, healthcare, manufacturing, media and entertainment, retail, technology, telecommunications, travel, and utilities. Global we provide customer care support in 32 languages and we handle millions of customer transactions for our clients every day.
Aurix Website: www.aurix.com
Aurix is a leader in phonetic speech technology solutions, enabling call centre owners to identify words and phrases buried in their call interactions and transform them into valuable business intelligence. At Aurix we pride ourselves on the depth of our speech knowledge and the quality, reliability and performance of our software. We are dedicated to extending the capabilities of speech analytics to enable efficient and effective compliance assessment, release of valuable business intelligence and reducing the burden of regulatory activity across all your customer calls. We also help to protect corporate image and intellectual property.
Bird Group Website: www.bird.in
Satmetrix Website: www.satmetrix.com
Satmetrix is the co-developer of Net Promoter which is proven by leading companies to be a key loyalty metric to drive financial growth. Net Promoter has gained rapid adoption among business leaders due to its ease of adoption and transformational benefits. Satmetrix clients include Virgin Media, Aggreko, Orange Business Services, Symantec, Experian, etc.
Net Promoter is more than a score, it’s an organisational discipline that transforms your business around the customer. Whether you choose to use the Net Promoter Score (NPS) by itself or with other loyalty measures, our operational approach will allow you to evaluate the customer experience at key areas of your organisation; measure the loyalty of your customers, partners and employees; identify performance gaps, and continue to engage with your customers through online communities.
SpeechStorm Website: www.speechstorm.com
SpeechStorm provides some of the UK’s best-known names in retail, telecoms and financial services with great IVR applications - inbound, outbound, touch-tone, speech recognition, SMS, video. We’d like to do the same for you... So that your customers get the answers they need quickly and easily and therefore you save money. Best of all, we’ll put you in “total control” of your IVR. So you can change your prompts, update your information or change your call flows whenever and from wherever you need to. We call it next generation IVR. You can just call it SpeechStorm. Take a look and see for yourself at www.speechstorm.com
Cincom Website: www.cincom.com
Cincom Systems, a global provider of software and services, has been at the forefront of Customer Experience Management strategies for over a decade, earning the respect of industry experts with its innovations, performance and results. Partnering with IBM, Cincom helps companies implement outstanding customer experiences in their contact centre and beyond. Cincom’s Customer Experience Management solutions deliver winning conversations in the contact centre, providing organisations with the right tools and automated processes to increase contact centre effectiveness while improving service levels and agents’ operational efficiency. Companies all over the world including Absa Bank, Fubon Bank, Royal Australian Mint, Health Advocate and many others have chosen Cincom to improve customer satisfaction, increase efficiency and reduce costs.
Mary Gober Website: www.marygober.com
Mary Gober International (MGI) delivers behavioural change training based on our unique Psychology & Language of Service™ which is proven to deliver improvements in customer satisfaction, employee engagement, operational efficiency, regulatory performance and financial results. Our training methodology has been created by customer service expert, Mary Gober. It is proven to provide the mindset, communication and behavioural skills to optimise any relationship, be it with customers, colleagues or suppliers. MGI has delivered customer service culture development training to organisations in 33 countries worldwide. Our programmes have been delivered to small privately owned enterprises, not-for-profit and large blue chip organisations.
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