The South East Contact Centre Forum
In September 2009 "The South East Contact Centre Forum" was formed, to provide a regional Operations user group for Berkshire, Buckinghamshire, Hampshire, Kent, Oxfordshire, Surrey & Sussex, which is home to 700+ Contact/Call & Customer service centres in the South East region. For more than a decade Contact Centre professionals throughout the world have benefited from forums dedicated to the sharing of good practices and knowledge.
The most effective networks have a regional focus, providing frequent opportunities to discuss key challenges and identify solutions. Whilst National Bodies will always remain important they are often unable to provide these localised networking events in the desired format or frequency.
The South East Contact Centre Forum has been created in response to a growing demand for such a network in the region, allowing operational managers to meet formally with their peers, review and discuss key challenges and hear how other organisations are responding to business demands.
Over the next 12 months a series of 9 regional networking meetings will take place, either at members contact centres or conference locations across the region. Keynote speakers will deliver stimulating presentations and organised Workshops, Think Tanks & One to One meetings focused on Hot Topics from our sector.In addition to the regional networking meetings we will also be organising an annual conference and exhibition, culminating in a Black Tie awards ceremony, recognising the achievements of individuals and companies within the South East region.
Hot Topics Covered
- Leadership & Management within Call/Contact & Customer Service Centres
- Team Leader Selection & Development
- Reward & Recognition
- Call Recording
- Induction Programmes
- Recruiting & Retaining Generation Y
- Retaining Talent
- Home workers
- Telephone Self Service
- Measuring Customer Satisfaction
- Customer Insight
- Workforce Management
- Employee Engagement
Each forum meeting will be conducted in the Morning; they will consist of 3 Guest speakers delivering presentations of 30 minute duration, allowing the opportunity for workshops and roundtable debates. Our Host member will then deliver a presentation outlining how they operate their contact centre, including their resources, technology and management style culminating in a 'site tour' of their facility.
We do hope you find the format of our regional meetings of interest and will entice you and your colleagues to attend. We welcome your suggestions on topics that you would like us to cover in our meeting so please email me. We look forward to meeting you at our next regional forum meeting.
Trevor Butterworth - Events & Membership Manager
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