Thursday 22 April 2010

Venue: British Gas, Premier Place, 4 Callaghan Square, Cardiff, Wales, CF10 5BT

Speakers included: British Gas, Valerie Bram, Demitris Edwards, Gregg Fraley

Introductions and Icebreakers

This is the opportunity for new delegates to get to know everyone and contribute their favourite icebreaker. 
 
British Gas presentation

British Gas, Cardiff was awarded the prestigious title of European Call Centre of the year 2009 by Call Centre Focus magazine.  In this presentation you will discover many of the reasons why the award was truly merited.

Tour of the premises

Q & A     

Mystery Shopping – How to evaluate the results and incorporate them into a training program, Demitris Edwards, Senior Partner Vocall Group
This session will introduce mystery-shopping and allow the audience to discuss which industries are now benefiting from mystery-shopping evaluations. We will look at how the results can be analyzed, examined, compared and contrasted in order to ascertain the customer service level within a business. You will get a feel of how the measurements and scenarios can be used to build training programs which motivate. 
      
Goats and Monkeys … It is not words that shake me thus.’ Othello, Dr Valerie Bram & Dr Henry Fabian, T2 (UK) Ltd
Words are powerful.  They affect peoples’ emotions and influence their perceptions.  Politicians, journalists and poets have always known this. Increasingly, big business is waking up to the dormant giant in their midst.  Using a simple, easy, tried and tested methodology this is delivering a massive benefit to the bottom line of major, blue-chip companies.  It’s guaranteed to increase your competitive edge.  
      
“Creativity, Innovation, and Customer Service”, Gregg Fraley, American Author of Jack's Notebook, a business novel about creative problem solving     
Creativity isn’t the first concept one thinks of when it comes to customer service.  And yet, creative ideas are essential to innovating improvements in customer service process. Contrary to popular myth, everyone is creative. In this interactive presentation, author Gregg Fraley will expose the myths and teach powerful innovation tools and techniques that lead to breakthrough ideas for customer service. 

Feedback from delegates:

• Stimulationg & varied. Great value - Richard Brown, North Star
• Very good, informative & kept our attention - Sue Edwards,Nuaire
• Great first meeting. Met some lovely interesting people. Enjoyed being in the British Gas - Niall Cluley, Fitness First
• A worthwhile event and an opportunity to network - Patricia Morris, ECO Project Management Ltd.