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.
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