Thursday 8 July 2010                       

Joint meeting with SOCAPiE hosted by Boots The Chemist                  

Venue:  Boots The Chemist, 1 Thane Road, Nottingham NG2 3AA
 

Introductions & Icebreakers

This is the opportunity for new delegates to get to know every one and contribute their favourite icebreaker. (come prepared)
 
Graham Hardy, Head of Customer Care/Central Customer Care, Boots UK Limited

Tour of premises
 
SOCAPiE – Graham Hardy
What can the Society of Consumers Affairs in Europe offer customer service professionals, especially those involved in training? 
 
“Responding to customers in the new era of social media” - Catherine Kennedy, Business Development Manager, Wilke Thornton Europe Limited
Catherine Kennedy has worked in the field of customer service technology for nearly 20 years.  An ex President of SOCAP, she has worked with many leading branded consumer goods companies to help them leverage their investment in technology to deliver great customer service.  Her presentation will discuss how social media and other new contact channels such as chat are providing companies with new challenges to engage with their customers.
 
A higher calling – how one company is demonstrating that you can be commercially successful, driven by a strong social mission - Michael Anderson, Chief Operating Officer, Call Britannia
Call Britannia is unique – it is an outsourced customer management contact centre business with a difference…..it only recruits it’s front-line agents from the long-term unemployed and has a mission to take 10,000 people off the unemployment register. It positively discriminates their recruitment in favour of the unemployed and encourages agent churn and attrition by supporting their employees to obtain long-term, sustainable employment, beyond Call Britannia. Is it possible to create a profitable business with a strong social mission? How do Call Britannia take the long-term unemployed and provide them the skills and ongoing training and development to become successful whilst creating a customer driven capability?
 
Learn from the Best - Osman Khan, Senior Lecturer, Royal Docks Business School, University of East London
Osman has spent many years studying how leading organisations improve business performance by improving their customer experience management, customer loyalty and satisfaction, emotional attachment and strategic marketing.  He has worked internationally as a consultant, trainer, researcher, marketer and entrepreneur. He now works in academia but draws on practical knowledge and latest research to spread his message.
 
Fast Feedback - monthly feedback for better engagement - Giles Slinger 
Giles is running the Transparency at Work initiative. The initiative participants include a leading mobile operator, a UK automotive business, a UK retailer and an NHS trust. Participants are getting monthly feedback from every employee on management effectiveness. This session will set out the method, and brief on the lessons learned and the pitfalls along the way.

Feedback from delegates:

• Its not until you attend events such as those run byt the CSTA that you realise the importance & huge advantage of picking your head up from your day - day challenges - share them with peers in other businesses & industries. - Phil Tomlinson Specsavers
• A broad range of current & interesting topics - Michael Anderson Call Britannia 
• Catherine Kennedy Wilke/Thornton Inc  A very varied and interesting rauge of topics
• Giles Slinger Transparent Consulting Ltd A very worthwhile day – an engaged audience, with stories to share, and speakers who had something to say
• Some stimulating presentations presented to a group of like minded, knowledgeable, customer service and training professionals. - Graham Hardy Boots