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Customer Contact Centre Conference Wednesday, 23rd March 2011
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Please click on the speakers name below to access the presentations and supporting information (if applicable) for each session from the event.
| Session Title | Speaker Details |
| Chairs introduction and welcome | Yvonne Davies, Independent Consultant |
| The national policy for web-based and telephony services: an overview | Natasha Innocent, Public Sector Partnerships Manager, Race Online 2012 |
| The new performance management framework for customer contact centres | Mike Murphy, Director of Insight and Performance, Calcom Group |
| PPS1. Demonstrating fair access through customer profiling | Anna Milner, Research and Intelligence Manager, NHC Yvonne Davies, Independent Consultant |
| PPS2. The journey to excellence and beyond | Denise Ballantine, Customer Service Centre Manager, Gentoo Group |
| PPS3. Contact centre technology - helping to optimise customer feedback and deliver service efficiencies | Barry Ibbetson, Head of Contact Centre, Leeds City Council |
| PPS4. Improving services - benchmarking and peer learning | Nigel Johnston, Performance Improvement Manager, NHC Diane McLellan, Customer Service Manager, Muir Group |
| PPS5. Quality counts | Gary Lormor, Customer Services Manager, East Durham Homes Andy Kemp, Liquid Voice |
| PPS6. Customer service excellence - raising the bar | Maria Whelan, Head of Customer Services, Guinness Northern Counties |
| Focussing on customer care in the drive for increasing service automation | Kevin Dodd, Chief Executive, Wakefield and District Housing Trust |
If you have any issues downloading the presentations please contact events@northern-consortium.org.uk.
Thank you for supporting the Northern Housing Consortium's efforts to reduce our carbon footprint.