About The Customer Contact Point Conference

Customer Contact Points often act as the link between an organisation and its customers. These critical centres are responsible for providing extensive and superior support for their customers. Managers of these important centres face considerable challenges including dealing with an aging workforce, keeping staff motivated, keeping up with continuous staff training needs, dealing with limited career staff development opportunities and of course keeping up with ever-changing technology.

Customer Contact Point Conference 2012 addresses these key challenges and opportunities. This carefully designed event seeks to bring you feasible and applicable solutions to the issues you face within customer contact points - everything from hiring and training the right personnel, to developing capabilities and monitoring the progress of your staff.

By attending CCP 2012, you will discover practical and effective methods for both daily and long-term management. These methods include:

• Engaging your staff and customers
• Developing a motivated and high-energy work environment
• Encouraging staff to explore their creativity and empathy in dealing with customers
• Processes in developing multi-skilled, highly-trained and customer driven staff

Like previous years, this premier contact centre event will bring you unique insights from experienced practitioners in both private and public organisations.

Networking opportunities

	Bring plenty of business cards and take advantage of the numerous networking opportunities on offer
	Attend the conference dinner and establish new connections in an informal and relaxed atmosphere
	Participate in the networking lunches and swap experiences with your peers
	Walk through the trade exhibition and discover the numerous innovations in service and technology applications available to help Centre operators get that all important competitive edge

Key Themes/Topics

• Recruiting and coaching for customer service excellence - how do you measure soft skills?
• Effectively managing contact centre staff absenteeism
• Career path planning for contact centre personnel - retaining talent in your organisation
• Doing more with less - addressing the skills shortage
• Improving services with existing technology
• Using CRM to allow for individualization of customers
• Utilising social media into creating customer engagement