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Industry Leaders Discuss How Customer Service Is Changing

UBM Live (PR Newswire) - 02 September 2013

Industry Leaders Discuss How Customer Service Is Changing

LONDONPRNewswire/ --

Call Centre Conference presents varying platforms to help with customer service in mobile, online and social media

Call Centre Conference, organised by UBM Live, is delighted to be bringing together the leaders in the customer service industry to share knowledge, case studies and gain best practice guidance to help employees strive for success. Held in conjunction with Call Centre & Customer Management Expo, conference delegates will be exposed to unrivalled insight from influential voices and discover how these strategies can be implemented. The two day conference will take place at London Olympia from 2nd - 3rdOctober 2013 and will host a range of seminars, panel discussions and for the very first time dedicated workshops.

With 30 engaging conference sessions, representatives from Google, BUPA, Unilever, Eircom, Nokia, Sheffield City Council, National Grid, Ernst & Young, Nationwide, O2 and BBC TV Licensing will all take to the floor to discuss what is hot in the industry right now. Gathered into three key streams; employee experience, customer experience and industry trends, sessions will cover a broad range of issues from outsourcing and procurement, social media and multi-channel to managing stress and building staff morale.

BUPA will highlight that it's important to keep employees engaged with the brand, as well as customers.Adrian Robins, Improvement and Engagement Manager, BUPA, said: "The Call Centre Conference is the perfect platform to present the initiatives we implemented to drive employee engagement up by seven per cent in just six months. We want to share the tools and techniques we used and encourage the industry to take part in the people revolution."

As social media continues to be an industry hot topic, it has quickly become the go-to customer service platform. Nokia will give a master class on what to expect from brands on social media, how to set up teams and the processes of ensuring social engagement is thriving. Helen Curl, Event Director, UBM Live, said: "It's crucial that the most effective processes are put in place to ensure customers are able to get the most from services available. We look forward to welcoming delegates to the Call Centre Conference and once again provide a forum where the industry is able to congregate, share experiences and help others enforce successful methods to maximise their customer engagement."

To further engage the audience, panel debates will present an industry related conversation between Paul Weald, Strategy Director, ProtoCall One, Russell Anthony, Service Manager, Royal Borough of Kingston,Jo Hallam, Head of Customer First, Sheffield City Council and Josefine Ball, Head of Non Emergency Contact, Sussex Police, where they will discuss how to encourage customers away from the phone by giving a public sector point of view.

A limited early bird offer is available before Friday 6th September, where colleagues are able to attend for free - excluding workshops. Register for the Call Centre Conference at

Notes to editor:

About UBM Live

UBM Live connects people and creates opportunities for companies across five continents to develop new business, meet customers, launch new products, promote their brands and expand their markets. Through premier brands such as CPhI, IFSEC, TFM&A, Call Centre & Customer Management Expo, International Confex and many others, UBM Live exhibitions, conferences, awards programs, publications, websites and training and certification programs are an integral part of the marketing plans of companies across more than 20 industry sectors.

For further information, comment or to arrange an interview please contact:

Emilie Oliveira 


Marketing Manager
Tel: +44(0)207-9217715