Performance Improvement

Delivering Excellence in Customer Contact Centres

 

With great success the Northern Housing Consortium held its first ever Delivering Excellence in Customer Contact Centre event, Tuesday 10^th March at York Racecourse.   Held under the NHC theme of Performance Improvement the event attracted over 190 delegates and was very positively received. Attendees commented;

'A good range of speakers, very engaging'

'I left with new ideas on how the customer service experience could be improved' 

'I attended to network, learn new skills, be informed of new ideas, and to be assured that we doing what we should be - my objectives for the day were met!'   

'This conference was really well organised with great motivational speakers'.

 

The attendees at the event ranged from those who are currently operating a contact centre to those who are exploring establishing a contact centre; those running a successful service to those who are looking to improve operations and also organisations wishing to diversify their contact centres.     The event which was chaired by Steve Rawson, Executive Director of Operations, Wakefield & District Housing covered;

Excellent performance in contact centres	Graeme Foster, Lead Housing Inspector ( Yorkshire & Humberside), Audit Commission
The customer contact experience	Richard Beevers, Director, Customer Plus
Delivering outstanding customer service	Diane Evans, Customer Service & Involvement Manager and  Jan Conroy, Customer Services Coordinator, Liverpool Housing Trust
Taking on outsourced work in your contact centre	Terry Bonner, Assistant Director of Customer Services, Knowsley Housing Group
Essential contact centre measures	Gerald Power, Service Transformation Manager, Cabinet Office
Systems thinking in public sector contact centres	Barry Wrighton, Consultant, Vanguard Consulting Ltd and Faye Cross, Area Manager, Flagship Housing Group
Using IT to improve contact centre services	Lourdes Sharpe, Head of Customer Services, Solihull Community Housing
Customer service and the future of contact centres	Paul Cooper, Director of Customer Services, Institute of Customer Service

The Northern Housing Consortium invited attendees of the event to register for the NHC Contact Centre Network, if you would like to receive further information on the network please contact kate.ritchie@northern-consortium.org.uk

- Next Issue: June 2009 -

 

© Northern Housing Consortium, March 2009