press releases
Contact Centres On Track For 2012
The region’s contact centres will have their eyes fixed on 2012 when the second North East Contact Centre Conference takes place at St James’ Park next month.
Taking inspiration from the countdown to the 2012 Olympics, the event takes place on Thursday March 13 and will feature a keynote speech from Sir Clive Woodward, the world cup winning rugby coach and now head of performance at the British Olympic Association.
The conference is being organised by Tyne and Wear Development Company and is backed by One NorthEast and the Contact Centre Advisory Board. The event will be opened by Margaret Fay, chairman of One NorthEast, and aims is to help one of the region’s most successful and fastest growing industries plan for the future and stay ahead of the competition.
The contact centre industry is one of the biggest employers in the North East. Today, more than 53,000 people, nearly 5 per cent of the working population, are employed in 150 contact centres from Tyneside to Teesside.
Paul Buie, manager of Tyne and Wear Development Company said: “The conference will explore areas critical to the development of contact centres in the North East. Last year’s event provoked healthy debate and we expect more of the same this time as well as providing an excellent networking opportunity.”
Peter Shields, One North East’s sector specialist for contact centres, added: “It’s about being proactive and developing a firm foundation for future success. 2012 is four years away but this is a fast moving and dynamic industry.
“The shape of the market will be very different five years from now. So too will the way people access services, with technology, particularly the internet, playing an ever increasing role. We need to plan ahead and anticipate change.”
In keeping with the Olympic theme, Sir Clive will talk about maximising performance and building a winning team. From his own experience as a coach and successful businessman, he will explore how leadership, partnership and a strong team play a key role in driving success and how contact centre businesses can use these techniques to their advantage.
Other speakers include Tim Shaw, senior consultant at Capgemini, who will looking at contact centres of the future, in particular how technological changes will impact on the way the industry operates. David Payne, managing director of Maia Consulting, will also look at how contact centres can meet the challenges placed on them by the increasing choice and demands of consumers. TV personality Wendy Gibson will be compere for the day.
Several workshops will also be held throughout the day focussing on the future of CRM technology, building the right teams, delivering the ultimate customer experience and the tools and techniques for achieving individual success.
Sponsors of the event include Newcastle City Council, North East Contact Centre Academy, Contact Centre Professional, SmartPoint Technologies and NRG.
For further information, please visit www.contactcentreconference.com or call 01642 803973 to register.
Back