CCA Annual Convention 2017 · Head of Contact, Sussex Police ... Laura Irvine Partner & Solicitor...

ARTIFICIALINTELLIGENCE

HUMANENGAGEMENT

ROBOTIC AUTOMATION

Platinum Sponsors

Gold Sponsors

Silver Sponsors

Exhibitors

Headline Gala Dinner Partner Excellence Awards Headline Sponsor Digital Partner

CCA Annual Convention 2017Hilton Hotel Glasgow 15–16 November 2017#CCACon17

The Changing Face of Customer Experience

The power of the human touch in a digital world Conundrum or opportunity?

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I would like to wish all our delegates a very warm welcome to CCA Convention 2017.

Our Convention programme for 2017 features selected keynote speakers who will address the main issues which have risen to the surface from our consultation with industry. The event theme, ‘The Changing Face of Customer Experience’ represents the conundrum that many businesses are facing when it comes to balancing robotic automation, artificial intelligence and human engagement.

For Convention stalwarts, you may recall we looked at ‘The Changing Face of Customer Contact’ in 2010 when economic challenges forced us to understand what customers wanted and how we could best deliver. Technology was top of the agenda with a focus on reducing waste but keeping colleagues engaged.

It seems that technological advancements have made a big impact over this past decade. Many organisations are trying to make sense of how it all comes together; what’s the balance required between machine and automation and intervention from skilled operators? Regardless of what the tipping point is, as an industry we must use our experience and expertise to join forces in creating a blue-print for customer service. I look forward to sharing the challenge with you

Workforce of the Future – An industry-wide initiative

In January, we committed to undertake an industry-wide poll of front-line colleagues and first-line managers. We will launch some of the results over the next two days. Interestingly, it appears our front-line teams are a confident bunch – 92% strongly agree that they have the right skills to do their job well. We look forward to hearing from Ola and Carla as part of our Workforce of the Future session on the 16th November with Leon Smith!

We hope you are all able to join us for a glass of champagne on 15th November and celebrate those organisations who have raised the bar in customer service by achieving CCA Accreditation throughout 2017. You will hear what differentiates these brands in terms of service delivery and we very much hope this will inspire our wider network to ‘raise the bar’.

Finally, we will share with you plans to launch an exciting new initiative in 2018 to manage and respond to the increasingly complex enquiries we receive from across the CCA network. Tapping into the talent and expertise of experienced colleagues will be the central point for our Intelligent Network.

We would like to take this opportunity to thank our Annual Convention Sponsors and Research Partners for their contribution to our research agenda and overall support of the Convention. Special thanks also to our Platinum Members who provide the back-drop for Convention content and have supported our agenda throughout 2017.

We also thank you for taking the time to participate in the consultation exercises, completing research surveys, hosting member visits, attending round-tables, presenting, sharing and taking the time to tell us what it is that matters to you most.

I hope you enjoy your time at Convention. If you need any help or have any questions then don’t hesitate to contact a member of the team.

Anne Marie Forsyth Chief Executive CCA

Welcome to CCA Convention 2017!

CCA Convention 2017 is CPD Certified

CCA Convention 2017 The Changing Face of Customer Experience

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This year’s programme was developed in association with

Annual Platinum Partners

Annual Gold Partners Annual Silver Partners


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Be part of it!

‘This organisation and this conference in particular is a huge

source of information that is extremely valuable.’

COO & SVP Service Cloud, Salesforce

CCA conferences and events are different from others in the customer service market-

place. We unashamedly focus on thought-leadership and use the experience and

insight across our network to deliver unique sessions with relevant and sought-after

content.

For more than 20 years, CCA Annual Convention has been widely recognised in the UK and internationally as the vanguard for future service. The 2-day programme is designed to challenge, inspire and critique the main issues being faced now, and what plans and strategies are required for your future customer service offering.

The Convention presents an unrivalled opportunity to network with 400+ executives from major consumer brands as well as public sector and third party organisations.

Delegate feedback from CCA Convention 2016

‘There was so much energy, passion and enthusiasm in the room for something we all do

every day of our working lives – providing a great experience for our customers and our people’.

Head of Contact Centre Service, Clydesdale & Yorkshire Bank

‘It was great to have so many good speakers which connected to

help me shape the direction of my organisation in the coming years.’

Head of Contact, Sussex Police

‘You get the opportunity to share best practices and get ideas from some of the best thinkers in the

industry.’

Head of Customer Contact Consultancy, Vodafone


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15 NovemberRegistration 1200–1300

Conference Sessions 1300–1720

Chairperson Kaye Adams, TV Presenter and Radio Host

Setting the Scene Customer Transformation and the Use of Digital

Session 1 The Dragon’s Den

Session 2 Innovation Showcase

Keynote How to inspire people to be extraordinary, not just ordinary!

Keynote Customer Service 2020

VIP Reception 1720–1830

CCA Convention 2017 At a glance

ARTIFICIAL INTELLIGENCE

HUMAN ENGAGEMENT

ROBOTIC AUTOMATION

16 NovemberRegistration 0800–0900

Conference Sessions 0900–1630

Chairperson Kaye Adams, TV Presenter and Radio Host

Discussion The Changing Face of Customer Experience–Industry Debate

Session 1 The Workforce of the Future

Keynote The Engagement Effect

Group Work Break-Out Sessions–AM

Expert Analysis The reality of CX measurement–Who is winning?

Keynote The Changing Face of Customer Service

Group Work Break-Out Sessions–PM


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CCA Convention 2017 Our Speakers

Kaye Adams TV Presenter & Radio

Broadcaster

Liberty Vittert Mitchell Lecturer

University of Glasgow

Greg Reed Chief Executive Officer

HomeServe Membership

Pam Heslop Head of Corporate Pensions

and Auto Enrolment Operations Scottish Widows

Claire Davey Director Direct Distribution, Skipton

Building Society

Chris Stroud Director Customer

Management, Sainsbury’s Argos

Rich Alvis Director of Customer Service and Quality,

HarperCollins

Anne Marie Forsyth Chief Executive

CCA

William Montgomery CEO TEN

Kate Mollinson CBT Therapist

NHS 24

Laura Irvine Partner & Solicitor Advocate

BTO Solicitors LLP

Maureen McIntosh Head of Customer Experience

SGN

Leon Smith Great Britain

Davis Cup Captain

Julie Howe Quality Assurance

Manager Journeycall

Lesley Heaney Head of Customer Service,

Telefonica O2

Sally Fuller Product Director

Vodafone Global Enterprise

Ben Page Chief Executive

Ipsos MORI

Jules Collins Head of Telephony Operations

Nationwide Building Society

Ola Clark & Carla Savelli Customer Centric Design Analysts

Atos

Paul Watson Barclays Global Contact Centres

Business Manager Barclays

ACCREDITED MEMBER

ACCREDITED MEMBER

ACCREDITED MEMBER

ACCREDITED MEMBER ACCREDITED

MEMBER


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Day 1 Programme – 15 November A series of inspirational broadcasts and insights focusing on technology, innovation and thought leadership.

Welcome to CCA Convention 2017 Anne Marie Forsyth, Chief Executive, CCA Global

Chairperson: Kaye Adams, TV Presenter and Radio Host Kaye Adams is one of the country’s most experienced live TV and radio broadcasters having worked for all the main terrestrial channels across a diverse range of programming. She currently hosts The Kaye Adams radio programme for BBC Radio Scotland and is a regular panellist on ITV’s award winning daytime show, Loose Women.

Throughout 2017, Kaye has facilitated various CCA sessions and has hosted discussions and debate with our Industry Council Thought Leadership Forum.

Setting the Scene: Customer transformation and the use of digital Sally Fuller, Product Director, Vodafone Sally will invite us to consider ways in which enterprises need to respond to the demands of the customer of tomorrow with their expectations for fast, available, consistent, joined-up and intelligently personalised communications. As part of this, we will consider omni-channel 2.0 - the response of the contact centre, communications and the IT industry to provide customers with the tools to address these needs.

Sally will also present the preliminary results of recent research conducted for Vodafone by CCA which provides an indication of the degree to which existing contact centres are prepared for the changing and growing needs and expectations of their customers.

1300–1305

1305–1315

1315–1345

1345–1405

1405–1415

1415–1425

1425–1435

1435–1500

The Dragon’s Den With just a few minutes to pitch their product and explain how it can help you achieve the best possible customer outcome, our line-up of innovative businesses will join us for another Dragon’s Den – where will you decide to invest your $1m?

Opening Keynote Pam Heslop, Head of Corporate Pensions & Auto Enrolment Operations, Scottish Widows

Balancing effort, experience and ethics to offer a proactive customer proposition is, for many, the holy grail. Today’s new technologies can offer critical insights into customer behaviours and help organisations stay ahead whilst meeting the evolving needs of customers and the business.

Making the Pitches

Pitch 1 Prakash Arunachalam, Chief Information Officer, ServionPrakash will demonstrate how brands can differentiate themselves in highly-competitive markets by adopting next-generation solutions such as Artificial Intelligence, Chatbots, Automation, and Predictive Analytics.

Pitch 2 David Macfarlane, MD–Direct, Gamma TelecomGamma provides business voice, data, mobile and cloud services, either fully converged or integrated and delivered in a transparent managed services relationship.

Q&A

Coffee & Voting

ACCREDITED MEMBER


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1500–1520

Day 1 Programme – 15 November

Innovation Showcase We live in a world where customer expectations are rising and the superior service offered by some providers is shaping what customers expect to receive across sectors. Or do they?

This engaging session will showcase the most current views and opinion on the rising expectations of today’s customer and challenge you to understand your customer service strategy in terms of: measurement, setting and managing customer experience, how to drive improvements and how to understand what works for your customers and your brand.

Opening Keynote Claire Davey, Director Direct Distribution, Skipton Building SocietyCreating a strategic partnership with third party providers based on a mutual understanding of the end goal will ultimately result in better procurement and better delivery of services. If not, it may prove to be more challenging creating unnecessary pain points along the way.

Showcase 1: AI and the Customer Service of Tomorrow Chet Chauhan, VP Product Management, SalesforceArtificial intelligence has reached a point in which systems can have increasingly engaging and human-like conversations. Equipping agents for the new world of service, enabling mobile workers to serve customers everywhere and providing intelligent predictive service to deliver higher customer satisfaction at scale is key to stay ahead. Join us to hear how service leaders are responding to heightened customer demands. Learn what trends are driving the future of service and how AI infused post sale customer service builds trust, and helps turn service into a competitive advantage.

Showcase 2: Three ways AI & Chatbots will change the way your business communicates Daniel Liu Yin, Senior Product Manager, Ring CentralWe’re in the midst of a once-in-a-decade paradigm shift. Messaging is the new platform, and bots are the new apps. The shift radically changes end-user experiences and developer frameworks and inevitably will change business models. Daniel will highlight key trends and put in perspective where business communications is headed in the new chat economy.

Showcase 3: Engineering customer engagement Simon West, Director of Alliances, TwilioCustomer engagement leaders are using digital to create a new future rather than bridge the past. Join this talk to understand how leading businesses are using omni-channel, artificial intelligence and customer journey maps to engineer engaging customer experiences. Learn how you can build strategies to kickstart new engagement initiatives.

Showcase 4: Use-cases and success stories for AI in the contact centre John Connors, Senior Director, Digital Transformation EMEA, eGain• What is Artificial Intelligence?

• Sentient, Learning and Taught Systems

• AI that works /Some AI successful customer deployments

• AI Capabilities for Customer Service/Experience

• How you can harness AI across the Customer Service Cycle

1520–1535

1535–1550

1550–1605

1605–1620

1620–1630 Q&A facilitated by Kaye Adams, TV Presenter and Radio Host


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You’re Invited

CCA VIP Reception Celebrating Success15 November 2017Each year we invite our Accredited Members to join us for a VIP reception to celebrate their success and achievement with CCA Global Standard©.

This year, we extend the invitation to all of our Convention delegates. There will be a short Awards presentation at around 5.30pm on the 15th November. Thereafter, we invite you to join us for a celebratory glass of champagne!

We hope you will agree this is a fabulous way to end our first day of CCA Convention 2017.

1630–1700


Keynote: How to inspire people to be extraordinary, not just ordinary William Montgomery, CEO, TENWilliam will share some of his thoughts on how to help you, as a leader, realise the potential of the individuals and teams you work with.

Customer Service 2020: ‘The best way to predict the future is to invent it’ – Be part of it Anne Marie Forsyth, Chief Executive, CCAAs a service sector economy, the service experience should be firmly recognised as the prime product rather than an add on. A failure to understand this leads to flawed thinking about its importance.

Many organisations are trying to make sense of how it all comes together; what’s the balance required between machine and automation and intervention from skilled operators? Regardless of what the tipping point is, as an industry we must use our experience and expertise to join forces in creating a blue-print for customer service.

Champagne Reception

1700–1720

1720–1740

1740–1830


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Industry Keynote: The Engagement Effect Greg Reed, Chief Executive Officer, HomeServe Membership

With more than two million customers and almost 3,000 employees, HomeServe is one of the UK’s leading home assistance providers.

Chief Executive, Greg Reed will discuss the importance of culture, what it looks like in HomeServe, why it appeals to millennials who are making up an increasing proportion of the workforce, and the phenomenal impact that a positive working environment has on customer satisfaction.

Coffee & Networking

Day 2 Programme – 16 November Industry keynotes, thought-leadership content and expert analysis.

0900–0915 Chairperson: Kaye Adams, TV Presenter and Radio Host

Welcome and introduction to the day ahead from Kaye.

The Workforce of the Future According to CCA research, 74% of those surveyed report that a key skill for the future contact centre agent is the ability to handle multi-channel interactions. However, 1 in 5 (21%) report that they do not believe their advisors receive sufficient training to service complex interactions.

ACCREDITED MEMBER

0915–1000

1000–1020

The Changing Face of Customer Experience – Industry Debate The power of the human touch in a digital world –Conundrum or opportunity?

Kaye will facilitate a lively industry debate setting out customer expectations by the year 2020 and setting the scene for the day ahead.

Setting the scene: Building a high performing team Leon Smith, Captain of GB Davis Cup Team

Leon Smith, OBE is a British tennis coach and has been captain of the Great Britain Davis Cup team since 2010, guiding Great Britain to win the 2015 Davis Cup.

Using his 20+ years experience, Leon will focus on the power of high-performance coaching and effective team management and how we can apply these principles to today’s customer service operations.

A view from the front-line Ola Clark & Carla Savelli, Atos

Two colleagues from Atos will join us and share their personal views and experience on what customer service means today and the challenges of dealing with complex, multi-channel interactions at the front-line.

1045–1115

1115–1145

Q&A facilitated by Kaye Adams, TV Presenter and Radio Host 1035–1045

1020–1035

Mike Baker CBE Director Personal Tax Operations, HMRC

Dr Liberty Vittert University of Glasgow

Lesley Heaney Head of Consumer Service at Telefónica UK

Christine Nunn Head of Service Improvement, Student Loans Company

Anne Marie Forsyth CEO, CCA

Panelists include:


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Discussion 1 Behavioural change Session Chair: Mark Bloom, Sr. Director, Strategy & Operations, Salesforce

Case Study: Jules Collins, Head of Telephony Operations, Nationwide Building Society & Lesley Kragt, Principal Consultant, iESEJulie will share with us the journey that Nationwide has been on which includes the introduction of an active management culture within the contact centre that focuses on changing behaviours to deliver better outcomes. The programme has been supported by iESE.

Case Study: Rich Alvis, Director of Customer Service & Quality, HarperCollins In a landscape with a growing disconnect across the business between different teams and departments, Rich will share how a focus on communication and the introduction of a new engagement framework to effect change and opinion revolutionised a very traditional workforce in an extremely challenging cost environment.

Discussion 2 Omni-channel Customer Experience

Session Chair: Paula Kennedy, Vice President, Global Account Management, Convergys

Case Study: Maureen McIntosh, Head of Customer Experience, SGN In the 11 years since transformation, SGN has developed into one of the country’s leading energy delivery companies and is proud to be the UK’s No 1 GDN for customer satisfaction. The journey to No 1 has seen them move from a culture of industrial engineering to one where they instinctively put safety and customers at the heart of the operation.

Presentation: David Johnstone, Managing Director, After Digital

Thinking big - the omni-channel customer experience

Customer experiences are emotional and impacted by every interaction with your brand. In a multi-channel, multi-modal world, it’s important to take a step back and assess things from the end user’s perspective. Using examples, we’ll explore how companies are best serving their customers and driving real, tangible results.

Discussion 3 Customer Experience Journey Mapping in partnership with Oracle

Understand how Oracle can help you deliver a fully connected customer experience via a unique fast and furious CX Journey.

Break-Out Sessions

Underpinning the ambition and strategy of many organisations is CCA Global Standard©. Leading organisations, who demonstrate excellence, will share first-hand their experiences, challenges and how they have responded including their plans for continued success. Delegates can choose to attend one of the following sessions:

1145–1245

Lunch & Networking1245–1400

Industry Keynote: Ben Page, Chief Executive, Ipsos MORI

Ben will look at the mood of Britain in 2017 and what it means for customer experience – and those trying to improve it

1400–1415

ACCREDITED MEMBER


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Expert Analysis: The reality of CX measurement Dr Liberty Vittert, Mitchell Lecturer, University of Glasgow

Liberty will give insights and understanding into the misuse, misleading, innocent or otherwise, and true power of statistics and data in the work that you do every day using incredible industry examples on both sides of the customer service experience.

Industry Keynote: The changing face of customer service Chris Stroud, Director Customer Management & James Leech, Head of Digital Contact, Technology & Innovation – Customer Management Centres, Sainsbury’s Argos

Chris and James will discuss how customer demands have changed over recent years and how the business has planned for and adapted to these changes. This will include some current examples along with future plans to create a winning formula in the Customer Management Centre environment.

Discussion 1 – The Workforce of the Future

Session Chair: Steve Fearon, VP – Applications for Offices of Finance, Supply Chain & HR, Oracle

Case Study: Mark Walton, Vice President - Europe, Arise Virtual Solutions & Pauline Cochrane, Head of Strategic Partnerships, CCA

A view from the front-line – leaders are you listening?

CCA research partners Arise will showcase the results from our latest research project that will answer the critical questions on the minds of customer service teams today.

Case Study: Paul Watson, Business Manager, Barclays Global Contact Centres

#leadershiprocks – Creating a leadership movement to accelerate customer experience transformation

Barclays have designed colleague engagement activity bespoke for frontline colleagues and operational leaders to connect people across their global locations and teams, creating strong colleague empathy and understanding that together, as part of a global team, unlocks customer experience. Colleague recognition and celebrating global collective achievements is fundamental to driving an incredible customer and colleague culture – hear how Barclays do this through their SB17 events – truly created for colleagues by colleagues.

1445–1515

1415–1445

Coffee & Networking1515–1540

Break-Out Sessions1540–1640


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ACCREDITED MEMBER

Break-Out Sessions

Discussion 2 Achieving Customer Service Excellence

Session Chair: Nicola Collister, CEO, Custerian

Speaker: Julie Howe, Quality Assurance Manager, Journeycall Journeycall first achieved CCA Global Standard© Accreditation in April 2016 and since then have used it to drive forward customer service excellence across the business. Julie will share their journey so far and their ambitions for the future.

Speaker: Laura Irvine, Partner & Solicitor Advocate, BTO Solicitors LLP

Helping you prepare for GDPR

We have until May 2018 to comply with the new regulations that underpins data-driven marketing. We will help you prepare for the implications of personalisation in a world where consumer privacy awareness and global legislation can restrict the use of data.

Discussion 3 A meeting of minds

Speaker: Luis Lemus, Global Customer Engagement Director, Plantronics

How engagement and well-being supports the drive for global service excellence

Plantronics’ Customer Care team provide support to Plantronics’ B2B and B2C customers 24 hours a day, six days a week from four support centres in four locations worldwide, and increasingly by skilled homeworkers.

Having held CCA Global Standard© for many years, and most recently becoming the first company to achieve CCA Accreditation world-wide, Plantronics recognises that providing excellent customer service is key to converting customers into net promoters and loyal, brand ambassadors.

Luis will explain how employee engagement and well-being is critical to their success. He will discuss Plantronics’ Human Resources Strategy and how it has enabled colleagues to identify opportunities to save customers time, enhance the agent experience and improve business performance.

Speaker: Kate Mollinson, CBT Therapist, NHS 24More than 1 million people work in front-line customer service, providing a critical interface to your organisation – the importance of the role they play cannot be over-looked.

Can you talk about mental health at work? It’s something that affects one in six of us.

Kate Mollinson, CBT Therapist at NHS 24 will help us understand how to manage stress in the workplace and how to respond and support colleagues. Kate will also give us our own DIY kit to help provide calm and support wellbeing in stressful situations.

Discussion 4 Customer Experience Journey Mapping in partnership with Oracle

Understand how Oracle can help you deliver a fully connected customer experience via a unique fast and furious CX Journey.

ACCREDITED MEMBER

ACCREDITED MEMBER


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Sponsor Profiles

Platinum

SalesforceSalesforce, the global CRM leader, enables companies to connect to their customers in a whole new way. With its innovative Customer Success Platform, Salesforce sets the global standard for customer relationship management, engagement, and intelligence by integrating sales, service, marketing, community, analytics, IoT, and app development in a trusted cloud for businesses of every size and industry.

For more information, visit www.salesforce.com

Gala Dinner Partner

PlantronicsPlantronics offer end-to-end services that help contact centres. We’re more than just hardware. What’s special is our expertise. We help deploy, manage and support your headset investment. Our services include site inspections and audits to ensure the right device. And after deployment, we offer training, reviews and 24/7 support. Making sure you’ve got what you need.

Our headsets are used in contact centres all across the world. They’ve even featured in numerous films and high profile events, including the historic “One small step for man” transmission from the moon in 1969. For more information, please visit www.plantronics.com/uk

Gold

ServionServion enables business transformation for enterprises in the area of Customer Experience Management (CEM). Over the past two decades, Servion has evolved from being a single channel (voice) interaction expert to being an industry pioneer in omnichannel customer experience. Servion manages over 10 billion customer interactions annually across 60 countries in 6 continents. 3 out of the top 5 banks, 2 out of the top 5 insurance firms and 5 out of the top 10 telcos work with Servion to improve their customer experience. For more information, visit www.servion.com

VodafoneVodafone is one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 55 more, and fixed broadband operations in 17 markets. For more information please visit: www.vodafone.com

Vodafone Global Enterprise, a subsidiary business unit of Vodafone Group, provides a comprehensive range of managed communications services to many of the world’s leading global companies. It supports communications wherever its customers are present: Europe, the Middle East, Africa, Asia Pacific and the Americas. Please visit: www.enterprise.vodafone.com

Silver

AriseArise Virtual Solutions is a work-at-home, Business Process Outsourcing (BPO) company that uniquely blends crowdsourcing innovation, cloud-based technology and operational efficiencies to power its services and solutions. Recognised as a pioneer in the call centre industry, Arise has been delivering services in the cloud for nearly a decade through its network of tens of thousands of independent, home-based customer service, sales, and technical support providers in the UK, Ireland, Canada and the USA. For more information, please visit www.ariseworkfromhome.co.uk

eGaineGain customer engagement solutions make digital transformation easy for leading brands. Based on a unified omni-channel platform for AI knowledge-powered customer engagement, our top-rated cloud applications for web, mobile, social and contact centres help deliver connected customer journeys across touchpoints, while enabling the business to optimise those journeys and contact center performance. For more information, please visit www.egain.com

GammaGamma is a tier 1 provider of business voice, data, mobile and cloud services, either fully converged or integrated and delivered in a transparent managed services relationship. Unlike many providers, we’re not beholden to costly legacy assets. We are next generation in our thinking and our network.

We focus on availability, reliability and quality of our network and platforms that underpin our solutions, whatever the challenge. All designed to help remove cost and complexity from communications infrastructures.

Customers remain in control of their communications estates whilst relying on the Gamma network and support of knowledgeable and responsive customer advocates. For more information, visit www.gamma.co.uk


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OracleWith more than 420,000 customers - including 100 of the fortune 100 - and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services and engineered systems.

Customers worldwide rely on Oracle’s complete, moder, and secure portfolio of industry applications. Oracle offers maximum choice and flexibility, including SaaS applications for customer experience, enteprise performance management, enterprise resource planning, human capital management, supply chain management, and more. Oracle’s solutions supports organisations and companies of all sizes for all types of cloud-based scenarios, including public, private, and hybrid clouds. For more information, please visit: www.oracle.com

RingCentralRingCentral, Inc. is a leading provider of global enterprise cloud communications and collaboration solutions. More flexible and cost-effective than legacy on-premises systems, RingCentral empowers today’s mobile and distributed workforce to communicate, collaborate, and connect from anywhere, on any device. RingCentral unifies voice, video, team messaging and collaboration, conferencing, online meetings, and integrated contact center solutions. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. For more information, please visit www.ringcentral.co.uk

TwilioTwilio’s mission is to fuel the future of customer and business communications. Developers and businesses, such as ING, Airbnb, Coca-Cola, and EMC, use Twilio to make communications relevant and contextual by embedding messaging, voice, video, and authentication capabilities directly into their web, desktop, and mobile software.

We take care of the messy telecom hardware and expose a globally available cloud API that developers can interact with to build intelligent and complex communications systems. Twilio is reinventing the communications market, by migrating from its 150-year legacy in hardware to its future in software. For more information, please visit www.twilio.com

Exhibitors

EvaluagentEvaluAgent is on a mission to transform the world’s contact centres through a range of innovative software solutions that are cloud-based, proven in the field, and supported by experts.

This pioneering approach is exemplified by its best-of-breed Quality Monitoring software that guarantees you’ll never have to refer to a spreadsheet ever again! For more information, please visit www.evaluagent.com

InjixoContact centres of all sizes, all over the world use injixo’s cloud workforce management solution every day to schedule their employees. injixo helps contact centres by automatically forecasting future workloads for all channels and calculating staffing requirements in the most efficient way taking into account all relevant KPI’s. injixo empowers employees to actively take part in the scheduling process, accessing shifts and managing leave on the move, via their mobile device. Conveniently connect your ACD and other external data sources to injixo and make decisions that impact your customers in real-time! For more information, please visit www.injixo.com/uk

KuraKura provides award winning outsourced contact centre services from its four locations across the UK. Our software subsidiary, Inisoft, develops omni-channel customer engagement solutions, including unified agent desktops, which are sold globally and used by many leading brands. Kura is in business because we want to help people to develop and reach their full potential. We’re building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our vision is, to one day, be recognised as “Unrivalled in Developing People”. To find out more, please visit www.wearekura.com or www.inisoft.com

Noble SystemsNoble Systems is a global leader in the customer communications industry, providing innovative solutions for Contact Centre, Workforce Management, and Analytics technologies. Tens of thousands of agents at 4,000+ client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound and blended omnichannel communications, strategy planning, resource management and compliance tools for companies of all sizes. Our premise, cloud, and hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, regulatory compliance, interaction analytics and workforce management. For more information, please visit: www.noblesys.com

Digital Partner

After DigitalAfter Digital is an award-winning digital agency with over 19 years’ experience in delivering innovative digital solutions including: strategy and transformation consultation; UX & responsive web design and development; content strategy; SEO management; social media; PPC and online display advertising. For more information, please visit www.afterdigital.co.uk.


Useful Info

Notes

@CCA_Global

@Annemarie CCA#CCACon17

Wireless

BT Open Zone

Password: glahi1117

CCA Excellence Awards and Gala Dinner

Venue: Hilton Glasow

Start time: 1900 - Registration + Champagne Reception

Carriages: 02.00 am

Dress code: Black tie

Twitter: @CCA_Global

@AnnemarieCCA

#CCACon17

Taxi number 0141 429 7070

CCA Event Team

Louise Harley 07803 905776

Sharon Johnston 07973 757362

Pauline Cochrane 07971 042408

Katie White 07940 267239

Sophie Connors 07712 523404

Martin Coughlin 07921 461779

Facebook “f ” Logo CMYK / .eps Facebook “f ” Logo CMYK / .eps


CCA Annual Convention 2017 · Head of Contact, Sussex Police ... Laura Irvine Partner & Solicitor...

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Transcript of CCA Annual Convention 2017 · Head of Contact, Sussex Police ... Laura Irvine Partner & Solicitor...