ProtoCall One, the leading contact centre consultancy and systems integrator, will speak about virtual call centres in the core paid-for Call Centre Focus conference and will run a workshop of social media communications at the UK contact centre world’s main exhibition of the year – Call Centre & Customer Management Expo at the Birmingham NEC, 21-22 September 2010.
Andy Turner, solutions director of ProtoCall One, will speak about the challenges of building and managing virtual call centres, based on ProtoCall One’s extensive experience working with companies like Job Centre Plus, at 9.30-10.30 in the Workplace Culture & Change Management conference stream (WC01) on day two of the show – Wednesday 22nd September.
Later on the same day, ProtoCall One will also host a free workshop entitled: ‘The impact of Social Media on the contact centre – opportunity or risk?’ This session has been designed as an interactive peer-to-peer learning and networking workshop by industry luminaries and recently appointed directors of ProtoCall One – Paul Weald and Mike Havard. It will take place from 11.45 to 13.15 on Wednesday 22nd September.
The workshop will cover:
· The dangers and potential brand damage that can be caused by uncontrolled
informal customer dialogue which social media channels lend themselves to
· The relevance of social media channels for handling customer services issues and how this could and should influence contact centre operations
· Tools & techniques that contact centres can use to monitor and record social media interactions which impact brand perceptions and ultimately ROI
· ‘Early adopter’ Social Media usage case studies which illustrate the very real business benefits that have been generated by investment in social media channel development to date
ProtoCall One will also host a Consultancy Clinic, in the centre of the main hall, enabling visitors to meet with ProtoCall expert consultants for a free 30-minute consultation on customer services and contact centre operations management issues. To register please email email@example.com and state the contact centre issue you are trying to solve and a preferred meeting slot between 9am and 4pm on either of the show dates.
ProtoCall One will also be represented on the stand of one of its technology partners – workforce optimisation specialist OpenWave (B26).
ProtoCall One’s strategy director, Paul Weald, also sits on the judging panel for the European Call Centre Awards (ECCA) 2010 to be held at the nearby Hilton Birmingham Metropole Hotel on the evening of Tuesday 21st September. And, ProtoCall One will host a table of partners and customers at the awards dinner.
Jason Sparks, commercial director, commented:
“Call Centre Expo provides us with a unique opportunity to meet face-to-face with customers, technology partners and prospects as well as to present on innovative topics such as social media communications and virtual call centres. Our deeper engagement this year follows a period of strong growth for the company.”