CCA Convention 2012

6th – 7th November 2012, Glasgow Royal Concert Hall

THE DETAILS: CCA 18th Global Customer Contact Convention 2012

Celebrating 18 years, CCA Global Customer Contact Convention is the definitive environment in which to access the best insight, experience and future vision to shape your organisation’s response to rapidly changing customer needs.

CCA are often asked what ‘good’ looks like and for most it is the ability to offer a consistent level of service across channels. But more, it is about having customer insight, real-time for driving decisions; it’s about having outstanding employee engagement; it’s about accurately measuring the voice of the customer; it’s about choosing the right products to support your operation; it’s about offering the channels that customers want; it’s ultimately about keeping your promises. Add in to the mix growing mistrust amongst the public in large organisations and the complexity increases.

The challenge to deliver cannot be under-estimated. Making sense of it all is not for the faint-hearted.

We work with the leading brands to continually refine and review the challenges we face and how to tackle these issues for the future. There are no quick fixes; there are no silver bullets. Join us to network with fellow professionals to exchange ideas and learn from the range of expert speakers presenting. Our future prosperity depends on success in the customer service sector – be instrumental in that drive for success – be part of it!

This event will focus on the big themes we are all tackling daily, including:

• Trust and transparency – secure customer confidence in your brand
• Reducing customer dissatisfaction – getting it right first time
• More for less – is this achievable? Building the business case for investment
• Social media – taming the elephant in the room
• The future consumer – who, what, where and how will they contact?
• The future of measurement – find out the key measurements to focus on
• The future workforce – cultivating an environment for people to thrive
• Future technology – best use of technology to support success