Drawing on BTs in-depth experience as a global practitioner and our expertise as a leading supplier, we can deliver Customer Relationship Management (CRM) solutions that enable you to focus cost effectively on activities that add value.

If you want to improve a single area of customer management, or embrace opportunities offered by the latest cloud-based services, or mitigate potential exposure to the unexpected, we have the business understanding, the portfolio range, the partners and the deployment expertise to accompany you on your journey to making your contact centre more efficient.

Wherever you are on your journey, we can take you to where you want to be, at your own pace. Our proven capacity for systems integration means we can work with your existing contact centre investment. And the rise in cloud services allows us to offer innovative features such as payment and business continuity options, as well as fully scalable solutions, so you can flex up and down to meet demand – and simply pay as you go.

A key strength of our approach to providing excellence in our customer management solutions lies in our partnerships. We have longstanding relationships with world-leading contact centre technology providers.

We recognise that no one solution fits everyone. Every organisation, of course, has specific needs. So these relationships are vital; they translate into real choice, and give us the freedom to offer the very best solution for you.

Our credentials

Experience – as a practitioner, we run contact centres around the world:

• We manage over 8 billion minutes on our Global Inbound Network
• We employ over 13,400 agents
• We handle 135 million calls per year
• We handle over 46 million online transactions every year
• We handle 40 million self-service transactions per year
• We handle 1 million emails and chats per year
• We serve 22.6 million lines.

Expertise – as a supplier, we have over 25 years’ experience ofdelivering customer management solutions:

• We’ve established 4,000 contact centres globally to over 1,000 customers

We provide solutions to:

• Over 75 per cent of the world’s largest banks
• 11 out of 20 of the largest airlines
• 13 of the top 20 pharmaceutical companies
• 8 out of 10 of the world’s largest utility companies
• We have deployed the world’s largest hosted contact centre– 32,000 seats
• We operate in 173 countries.

Confirmit provides software that enables organisations to conduct Customer Feedback, Employee Feedback, and Market Research programmes.

Launched in 2009, Confirmit's Contact Centre solution allows businesses to deploy tailored surveys that gather customer feedback through any channel, including Web and IVR immediately after a customer uses the contact centre. Contact Centre managers can access that feedback in real time while live exception handling for significant issues builds a framework for resolution. Customised reports, delivered to key stakeholders allow a big picture approach to providing outstanding customer experiences.

Our customers are primarily Global 5000 companies and Market Research agencies worldwide, who use our wide range of products for feedback/data collection, panel management, data processing, analysis, and reporting. The 2007 merger of Confirmit and Pulse Train allowed Confirmit to evolve its product portfolio and offer a range of best-of-breed solutions.

Confirmit is the world’s leading SaaS software vendor for Customer Feedback, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Guildford, London, Moscow, New York, San Francisco, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Santiago, Sydney, and Tokyo.

Customer Innovations helps organizations influence the choices that customers make in areas where customer behavior is critical to business success:

• Winning more sales opportunities by influencing customers’ purchase choices
• Retaining more customers by influencing customers’ loyalty behavior
• Improving profit by influencing how customers make price – value tradeoffs
• Increasing revenue by influencing visit frequency and size of purchase
• Improving customers’ acceptance of changes in pricing, products and services
• Driving word of mouth by influencing customer advocacy and story telling.

We recognize that it is not possible to influence what customers do without understanding why they behave the way they do. Our proprietary approach, grounded in behavioral science and behavioral economics, helps clarify the complex interaction between what customers think, feel, and ultimately do, allowing you to design products, services, and experiences that resonate with and influence natural behavioral pathways.

We’ve helped companies achieve bottom line improvements of 10-25% in the form of longer term relationships, incremental sales, reduced acquisition costs, positive word of mouth, higher price realization, and improved productivity of customer-facing operations. Most of our work has been with organizations that deal with complex networks of “customers” including agents, distributors, brokers, retailers, and other influencers.

Since its founding in 1923, The Walt Disney Company and its affiliated companies have remained faithful to their commitment to produce unparalleled entertainment experiences based on the rich legacy of quality creative content and exceptional storytelling. The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with four business segments: media networks, parks and resorts, studio entertainment and consumer products.

Itracks is a world-leading provider of online data collection and online marketing services.  We provide online qualitative and quantitative research tools, online marketing research communities, online panels, concept-testing tools and custom development.  Itracks specializes in highly complex multi-country studies and has software available in over 20 languages.  

Our products are designed to help your company make informed decisions and reduce your marketing budget.  Leading market research professionals and Fortune 500 companies recognize Itracks' online applications as the most client-focused, reliable and flexible available.  

Itracks pioneered online qualitative research and has conducted over 10,000 online sessions.

Your customers are everywhere. Are you? Lithium helps you find your social customers, understand their influence, and build lasting relationships. For market leaders such as Best Buy, BT, Virgin Atlantic, Logitech, HP, Research In Motion Limited (RIM) or PayPal, Lithium is the leading provider of social customer solutions that deliver real business results. The Lithium Social Customer Suite offers complete social monitoring, a comprehensive community platform, and actionable analytics across millions of blogs, forums, and social networking sites. Our technology based on gaming dynamics is proven in high-volume, growth environments and provides security, open and custom APIs, and multi-language support. Founded in 2001, Lithium is privately held with headquarters in Emeryville, California, and offices in London and Zürich. For more information, visit www.lithium.com. Or, engage with us on Twitter, Facebook, and our community – the Lithosphere.
 

ResponseTek provides on-demand customer experience management (CEM) software and solutions to help companies continually improve the quality and consistency of the delivered customer experience.

ResponseTek was founded in 1999 to provide companies critical information for running their businesses – the voice of their customers. ResponseTek has subsequently become the leading global provider of Customer Experience Management (CEM) software solutions, working for some of the world’s leading brands, including HSBC, Aon Corporation, Barclays Stockbrokers, and lastminute.com.

ResponseTek:CEM has been designed to measure and report on customer experiences, capturing insights on customer experiences when and where they occur, and delivering them continuously and in real-time. The goal? To improve customer experiences, and improve your business.

Storyminers is Mike Wittenstein’s strategy studio where he and his team help service brands design and deploy customer experiences that create raving fans and unassailable brands. Al at an affordable cost with a keen focus on ROI.

http://www.storyminers.com

First-class service increases customer loyalty and company revenue, and SYKES delivers just that – high-quality customer contact management that keeps customers happy.

We leverage more than 30 years’ experience in the financial services, telecommunications and technology industries to help our clients maximise customer experience, drive efficiencies, and increase profitability.

When we partner with organizations, we identify and understand the unique challenges they face and tailor our range of innovative product solutions to answer their needs. In EMEA, we help customers in 13 countries, and in 25 languages, but our footprint extends around the globe.

Our long experience, high operating standards, and commitment to operational excellence bring differentiation for our clients. SYKES delivers exceptional performance and value for money because we focus on core strengths and in industries where our experience and capabilities have the greatest impact.

We recognise that our clients’ needs are many and varied and we know that one size doesn’t fit all. By careful evaluation and attention to detail SYKES improves performance standards to satisfy the most demanding and complex situations. Our core values of operational excellence, deep expertise and providing value for money help our clients achieve success.

SYKES. Real People, Real Solutions.

SynGro is a world leader in enabling large organisations to increase their customer loyalty, retention and profitability by capturing, managing and driving action from a Voice of the Customer programme.

By capturing the Voice of the Customer whether it is direct, indirect or inferred across any channel and combining it with clients’ operational systems and data, SynGro enables clients to evolve their customer engagement and create a customer centric culture.

Focused on the enterprise sector of the Voice of the Customer market, SynGro’s key clients include Stora Enso, OutoKumpu, Heineken and JP Morgan.

SynGro’s clients capture real-time customer feedback across web, mobile, call centre and face to face channels in 61 countries and 40 languages.

Threads Qualitative Research is a global marketing research firm with an approach based in consumer anthropology. Our data collection methods integrate classic anthropological research with the latest technologies to Reach participants efficiently and effectively across wide geographic areas; Empower participants to share private information wherever they are and on their own terms; and Provide naturalistic observation to reveal the difference between what is said and done.

Vovici - who in July 2011 were acquired by Verint - helps companies like Oracle, Epson, Financial Times, Honda, and Coca-Cola engage their customers and increase customer loyalty through innovative Voice of the Customer technology solutions. Our survey, panel management, and community solutions help organizations turn feedback into action by integrating customer and employee opinions into a company’s strategic direction so that it can innovate and deliver the solutions that are in demand. Organizations worldwide, including more than half of the Global 500, rely on Vovici for Enterprise Feedback Management. Visit www.vovici.com for more information.

Verint Systems Inc. provide business intelligence solutions to more than 10,000 organisations in over 150 countries worldwide, and supply to over 85% of the US Fortune 100.

Call Centre Helper is the UK's most popular call centre magazine with over 80,000 readers. It is a free, weekly on-line magazine aimed at giving call centre people advice on how to make their businesses work more effectively.

There are 4 distinct call centre areas - management, technology, life and jobs - the aim is to help readers navigate swiftly to the area that interests them most. There are many regular features including 'top tips' articles and panel discussions that ask experienced people to answer real-life contact centre problems faced by their peers. We have also produced a number of reference guides aiming to be the main source of content on the internet for specialist call centre areas.

So, for advice and tips on managment, technology and working life, visit Call Centre Helper at www.callcentrehelper.com.

Established in 1994 to promote the profession of call centre management the Call Centre Management Association (UK) is an independent, not for profit organisation for Call Centre Managers, Supervisors and Team Managers funded by membership subscriptions.

The CCMA is run on an unpaid, voluntary basis by an elected Board of call centre professionals who give up their own time to put something back into their industry and help to support others.

There are around 600 CCMA members in the UK and our mission is to contribute to the continuous professional development of call centre managers and supervisors and to assist wherever we can in sourcing high quality training courses. www.ccma.org.uk

CSN is one of the UK’s largest and most successful customer service networking organisations. We support organisations on their journey to service excellence through a range of services including; assessment, benchmarking, training, consultancy and complaints management. Through our multi-channel surveys we measure customer and employee perception, identify key areas of importance, and recommend actions that deliver real improvements by providing user-friendly interactive reports, alerts, presentations and live on-line results. CSN are all about supporting organisations with best practice solutions, advice and helping them deliver the things their customers really want.

The Customer Service Training Network was formed in 2007 by Don Hales.  The Customer Service Training Network provides a forum for everyone with an interest in coaching, training and development in the field of customer experience management.  As well as providing regular meetings and networking events throughout the country, the organisation holds an annual awards ceremony and is developing a trainer accreditation programme.

MyCustomer.com is the leading online community for CRM professionals in the UK, serving over 70,000 members with a wealth of breaking news, features, research and analysis, and forums; covering key topics including: Customer Intelligence; Customer communication; and Customer service and experience.
Visit us at www.mycustomer.com
 

SOCAPiE is an independent, not-for-profit membership body and is Europe’s oldest professional body for customer service and consumer affairs. It has affiliations across the globe and there are SOCAP organisations throughout the world including USA, Australia, New Zealand, South Africa, Japan, Korea, Brazil and Canada. There are over 4,000 members world-wide.

SOCAPiE is unique in representing Consumer Affairs and Customer Service Professionals throughout Europe.

We promote the exchange of ideas, expertise and opinions within the customer service industry and develop and encourage a higher professional profile for those working in Customer Service.

For more information about SOCAPiE go to: www.socapie.eu

At Therapy Solutions we believe that people are a company’s most valuable asset. Their performance, motivation and wellbeing are vital to its success and are therefore core of our philosophy.

Our exclusive seated massage designed to energise and invigorate employees while counteracting the effects of workstation strain has been developed specifically to improve performance and reduce sickness absence.

Having Therapy Solutions involved in your staff care programmes will reduce stress and muscular skeletal disorders and promote wellbeing, boosting performance and reducing absenteeism.

Why not try it for yourself? A complimentary massage is available for every delegate at the show, please visit our stand or contact us in advance to book a convenient time.

We are also offering a limited number of free, no obligation trials at delegate’s premises and a free prize draw to win a therapist for the day at your site.

If you want to find out why Therapy Solutions are already working with organisations such as Orange, British Gas, Carlsberg, Admiral Insurance, Allianz, and Capita (criminal records bureau) please visit our stand.

The UK’s leading experts in customer experience measurement with a proven track record of improving companies’ loyalty and profit.

Specialising in measuring customers’ satisfaction and loyalty.

We provide clear, relevant and actionable data that will drive changes in behaviour. We provide i nformative, reliable, benchmarkable results (NPS, Sat Index, satisfaction, loyalty & importance scores, customer experience modelling, vox pops) and compelling commercial reasons why customer loyalty pays (using your internal data to put £s against customer satisfaction)

We are more than collecting and delivering data, we motivate and support our clients to translate results in to action. We:

• Introduce you to other clients
• Send you Stakeholder Magazine
• Invite you to latest thinking briefings & training

With experience across all industries our client list includes Allied Irish, British Gypsum/Saint Gobain, City & Guilds, Cooperative Group, Direct Line, LV=, Rolls Royce, Royal Bank of Scotland, Visa, VW and YHA.

The WOW! Awards is the UK’s only national award for customer service based purely on customer nominations. 

Benefits of using The WOW! Awards include:- 

• Improved employee morale
• Improved manager/employee/customer engagement
• Increased customer feedback
• Improved discretionary effort
• Improved employee attendance and retention
• A positive way to promote your business.

Mission statement:  To raise standards of customer service in the UK to the point that visitors from Florida say, “WOW!  Have you seen what a great job the Brits are doing!”

Managing Director and creator of The WOW! Awards is Derek Williams – one of the UK’s leading authorities on customer service, an international speaker and author on the subject and a past Chief Executive of the Society of Consumer Affairs Professionals.

Jacada (NASDAQ: JCDA) is a software company and leading provider of next-generation contact centre productivity solutions that help customers rapidly simplify and improve high-value business processes without the need for long and expensive system replacement projects. Jacada solutions simplify, automate and optimise work processes across disperate business systems, eliminating inefficiencies and boosting productivity.

The modern customer service representative is tasked with doing more than ever - from handling basic customer service enquiries to performing complex sales transactions. As a result, demand is steadily growing for tools that enable agents to effectively execute increasingly complex tasks. Jacada addresses this demand with Jacada^® Workspace and Jacada^® Fusion.

The Unified Desktop for Contact Centres

Jacada® WorkSpace is a unified desktop for the call centre that provides an intelligent view of all relevant data and processes required by the agent (CSR) to effectively and efficiently complete a customer interaction. Jacada WorkSpace represents the next generation of contact centre desktops, using state-of-the-art technology to delivery a platform for managing and integrating all tools and applications. Jacada WorkSpace provides sophisticated CTI support and state management facilities for supporting multiple channels of communications. Jacada WorkSpace can deploy as a browser-based ‘thin client’ enabling an organisation to more easily support virtual customer service models, work-at-home agents and outsourcing.

Jacada WorkSpace integrates with your existing systems through the use of open standard APIs and web services, or non-invasively through Jacada Fusion.

Jacada® Fusion is our non-invasive process optimisation platform for simplifying user interactions with existing systems and web service-enabling these systems for use in Service Orientated Architectures, Event Driven Architectures and the delivery of composite applications. Jacada Fusion allows any application – legacy green screen, Windows or web – to be service-enabled. Jacada Fusion helps organisations unify multiple applications into one desktop presentation, improve efficiency and accuracy by eliminating redundant data entry, and streamline business processes.

Jacada eliminates the inefficiency of the desktop maze by providing the agent with an intelligent interface to access the multitude of disparate systems and resources needed to effectively perform his or her job.

The Jacada Unified Service Desktop solution features the following powerful capabilities:

• An ‘Intelligent’ View – Jacada WorkSpace can dynamically alter the appearance and arrangement of the desktop to adapt to the specific function the agent is performing. Most contact centre agents deal with tens, if not hundreds, of call types. A ‘single’ view of the customer is no longer appropriate. Today’s call centres require an intelligent view of data and processes to most effectively and efficiently interact with customers. A dynamic, intelligent desktop is enabling organisations to achieve that elusive Universal Agent model.
• Dynamic Interaction Flows – A powerful and easy-to-use interaction management tool enables business analysts to design, modify and deploy intelligent interaction flows to guide the agent through the unique aspects of any call type. The interaction model chosen can be driven by a selection made in the IVR, the role or skill level of the agent, or by actions taken by the agent during the call.
• Single Sign-On – Jacada WorkSpace eliminates redundant log-in activity by enabling agents. Jacada WorkSpace can automate the launching and sign-on to all required applications through a single ID and password.
• Desktop Automation – Jacada WorkSpace can automate redundant or time consuming tasks at the desktop to speed processing time and free the agent to focus on the customer and not time consuming navigational tasks. This feature can open and display applications when and where they are needed, automate redundant data entry, and even ‘watch’ what the agent is doing, to trigger events or alerts based on agent navigation or data input.
• Web Service Automation – Using Jacada Fusion, any business application can be web service-enabled. This means Jacada WorkSpace can use the data and process logic from the application by invoking open standard web services – hiding the complexity of the application from the agent. It also means that the web service-enabled application can actually be removed from the desktop, providing for a smaller desktop footprint, and providing a path to a completely browser-based, thin client desktop.
• Application Nesting – Any business application or tool can be ‘nested’ within Jacada WorkSpace in a tab or Viewlet. This provides a single point of access to any and all business applications. And using Desktop Automation, nested applications can be opened and automatically navigated to position the agent to the proper screen or even field - even data entry can be automated.
• Notifications and Alerts – Fully customisable alerts communicate critical information about customers, up-sell/cross-sell offers, or corporate information, before and during the interaction.
• SmartPad – The SmartPad eliminates redundant data entry and increases data entry accuracy. With SmartPad, the agent can select information entered in one application to be automatically populated into similar fields in other applications.
• Context-Sensitive Help and FAQs – Provide agents with easy access to pre-existing help systems, knowledge bases, information portals, frequently asked questions and other reference materials.
• Soft-Phone Features – Provides agents with call control features such as availability, call transfer, conferencing and call holding from the desktop.
• CTI Integration – Enables screen-pops of customer information as well as automatic interaction flow and offer selection based on customer ID or inputs.

By significantly reducing call handle times, training costs and error rates, the Jacada Unified Desktop Solution delivers a rapid, easily measured return on investment, with payback typically achieved in months, not years.

Unify, Simplify and Automate… and Deliver the Perfect Interaction.

“By employing the Jacada Fusion solution, Vodafone has cut the time of a successful retention call by more then half, and we completely eliminated our wrap-up process. Vodafone agents are now better informed and we have increased our up-sell opportunities. We are very pleased with the ease of use, rapid delivery time and flexibility of the solution.” - STEVE JOHNSON, Chief Architect, Vodafone UK

MarketTools is the leading provider of software and services for Enterprise Feedback Management (EFM) and Market Research. MarketTools CustomerSat is a Web-based EFM solution used by the world’s leading businesses to capture, analyze, and act on feedback from customers, employees, and partners. MarketTools helps clients optimize satisfaction and loyalty programs that deliver high-value business impact.
 

The Selfservice Company originated in Rotterdam in the Netherlands and has been a provider of Virtual Assistant technology for the last 6 years. Now with additional offices in the UK and Germany, The Selfservice Company is working with a large number of European companies by providing Virtual Assistants that can recognise and answer customer questions based on real natural language processing. This is typically initiated by starting an automated dialogue with a focus of providing a single answer to any question instead of a FAQ list which puts stress on the customer.

The Selfservice Company provides a fully hosted SaaS solution with the ability to integrate into most enterprise environments (whether CRM/API’s/KB etc), with supporting capability providing knowledge maintenance services to optimise recognition and identify the gaps in the knowledge base.  The Selfservice Company has its own knowledge base system and can support a multichannel knowledge base, for example with organisations such as RightNow Technologies Inc, KANA etc

The Selfservice Company customers typically realise email traffic reduced 50%, call volumes 10% on average with sales conversion going up (through better information online, increased trust and willingness to buy). Also CSAT and NPS improve (we see a remarkable improvement compared with a regular FAQ search) along with customer insight: not only by reporting the customer needs but also reporting the words customers are using to describe a product of problem.

Review

The Selfservice Company answered over 60 million customer questions in 2010 with an average accuracy of question recognition over 90%. Recognised by Gartner as a ’Cool Vendor’ in 2010, growth is recognised by compelling evidence of improvements to online customer experience with leading brands in the Telco, Utilities, Retail, Travel and Finance sectors.

The Selfservice Company can be found at www.selfservicecompany.com.

Who is the principal contributor of excellent customer service and experience? Smart CRM technology? Or dedicated and highly trained frontline representatives who are the interface between their employer and customers? Undoubtedly both! 

The People 1st Training Company – the training arm of sector skills council for the hospitality, leisure, travel and tourism sector which specialises in training programmes to improve customer service, management and craft skills – champions the importance of providing an exceptional welcome.  All of our programmes are shaped by on-going research into industry needs by People 1st’s research division with input from leading employers.

We have identified and secured the exclusive rights to deliver WorldHost™ - the best customer service programme of its kind worldwide. WorldHost™ was developed by Tourism British Columbia, Canada – a country ranked consistently among the top countries in the world for its visitor ‘welcome’. Canada trained 40,000 volunteers and tourism staff to WorldHost™ standards during the Vancouver Winter Olympics in 2010 as well as almost a million people worldwide.

With WorldHost™, we help businesses across all sectors  - hospitality, leisure, travel and tourism, retail, sports, security, banking and logistics – to raise their game in customer service by training their customer-facing staff on the principles of customer service, how to communicate with those from different cultures as well as people with disabilities. 

For further information on WorldHost™ and other People 1st Training Company training programmes or to enquire about one of our forthcoming WorldHost™ introductory and taster sessions, visit our website or contact us via the details below. Alternatively, please come to our booth during the ECEW Conference.