Contact Centre & Help Desk Forum to raise industry standards

IIR's Contact Centre & Help Desk Forum, together with the support of the two endorsing bodies: the CCA (Customer Contact Association) and the HDI (Help Desk Institute) will show organisations how to narrow this gap by improving their processes.

Anne Marie Forsyth, CEO of the Customer Contact Association (CCA) said 'The CCA are delighted to be working with IIR at this event. Improved professionalism is at the heart of the CCA agenda and we look forward to meeting with delegates to discuss how we might work together to achieve these aims.'

The event features regional and international case studies from award winning organisations such as TNT, and Barclays Bank who have been recognised specifically for their contact centre and help desk functions.

'We are proud to have some of the world's leading contact centres participating at this exciting event, including European Call Centre of the Year: Barclays Bank Plc', mentioned Hannah Willson, IIR Conference Manager. 'Rob Hawthorn, Director of Customer Service will be sharing his expert knowledge with delegates on how Barclay's contact centre effectively doubled in size to 700 seats in just 12 months, and how a winning culture has been infiltrated in to this highly successful team. This case study will be a great inspiration to many of the contact centres in the region, on how to improve their performance'.

The comprehensive programme will also feature regional experts from MTC Vodafone, Mashreqbank, National Bank of Abu Dhabi, Etisalat Contact Centre and Cupola Teleservices, who will be specifically addressing the regional challenges faced in both implementing a contact centre and increasing current capabilities.

IIR's Contact Centre & Help Desk Forum, is being held at the JW Marriott Hotel in Dubai on 10 - 14 June 2006. The event includes three interactive workshops: Effectively Mapping And Managing Processes In Your Contact Centre And Help Desk, Effective Interpersonal And Analytical Skills For Contact Centre And Help Desk Professionals, and Successful Personnel Management For Contact Centre & Help Desk Departments.