Join us, and the European Call Centre and Customer Service Awards organisers to find out what it takes to be an award winning contact centre.


14.00 Arrival and Refreshments

14:30 Welcome & Introductions, UBM and Sabio

14:45 Digital Customer Service – Winning the new multi-channel award sponsored by Sabio, Matt Dyer, Sabio's Head of Multi-Channel Solutions and judge of this new category

In this session Matt will talk about how multi-channel customer service is changing the contact centre industry in the coming year.

15.15 Customer Multi-Channel Case Study, UCAS

Last year's award winner, UCAS will be sharing insights about its social customer service solutions and approach.

15.45 Break

16:00 How to win a Technology Award, Barclays Wealth

Believe the customer service technology within your organisation deserves to be recognised? Hear how previous technology award winner, Barclays Wealth were successful.

16:30 How to build and maintain an award winning contact centre

In this session Sabio's Stuart Dorman will interview Matt Kemp from multi-award winning Contact Centre, Lebara, to probe how Lebara wins awards year after year.

17.00 Winners Q & A - Panel

Your chance to quiz Sabio experts, judges and some of last year's ECCCSA winners.

Want to pose a question to the panel? Tweet your question using #no1custserv and we'll ask on your behalf.

17:45 Closing RemarksUBM and Sabio

18:00 Networking drinks and canapés

Twitter @sabiosense #no1custserv

*Please note that the agenda is subject to change