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.

Agenda

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