Oct 21, 2011 - delivering the best customer service with limited resources. Budgetary restrictions ... Providing a multi
Capita’s 8th National Conference
Transforming Customer Contact in Public Services Friday 21st October 2011 – Central London
Chair: Jo Causon, Chief Executive, Institute of Customer Service Speakers Include: Chris Chant Interim Executive Director, Digital Government Cabinet Office
Roger Donald Associate Director of Multichannel NHS Direct
Dawn Flook Head of Customer Service Delivery Birmingham City Council
Neil Kenwright Customer Access Manager One Vision Housing
Christine Townsend Multimedia Producer and Social Media Specialist Sussex Police
Emma Botfield Customer Services Director, Transform Sandwell Sandwell Metropolitan Borough Council
A Capita Conference
Transforming Customer Contact in Public Services Friday 21st October 2011 – Central London Capita’s well established Transforming Customer Contact in Public Services Conference equips delegates with the skills and knowledge to overcome the challenges of providing multiple contact channels and improving workforce performance whilst delivering the best customer service with limited resources. Budgetary restrictions and customer expectations are demanding that public services provide multi channel, self-service contact for citizens. This conference prepares delegates by exploring infrastructure support, staff readiness and successful implementation of digital channels. Opening with expert guidance from the Cabinet Office, take away transferable lessons from case studies presented by award winning services. Learn from peers from across the contact centre and customer service industry, from a variety of public sector organisations on best practice including: • Realising efficiency savings through channel migration • The use of social media in contact strategies • Optimising data integration across all customer contact channels • Using customer feedback to transform services • Improving staff motivation and performance Attend to ensure you keep pace with the implementation of new technologies to reduce costly unnecessary contact and to meet ever-increasing customer expectations.
Benefits of Attending
Who Should Attend
• Understand how key lessons from the Cabinet Office, who are leading the way in going ‘digital by default’, can be applied across the wider public sector
Representatives from: • Local Authorities • Central Government and Agencies • Social Housing • Health • Police and Emergency Services • Education • Voluntary Sector
• Develop money saving strategies by streamlining front office services, moving to online transactions and improving first contact resolution • Identify how to incorporate social media to revolutionise customer contact • Ensure staff are ready to utilise new contact technologies including social media, apps and mobile web • Explore how you can integrate all contact channels to provide a seamless service • Learn how to establish feedback loops so that customer contact can be used to transform services across your whole organisation • Discover how real-time data capture can aid your first contact resolution response rate
Including the following job titles: • Contact and Call Centre Teams • One Stop Shop Teams • Call Handling Teams • Customer Care Teams • Customer Relations Teams • Customer Services and Access Teams • Customer Insight Teams • Customer Excellence Teams • Community Involvement Teams • Tenant Engagement Teams • Maintenance Service Teams • Communications Teams • ICT Teams • Web and eServices Teams • Strategy, Policy and Planning Teams • Business Transformation and Modernisation Teams • HR, Workforce Development and Training Teams • Finance, Resources and Efficiency Teams • Operations Teams • Performance and Improvement Teams
Sponsorship and Exhibitor Opportunities
Forthcoming Events
We offer a range of flexible packages which offer your organisation a platform to network and communicate with key organisations in the public sector. For further information please contact Fay James on 020 7960 7718 or email
[email protected]
Tenant Engagement – 20th September – Central London
About us
Capita’s event management service
Capita Conferences is one of the UK’s leading conference providers to the public sector. For over 15 years we have attracted diverse and cross-cutting audiences from across the police, education, central and local government, health and the voluntary sector to our events. We provide neutral forums for learning as well as excellent networking opportunities and the chance to provide feedback on policy direct to the highest levels. We pride ourselves on our thoroughly researched, incisive programmes and have secured speakers including leading politicians, Government ministers, senior civil servants, directors of charities, expert practitioners and renowned academics. We have built our reputation by working in partnership with, and on the advice of, key government departments, experts and pressure groups.
visit us at: www.capitaconferences.co.uk
Driving Forward Shared Services – 27th September – Central London New Models of Service Delivery – 29th November – Central London
Our event management service offers you the opportunity to tap into the resources and skills of a renowned market leader in the UK conference business. With ten years event management experience, we have a proven track record in co-ordinating a diverse range of events, from breakfast seminars to large-scale national policy conferences. Whether you require a complete package or selected aspects, Capita will tailor its services to meet your organisation’s specific requirements. Contact Liz Brownbill on 020 7227 6569 or email
[email protected]
CPD
To receive your certificate of attendance for CPD points please email
[email protected] quoting your name, booking reference number and the title of the event.
Programme 09.20 Registration, Tea and Coffee
12.50 Questions and Discussion
09.50 Chair’s Opening Remarks Jo Causon, Chief Executive Institute of Customer Service
13.00 Lunch
Delivering Multi Channel Access and Contact 10.00
Keynote Address: Channel Migration and Customer Access • Changing customer behaviour to bring about channel shift • Yielding efficiencies from channel migration • Optimising data integration across all channels Chris Chant Interim Executive Director, Digital Government Cabinet Office
10.30 Questions and Discussion 10.40 Delivering Excellent Customer Service and Realisation of Benefits • Utilising IT and streamlining processes into a customer service operating model • Channel shift and volume reduction • Ensuring continuous improvement Dawn Flook, Head of Customer Service Delivery Birmingham City Council
Best Customer Service Award Winner at the Guardian Public Services Awards 2010
11.10 Questions and Discussion 11.20 Tea and Coffee 11.40 A Multi Channel Approach to Government Services – NHS Direct • Providing a multi channel service, through web, apps and mobile web • Ensuring the right technology to integrate multi channel conversations into day-to-day business workflows • Ensuring staff are ready and skilled to interact with customers in the public spotlight of multi channel services • Social media relations – monitoring, managing and responding • Dealing with social media firestorms Roger Donald, Associate Director of Multi Channel NHS Direct 12.10 Questions and Discussion 12.20
Social Media for Improving Customer Contact • The Sussex Police Twitter account • Online customer care through Facebook-style interactive chat • Ensuring officers are trained in how to engage in conversation online • Using digital engagement to tailor police focus to respond to public need • Using social media to police public protest Christine Townsend Multimedia Producer and Social Media Specialist Sussex PoliceUsing Customer Contact to Transform Services
visit us at: www.capitaconferences.co.uk
14.00 Investing in Live Wireless Data Capture to Resolve Calls at First Contact • Making the case for investment • A multi-partner approach to development • Proactively using data to improve customer communications and drive behaviour • Reducing complaints and resolving calls at first contact • Realising efficiency savings Carol Cutler Director of Business Transformation and Customer Service Harrow Council
Best Contact Centre Innovation Award Winner at the Professional Planning Forum 2010
14.30 Questions and Discussion Using Customer Contact to Transform Services 14.40 Revolutionising Customer Contact and Public Service Delivery • Benchmarking performance, developing action plans and defining service standards • Using feedback gathered from internal and external customers, suppliers, partners and stakeholders to help shape future service improvements • Ensuring team structure reflects the local community it serves • Training and staff development: professional awards and apprenticeships Emma Botfield Customer Services Director, Transform Sandwell Sandwell Metropolitan Borough Council
Best Customer Services Management Team Award Winner at The National Customer Services Awards 2011
15.10 Questions and Discussion 15.20 Improving Customer and Employee Satisfaction • Delivering services based on a genuine understanding of the needs of tenants and communities • Involving residents in service design and using customers to set standards and evaluate delivery • Measuring success • Focusing on staff health and wellbeing, leadership and career progression Neil Kenwright Customer Access Manager One Vision Housing
Best Customer Service Contact Centre Award Winner at The National Customer Service Awards 2010 and 5th in The Sunday Times 100 Best Companies to Work For 2011
15.50 Questions and Discussion 16.00 Chair’s Closing Remarks and Close of Conference
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Booking Form
Easy ways to book
Transforming Customer Contact in Public Services
ONLINE www.capitaconferences.co.uk
POST your completed form to: Capita Conferences Administration, Ground Floor, 17-19 Rochester Row, London, SW1P 1LA
Friday 21st October 2011 – Central London
ENQUIRIES 0870 400 1020
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FAX your completed form to 0870 165 8989
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0207 227 6537 EMAIL
[email protected] details Transforming Customer Contact in Public Services Friday 21st October 2011 – Central London Public Sector (non Central Govt) @ £350.00 plus VAT No. of delegates Central Govt and Agencies @ £445.00 plus VAT No. of delegates Private Sector @ £545.00 plus VAT No. of delegates **Concessionary Discount @ £225.00 plus VAT No. of delegates ** Charities registered with the Charity Commission, Tenant Groups, Patient Groups and Older People's Forums are eligible for this discount.
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Please note that we will issue an invoice upon receipt of booking. We cannot apply numbers at a later date. Credit/Debit card payments - On receipt of your invoice Call our credit card hotline 0870 160 7630 or make an online payment at: www.capitafinance.co.uk I have read the terms and conditions and understand the cancellation policy. Signature
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Methods of payment
Payment terms 30 days. All payments must be received before the Conference date. By Cheque: Payable to CAPITA BUSINESS SERVICES LTD. Please ensure delegate name(s), organisation and invoice number are written on the back. By BACS: Bank: Barclays Bank Plc. Sort Code: 20-67-59. Account No: 60864978. Account Name: Capita Business Services Ltd. Email remittances to
[email protected] or fax to 020 7504 3551. BACS remittance forms required as payment confirmation. By Credit/Debit card: On receipt of your invoice – Call our credit card hotline 0870 160 7630 or make an online payment at: www.paycapita.co.uk Please send payments to: Capita Business Services Ltd. Accounts Receivable, PO Box 212, Faverdale Industrial Estate, Darlington DL1 9HN and quote CONFERENCE X10111 A VAT invoice will be issued on receipt of payment. VAT No: 618 1841 40
Change of details
Have your details changed, are they incorrect or you do not wish to receive any future mailings? Please email:
[email protected] quoting the booking reference code on the mailing label. Our conferences are mailed in advance so there may be a short delay in your details being changed.
Hotel accommodation
The conference fees do not include accommodation. For special accommodation rates, please contact Capita Business Travel on Tel: 0871 521 9816 or email
[email protected] You must quote the title of the Conference for preferential rates.
Documentation *Invoices issued after the event when order
processed. Payment by credit/debit card or BACS can be made upon receipt of invoice. If paying by cheque, invoice will act as a receipt.
Discounts **Special offers may not be used in conjunction with other discounts.
Terms & conditions
Venue and registration details will be sent within 14 days of the event date. We cannot be held responsible for non arrival of this information, if you have not received within 7 days of the event date, please call us on 0870 400 1020. Cancellations confirmed in writing 14 days before the conference date will be refunded, minus an administration fee of £50. We regret that no refund can be made after that date, although substitutions can be made at any time. Capita are not able to offer refunds for cancellations arising from events outside of our control. Programme Amendments: Capita reserves the right to alter the programme or venue without notice due to unforeseen circumstances.
Data protection
Capita Business Services Ltd may use your details to send you information about our further conferences and services. If you would prefer not to receive this information, please tick this box. Personal data provided on this form will not be passed to any external bodies. © Copyright 2011. No part of this brochure may be reproduced without the prior permission of Capita Business Services Limited.
