Hear from world renowned authority Barbara Wold on building through customer driven strategy and maximising human

assets

Customer Service&
Contact Centre Forum
9 - 13 November 2008 JW Marriott Hotel, Dubai, UAE

Creating the WOW Factor!

Barbara Wold
International Speaker Author and Business Strategist Global Retail and Consumer Expert USA

Here Are Three Top Reasons Why You Must Attend The Customer Service And Contact Centre Forum 2008
1. Benefit from the unique industry insights from our leading regional and international speaker panel including BT Retail, Lloyds TSB, Burj Al Arab, Roads and Transport Authority (RTA), Dubai Executive Council, Saudi German Hospital Group, Gulf Air, Nakheel and Abu Dhabi Distribution Company divulging the key factors behind their sustainable success Hear from world renowned authority Barbara Wold on building business through customer driven strategy and maximising human assets Participate in our numerous interactive workshops and new working group session. You will gain practical tools to boost your customer service journey and contact centre performance

Pre-Forum Interactive Masterclass Sunday, 9 November 2008 Keeping Customers For Life
The Managers, District Managers and Corporate Officers are still buzzing about your unforgettable presentation! The programme was informative, motivational, educational, inspirational, entertaining and definitely memorable. Skechers, USA

2.

3.

Insightful Contributions From The Following Leading Organisations

Abu Dhabi Distribution Company Customer Contact Centre, UAE
Winner Call Centre Manager 2007

Arab National Bank, KSA

Winner - Middle East Call Center of the Year 2006 Winner - Middle East Call Centre Driven Organisation 2007

BT Retail, UK Burj Al Arab, UAE

Jumeirah Group, UAE Lloyds TSB, UK Mike Pagan, UK Nakheel, UAE Road and Transport Authority (RTA), UAE
Winner Middle East Customer Care Excellence Award Transport Category

Winner Middle East Customer Service Care Award 2008

DP World, UAE Dubai Executive Council, UAE Emirates Marketing And Promotions (EMP), UAE Etisalat, UAE Gulf Air, UAE

Saudi German Hospital Group, KSA The Co-operative Financial Services, UK

Chair of the Call Centre Management Association (CCMA) in the UK and Vice President of the European Confederation of Contact Centre Organisations (ECCCO). European Call Centre Industry Champion

Winner 2006 Middle East Call Centre Manager Of The Year Winner - Call Centre of the Year

TNT Express, UAE

Henley Business School, UK John Lewis, UK

Official Telecoms Partner

Winner Most Engaged Team 2007

Sharjah Islamic Bank, UAE

Endorsed By

Media Partner

Organised By

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Pre-Forum Masterclass Day: Sunday, 9 November 2008

Masterclass Timings: Masterclass registration begins at 08:00 with the Masterclass commencing at 08:30 and concluding at 14:30. There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.
Introduction Leveraging superior customer service management to sustain market differentiation, improve customer loyalty and maximise your ROI. In todays increasingly competitive marketplace, effectively managing the customer relationship is essential to both short-term success and long-term growth. Customers are notorious for their poor loyalty, it is imperative organisations integrate customer management into their overall business strategy. Masterclass Highlights Are you looking for solutions to these issues? How to create solid relationships with your customers Build a winning quality service strategy Create customer loyalty and building repeat business Keep the human connection in the age of technology How to serve your customers better by listening to their needs Link customer satisfaction and loyalty to business results Create an environment for success Agenda Customer Service Management Create a culture of service excellence Strategies for delivering world-class customer service Customer win-back: how to recapture lost customers Customer satisfaction is worthless customer loyalty is priceless Customer Experience Management Define your customer experience Build superior loyalty by obsessing over every step of the customer experience Turn customers into advocates Know what customers really expect and how to deliver it Real People/Real Solutions Leverage human capital through leadership Employee loyalty = customer loyalty How to inspire great performances from your service workforce How to teach employees to give 110%... and then some Customer Relationship Management Adopt a single view of the customer through multi-channel interaction Turn customer data into customer understanding Create a real-time enterprise to drive competitive advantage Collaborative relationships drive ROI At The End Of This Masterclass, You Will: Have a clear comprehension of what it takes to Keep Customers for Life Learn how to retain customers and maximise customer loyalty Learn how to directly improve your bottom line through effective customer-driven strategies Understand through practical examples and case study illustrations About Your Masterclass Leader: Barbara Wold is an internationally known speaker and authority to the retail and consumer industries. More than 40 years of firsthand retail experience in executive and sales management, marketing and repositioning have made Barbara one of retails most sought after speakers. She is an authority on building business through customer driven strategy and maximising human assets. Her areas of expertise include customer care, marketing strategy, consumer buying patterns, image, sales and service quality, public relations, CRM, redevelopment and tourism, which truly makes her a master in the retail industry. Barbara is now taking on the airport retail industry and Duty-Free. She is also considered an expert on what drives the Asian consumer. Barbara works extensively in SE Asia with the Singapore Retailers Association, the International Council of Shopping Centres/Asia Pacific, the Malaysia Retailers Association, Retailer Association of India, the Confederation of Indian Industry, Images Retail and many clients from luxury retailers, shopping centres, franchise groups, licensees to an amusement park. In an average year Barbara presents over 100 speeches around the globe and has taught in all 50 of the United States, Puerto Rico, Guam, Colombia, Brazil, Venezuela, Canada, Singapore, China, Hong Kong, Philippines, Japan, Indonesia, Malaysia, India and UAE.

Keeping Customers For Life

Barbara Wold was the buzz word all during lunch . . . everyone walked away from the conference with a greater understanding of what customer service means, how it is effected by the changing demographics and the services that need to be offered today. BMW of North America

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Who Should Attend?

This Forum is designed for Customer Service and Contact Centre senior professionals dedicated to delivering customer service excellence across all industry sectors. Key decision makers and influencers in the following job roles are encouraged to attend:

Customer Service Directors/Managers Customer Care Directors/Managers Customer Relationship Managers Client Relations Directors/Managers Call Centre Directors/Managers Help Desk Professionals/Managers Account Directors/Managers

Forum Day One: Monday, 10 November 2008

08:00 08:30 Registration And Morning Coffee Chairpersons Opening Address Barbara Wold, International Speaker, Author and Business Strategist Global Retail and Consumer Expert, USA Keynote Address The Role Of Leaders In Developing A CustomerCentric Organisation For A Sustainable Business Understand what your customer require from you Translating their requirements into actionable processes Linking service and loyalty to your over market share Eng. Sobhi Batterjee, President, Saudi German Hospital Group, KSA
2006 Winner Sheikh Mohammed Bin Rashed Al Maktoum Award for Arab Management - one of the most prestigious awards for Arab managerial excellence

11:15

08:45

Plenary Session: The Truth In The Myths Of Customer Service Is the customer always right? To satisfy customers you should satisfy your employees Is the call centre the solution for a one stop shop? Muna Al Dhabbah, Head of Customer Relation Unit, Dubai Executive Council, UAE Qassem Al Baloushi, VP - Head of e-channels, Sharjah Islamic Bank, UAE Ahmad Tahlak, CEO, Emirates Marketing And Promotions (EMP), UAE

12:15

09:30

Identifying What It Means To WOW Your Customers Developing a customer experience strategy that will differentiate you from the competition Creating a big impact for as little additional cost as possible Making experience your value proposition Barbara Wold, International Speaker, Author and Business Strategist Global Retail and Consumer Expert, USA Dancing With Customers; Seizing The Opportunity To Gain Your Customers Commitment Understanding the drivers and benefits of customer advocacy Understanding and measuring detractors and promoters of loyalty Discovering how to get it right and earn life time loyalty Developing the brand internally Changing the culture of existing service staff to help them deliver the brand Ann-Marie Stagg, Head of Insurance Services, The Co-operative Financial Services, UK
Chair of the Call Centre Management Association (CCMA) in the UK and Vice President of the European Confederation of Contact Centre Organisations (ECCCO). European Call Centre Industry Champion

Understanding The Dynamic Customer Requirements Within The Public Sector Developing a successful CRM Strategy that is aligned with your corporate goals Building a roadmap for effective implementation Creating customer service Balanced Scorecards Laila Ali bin Hareb, Director, Customer Services, Marketing and Corporate Communication Road and Transport Authority (RTA), UAE Winner Middle East Customer Care Excellence Award Transport Category Networking Lunch For Speakers And Delegates Create Immediate Customer Delight Through First Contact Resolution Delivering the promise to solve a customers issue with the first person they make contact with How does this policy translate into customer loyalty and measurable benefits? Wendy McMillian, Director Consumer Service Management, BT Retail, UK Training For Premium Service Premium service doesnt have to cost the organisation a lot of money Ingraining excellence through consistent training and communication of the companys values and mission Having employees act as if they own the company true passion for the organisation Translating the training to the frontline in a consistent manner Jonathan Evans, Training Manager, Burj Al Arab, UAE Winner Middle East Customer Service Care Award 2008 Networking And Refreshment Break

13:00 14:00

10:15

14:45

15:30 11:00 Networking And Refreshment Break

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Customer Service&
Contact Centre Forum
9 - 13 November 2008 JW Marriott Hotel, Dubai, UAE

15:45

Working Group Session

You told us you want more interaction within the forum. Working group sessions have been developed to give you the opportunity to express your challenges, learn from each other, so you can walk away with tangible solutions to assist you in your organisation. Each facilitator will introduce themselves, followed by an open discussion clinic amongst the table on the particular theme. You will have the opportunity to hear from an industry expert as well as exchange ideas on all four tables during this one hour session. Table 1: Leadership Gaining top level buy in showcasing how your bottom line can be affected by bad customer service. Facilitator Fritz Bangert, Group Director of Learning and Development, Jumeirah Group, UAE

Table 2: Customer Loyalty And Retention Exploring the true value of retention Facilitator Adel Abdulla Alromaithi, Training Manager, Global Learning, UAE Table 3: Customer Experience Management How memorable are the services or products you provide? Facilitator Andrew Kingham, Country Customer Service Manager, TNT Express, UAE Table 4: Customer Satisfaction And Metrics Measuring true satisfaction Facilitator Graham Burne, General Manager Customer Service, Nakheel, UAE 16:45 17:00 Closing Remarks From The Chairperson Close Of Day One

Forum Day Two: Tuesday, 11 November 2008

08:00 08:30 Morning Coffee Chairpersons Opening Address Barbara Wold, International Speaker, Author and Business Strategist Global Retail and Consumer Expert, USA Do All Customers Matter? Too often we spend too much time with the wrong clients because were not brave enough to let them go, too dependant upon their low profit margin business or because we obsess over turnover not profit or client association and profile. By creating a template that clearly reflects quality we increase the number of criteria considered when assessing the quality of our clients. It is then possible to understand more fully who the stars are, who should be removed from the portfolio entirely and who should be nurtured and given more attention. The goal here is to create long term valuable client relationships Mike Pagan, Professional Speaker, Mike Pagan, UK 09.30 Delivering An Online Perfect Customer Experience That Will Wow Your Customers First impressions are the most important to customer loyalty Power of the internet in driving business success The importance of a user friendly website Professor Moira Clark, Director of the Henley Centre for Customer Management Henley Business School, UK 10:15 Exploring Best Practice And Frameworks For Achieving Customer Service Excellence In Your Contact Centre Best practice for identifying your customers needs Importance of periodically reviewing service standards Successfully achieving business excellence in your contact centre that will sustain long term growth Ruth Birkin, Vice President Customer Services, Gulf Air, UAE Winner 2006 Middle East Call Centre Manager Of The Year and 2007 Call Centre of the Year Networking And Refreshment Break Recruiting Service Stars Identifying The Right People At The Interview Stage Hiring for attitude training for skills Recruiting people with values that fit your business strategy Having a formulised recruitment process to ensure consistency Khaled M. Ramadan, PMP, CCCM, P.CRM, Assistant General Manager Head of Alternate Delivery Channels Division, Arab National Bank, KSA Winner - Middle East Call Centre of the Year 2006 and Middle East Call Centre Driven Organisation 2007

08:45

11:00 11:15

Excellent event! Made me think outside the box after hearing international experiences Ahmed Al Qassabi Customer Service Operation Section Head Nawras, Oman

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Customer Service&
Contact Centre Forum
9 - 13 November 2008 JW Marriott Hotel, Dubai, UAE

12:00

Understanding How Staff Retention Leads To Customer Retention Happy Staff Contribute To Happy Customers Top ten ways to identify motivation problems through understanding CCC definition, principles and pillars (people, process, technology, relationships) Identify reasons for staff dissatisfaction Identify reasons for staff satisfaction Understand the cost related to recruitment and retention Identify the key contributing factors to staff retention through survey, recruitment, training, leadership and supervision Develop and implement a motivation plan Track, measure and retain satisfied staff Nafisa Salah Taha, Operation Manager Abu Dhabi Distribution Company Customer Contact Centre, UAE Winner Call Centre Manager 2007 Lunch For Speakers And Delegates Converting A Complaining Customer Into A Company Advocate Using complaints and feedback to your companys service level Recognising the importance of a complaining customer to improve customer experience and care How effective problem resolution can have a positive impact on customer loyalty and advocacy Andrew McMillian, Former Customer Service Manager, John Lewis, UK

14:45

Exploring New Contact Channels - Utilising New Technologies To Deliver Customer Information And Services More Conveniently And Cost Effectively Implementing cutting edge technology to improve productivity and deliver superior service Selecting the best technology that will result in cost saving and increase your revenue TBC, Senior Representative, Etisalat, UAE Creating An Outsourcing Strategy To Compliment Your Contact Centre Development Goals Identify which areas to outsource so as not to risk losing corporate brand Ensuring you closely monitor the level of service quality provided by the outsourcing partner Gain a competitive advantage and increase profits through a successful partnership with your supplier Xxxxxx, XXXX, Xceed Professional Services, UES Interactive Voting Session Using our exclusive interactive voting technology you will contribute your thoughts on the key issues raised at the Forum. During a series of live Q & A sessions facilitated by the chairperson you will be asked a number of questions to gauge your opinions. The responses will be automatically collated and condensed into a report that will be distributed to all delegates and speakers through the website five days after the event. Review Of Interactive Voting Results And Closing Comments From The Chairperson Close Of The Forum

15:30

12:45 14:00

16:15

17:00

17:15

Implementing A Contact Centre Talent Management

Post-Forum Workshop A: Wednesday, 12 November 2008
Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.

Nearly everyone I know has had a bad experience in relation to phoning a contact centre. And bad news travels fast.Many contact centres have a notoriously high turnover of staff, so creating and sustaining the right culture to attract and retain talented people is even more challenging. In this workshop, we will consider how to assess the current state of talent management in your contact centre; think about how to develop the strategy, but mostly focus on implementation. Whether you are a business executive or HR professional; in a small or large contact centre (new or mature), this workshop will strike a chord.

Introduction

Workshop Highlights

Talent management in reality Health check assessment Strategy development Putting a talent management strategy into practice

Agenda

Talent Management What does it mean in theory? What does it mean in practice? Key components of a strategy

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Assessing The Current State Of Play Of Talent Management In Your Contact Centre An objective health check How do you measure up? What about the rest of the organisation? Developing The Strategy The puzzle The jigsaw pieces The complete picture Implementation Turning the strategy into reality The Plan Words are important. The Communication But actions speak louder. The Delivery If you dont measure it, you cant improve it The Success

At The End Of This Workshop, You Will: Understand how to undertake an objective talent management health check in your contact centre Have shared solutions and pitfalls, and learned some best practice implementation techniques from other delegates Have a clearer understanding about how to develop a talent management strategy (or optimise/fine tune your existing one) Be better equipped to successfully implement the strategy and take your top management/other key stakeholders with you on the journey Workshop Leader Profile: Debbie McGowan has more than 20 years experience in leadership and consultancy roles, largely within the financial services industry, but also within the charity and public sector. She was latterly Contact Centre Director for Lloyds TSB Bank plc, leading three call centres employing over 2,000 people. Prior to that, she directed the centralisation of customer calls away from retail branches. She is an ambassador for diversity and inclusion, being the founder chair of a regional womens network in the UK. Debbie holds a degree in mathematics and is an Associate of the Chartered Institute of Bankers.

Very educating, made you aware of how important customer service is in your organisation Sanjiv Chhiber Senior Manager DP World, UAE

Winning And Building Premium Client Relationship

Post-Forum Workshop B: Wednesday, 12 November 2008
Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.

Too often companies spend too much time with the wrong clients because they are not brave enough to let them go, too dependant upon their low profit margin business or because they obsess over turnover not profit. In todays climate of hyper growth there is no time to carry poor staff or clients - they must be nurtured, redeployed or removed! Overview What would you consider to be the most important asset in a business? Its staff? Its customers? Well, the answer is both. Both are clients, one is internal (staff) and one is external (customers). Both are vital to the success of a business and need to be treated with equal amounts of investment and care. This workshop is designed to improve your approach to client management. Client profiling or segmentation enables businesses to spend the correct amount of time with the clients that truly matter for long term growth. Many businesses offer excuses such as constantly needing to increase the number of clients and not having the time or resources to really look after the most important existing clients.

Introduction

By creating individual premium client templates for customers, both existing and prospective, you will change the way you approach client relationships and management. When was the last time your business: Reviewed progress to date? Cleaned its databases? Created a formula that reflects quality? Culled the non performers? This Workshop Equips You With Tools And Techniques To Enable You To: Better assess the quality of your clients Increase the number of criteria considered Invest the correct level of time, money and effort into the current stars and potential stars of the future Boldly remove those that dont fit Reduce the number of marketing activities used to attract more stars Focus on the best pipeline for winning business

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By The End Of The Workshop, You Will: Focus on creating long term valuable client relationships built around real substance Have created individual templates for quality clients; both existing and prospective Incorporate specific techniques relevant to your clients profile, requirements and real potential Enjoy more success through focusing on your premium clients Have a one page action plan for ongoing implementation, review and accountability

Workshop Leader Profile: Mike Pagan is forthright, practical and thought provoking. He speaks passionately about profiling your clients more effectively and selecting the correct marketing channels in order to advance your business. As a result of seeing, hearing and absorbing one of Mikes workshops you will go away and take action, he is not an entertainer he is an agent provocateur. Its not rocket science its business sense. He is on a mission to make business simple and doesnt do fluff. His clients understand this first hand, as his philosophy making business simple, building relationships and having fun - delivers results.

Effective Performance Measurement For Contact Centres And Help Desks

Post-Forum Workshop C: Thursday, 13 November 2008
Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day. Introduction XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXX Workshop Highlights XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXX Agenda XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX At The End Of This Workshop, You Will: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXX Workshop Leader Profile: Ahmad Tahlak is the founder and President of The TeleServices Company which was established in 2000 and has evolved to become a world class Call Centre Services Organisation which specialises in contact centre establishment, training, and consultancy. He brings in over 18 years of experience in consulting, training and strategic management direction in CRM, customer service, and call centre services and solutions. Ahmad holds a degree in business administration and management information systems from the University of Arizona, a Diploma in Airline Management from International Air and Transport Association (IATA) in Geneva, a Call Centre Management Certification in San Diego, USA, was awarded The Global Call Centre Manager of the Year Award for two consecutive years in 2001 and 2002 from The International Call Centre Management Associations (ICCM), Chicago, USA. During his professional career, he spearheaded the set up of Emirates Airline Call Centre which he turned from a cost to a profit centre and established the DNATA call centre as a one-stop-shop for multiple airlines prior to moving to his own consultancy and training firm. He established Emirates Marketing and Promotions (EMP) in 2005 and currently he oversees the strategic management of EMP which provides state-of-the-art call centre solutions and direct marketing services along with promotions in diversified fields.

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Understanding How To Develop And Measure Customer Service Experience

Post-Forum Workshop D: Thursday, 13 November 2008
Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.

Introduction Customer Service data is of no use if you are not measuring it properly and using the information effectively to improve service to your customers. This workshop will assist you in developing Key Performance Indicators both internally and externally to ensure you are measuring the right metrics. You will then learn how to use this data effectively so you can provide the WOW factor to both your internal and external customers. Workshop Highlights What to measure how to identify key drivers The relevance of different measures for different organisations Objective measures their benefits and drawbacks Subjective measures how to make them more robust and meaningful How to report measures and who to How to introduce KPIs to maximum effect Agenda What Will Differentiate Your Organisation How to identify what will make a difference What is important for the organisation What is important for customers What will stand out from your competitors Data Driven Measurements Staff turnover Staff cost percentage to sales Footfall measures Call centre performance measures Automated customer feedback capture Experience Measures Employee opinion surveys Mystery shopping Customer comment cards/voicemail/e. mail/text/web surveys Customer focus groups Large scale customer perception surveys Customer complaints and appreciations Reporting And Analysis Who should see the statistics How should data be reported KPIs and PIs Introduction of KPIs to maximum effect Internal competition Correlation to financial performance

At The End Of This Workshop, You Will: Have started a review of your own customer service strategy and what you measure Understand the benefits and drawbacks to data driven and experience driven metrics Have reviewed the KPIs for your organisation and their relevance Have considered some new measures Understand how to implement measures and how they can improve customer experience and financial performance Workshop Leader Profile: Andrew McMillan, Principal Consultant, Charteris Plc, Formerly Manager, Customer Service, John Lewis, UK Andrew joined John Lewis as an A level trainee at John Lewis Brent Cross. The original intention was to stay for a year or so while he decided whether to go to university or embark on another career; the logic being that he liked working with people and John Lewis would look good on his CV! Several years later having been a Selling Assistant and Assistant Manager in a variety of departments at Brent Cross he was made Department Manager of Furniture at John Lewis Watford. A few years later he moved to John Lewis Oxford Street as Department Manager, Beds and Bedroom Furniture and a few years after that moved to Head Office to manage the Intelligence department. The Intelligence team are an internal consultancy whose brief is to look at all aspects of the business from a customers perspective and deliver appropriate recommendations to the relevant Directors. He was then appointed to manage customer service for the department store division, a post he held for eight years. He was responsible for all customer complaints that went through to Head Office and numerous service related projects such as the running of customer focus groups in branches, comment cards, establishing the balance between service and productivity and point of sale developments. However, most of his time was spent developing the culture and attitude towards customer service and selling with the 20,000 customer facing Partners in the 26 John Lewis shops across the UK, his focus being to ensure every customer received a unique brand of John Lewis service every time they shopped. Earlier this year Andrew left John Lewis and joined Charteris, a business and IT consultancy based in The Barbican. He is now helping other businesses develop their customer service experience delivered through their people and has already started work with three local government authorities, a bank and two retailers.

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Endorsing Bodies

Institute of Customer Service is the independent professional body for customer service. Their primary purpose is to lead customer service performance and professionalism. ICS is a not-for-profit company established in February 1997 by a group of cross-sector employers who decided that customer service performance and the status of those working directly or indirectly in customer service roles needed to be significantly raised. They are a membership organisation with both Organisational Membership - from across the private and public sectors - and Individual Membership. In believing that customer service is increasingly thedifference between success and failure, ICS supports its organisational members in raising customer service standards and individual members in achieving professional recognition. In particular they: Influence employers and policy makers Spread authoritive knowledge and good practice in customer service Define national professional customer service standards and ways they can be acquired including the ICS Professional Awards and N/SVQs in customer service Conduct wide-ranging customer service research Supporting the lifelong development of customer service professionals Recognise achievement For further information surrounding the work of the Institute visit www.instituteofcustomerservice.com

Established in 1994 to promote the profession of Call Centre Management, the CCMA (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.

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Sponsor
Official Telecoms Partner

Etisalat has been the telecommunications service provider in the United Arab Emirates since 1976. Since then, it has built up state-of-the-art telecom infrastructure and taken a leadership position of innovation and reliability among regional and international operators. Penetration of Etisalats mobile phone service in the UAE exceeded 152 per cent in November 2007. Internet and broadband penetration in the UAE exceeded 60 per cent, a significant achievement compared to regional average. Etisalat has roaming agreements with over 444 operators around the world. The corporation is one of the top 500 companies based on market capitalisation according to the Financial Times. It operates across 16 markets, with investments in ten African markets including Nigeria (to launch in 2008), Sudan, Zanzibar and West Africa. In the Middle East, Etisalat subsidiaries can be found in Egypt, and Saudi Arabia, whilst in Asia, Etisalat has interests in Afghanistan, Indonesia and Pakistan.

Sponsorship & Exhibition Opportunities

Only at IIRs Customer Service and Contact Centre Forum will the regions leading decision makers be discussing the way forward and be seeking new solutions and services. They will be networking with potential partners to evaluate the right consultants within the area of attaining excellence. There are limited sessions and places available on the programme for our event sponsors, so if you have the solutions please contact Andrew Watts on +971 4 407 2718 or email andrew.watts@iirme.com immediately for details on packages to suit your needs.

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Customer Service&
Contact Centre Forum
9 - 13 November 2008 JW Marriott Hotel, Dubai, UAE

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GCS/IIR Holdings Ltd. P.O Box 13977 Muharraq, State of Bahrain

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Please the sessions you wish to attend:
Early Bird Discounts Pre-Forum Masterclass Keeping Customers For Life Two-Day Forum

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9 November 2008 10 - 11 November 2008

Event Customer Service and Contact Centre Forum Entire Event Two-Day Forum and any 2 Workshops (Masterclass + 1 workshop) Two-Day Forum and any 1 Workshop/Masterclass Two-Day Forum

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Post-Forum Workshop A 12 November 2008 Implementing A Contact Centre Talent Management Strategy OR Post-Summit Workshop B 12 November 2008 Winning And Building Premium Client Relationships OR Post-Summit Workshop C 13 November 2008 Effective Performance Measurement For Contact Centres And Help Desks OR Post-Summit Workshop D 13 November 2008 Understanding How To Develop And Measure Customer Service Experience

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PERSONAL DETAILS
Title 1st Delegate 2nd Delegate 3rd Delegate 4th Delegate To assist us with future correspondence, please supply the following details: Head of Department Training Manager Booking Contact Company: .................................................................................................................................................................................................................. Address (if different from label above): ..................................................................................................................................................................... Postcode: ........................................... Country:.......................................Tel: ................................................... Fax: ............................................... No. of employees on your site:1000+ 500-999 250-499 50-249 0-49 YES! I would like to receive information about future events & services via email. Nature of your companys business: ...................................................... My Email address is: ..................................................... Payments A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. All payments should be in favour of IIR Holdings Ltd. Card Payment Please charge my credit card: Visa Mastercard American Express Name on Card: .................................................................................. Card Number: ............................................... Exp. Date: .................... Signature: ......................................................................................... Cancellation If you are unable to attend, a substitute delegate will be welcome in your place. If this is not suitable, a US$ 200 service charge will be payable. Registrations cancelled less than seven days before the event must be paid in full. Avoid Visa Delays - Book Now Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-GCC nationals may take several weeks to process.
Due to unforeseen circumstances, the programme may change and IIR reserves the right to alter the venue and/or speakers.

First Name

Surname

Job Title

Department

Email

Event Venue: JW Marriott Hotel, Dubai, UAE Tel: 971-4-262 4444 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: 971-4-4072693 Fax: 971-4-4072517 Email: hospitality@iirme.com

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