Avoidable Contact

Government Contact Centre Summit

September 29th, 2008

BT Convention Centre, Liverpool

Booking and enquiry line: 0845 053 1187

Join contact centre and customer service leaders from government and public sector bodies nationwide and gain a detailed insight into the principles and practices of ‘avoidable contact’.


The principle of ‘avoidable contact’ is one of the most powerful in modern contact centre management. It is proven in both the public and private sectors. Avoidable contact reduces call/contact volumes; increases customer satisfaction; reduces customer frustration; boosts staff engagement; reduces service delivery cost; and increases the quality of customer experience.

Key themes of this cutting-edge leadership summit will include contact avoidance via:

  • Simplifying procedures and processes
  • Service automation
  • Self-service
  • Citizen education
  • Promotion of alternative service channels
  • Providing access to alternative service channel


Knowledge-share and expert-led debate and discussion


To be held at Liverpool’s award winning and ultra-modern BT Convention Centre, this exciting and important summit will be delivered in five one-hour sessions and includes lunch and refreshments throughout the day.

Experts from the public and private sectors will join leading customer management consultants, to present their experiences of successful implementation of Contact Avoidance. The delegates will - in each session - have plenty of opportunity to interact with the speakers and with each other during the Q&A debates and round-table discussions.

The aim of the summit is to equip each delegate with the knowledge required to return to their organisations and lead the implementation of contact avoidance in their contact centre.

View the latest agenda here.

Expert Speakers


Speakers, panellists and discussion leaders are recognised experts in the field and will not only share their knowledge and experiences, but facilitate debate and conversations, allowing delegates to explore the subject in the context of their own organisations.

Speakers include:

  • Gerald Power, Service Transformation Manager, Cabinet Office
  • David McElhinney, Chief Executive, Liverpool Direct Limited
  • Frances Clements, Customer Service Programme Manager, Legal Services Commission
  • John Tanner, award winning Head of Customer Services, Salford City Council
  • Peter Massey, Managing Director, Budd
  • Jane Eckford, Director of Public Access, Liverpool Direct Limited
  • David Naylor, Director, Budd
  • Paul Clark, Senior Director, Bank of Scotland
  • Jonathan Wilson, Director, Budd
  • Colin Whelan, Professional Planning Forum

Delegate prices

Full delegate rate: £249 plus VAT
Team rates for 4 or more delegates from the same organisation are available on request
Book today to secure your place! 0845 053 1187

 

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