9.00am – 9.30am | Coffee & Registration
9.30am – 9.45am | Welcome & update
Trevor Butterworth, Founder, UKCCF
9.45am – 10.15am | Outsourcing in 2019 and beyond – Evolution or Revolution –
The Market Place and ‘what does modern outsourcing look like’? Phil Kitchen – Contact Centre Panel. Phil has over 26 years outsourcing experience and most recently, having sold Voice to Capita in 2015 now runs The Contact Centre panel, a business that helps clients find the most appropriate partner.
10.15am – 10.45am | The Technology Revolution
An overview of technology, the facts and how these should effect the decisions you make – Steve West – A highly respected, dedicated and influential senior business leader with extensive Commercial, Operational and Service Delivery experience in solutions based Customer Management and Brand Protection Services for both recognised global brands and SME’s across multiple sectors.
10.45am – 11.15am | Coffee Break
11.15am – 11.45am | Best Practice
What is ‘Best Practise’ Outsourcing? What are the limitations? What are the benefits? Mark and David share their experience from 38 years of combined global outsourcing experience across a range of sectors including contact centres. DBMH provide Sales Transformation & Channel Management solutions to help B2B & B2C organisations protect and grow their business for the long term.
11.45am – 12.15pm | Case Study
Transition …. in-house to outsource – Matt Marshall – Director ResQ and Matt Traish -Head of Customer Service at uSwitch.com – ResQ are one of the country’s leading outsourcers , with several sites in the UK. uSwitch.com is a UK-based price comparison service and switching website founded in 2000.
12.15pm – 13.00 | Lunch