Are you setting up a new call centre or developing an existing solution? Or are you considering outsourcing a current or new operation?Whether in-house or outsourced, contact centre, customer service or telemarketing, Call Centre Expo delivers you the solutions to maximise the relationship with your customers

Consider all the solutions to optimise your call & contact centre performance

● call & contact centre ● customer service ● customer relationship management ● marketing ● sales ● IT ● telecoms ● human resources ● facilities management

…then visit Call Centre Expo – It has all the solutions to all your contact centre challenges

So, if you are making Board Level or operationalmanagement decisions from any of the following functions:

Q“Is outsourcing the right solution for my business?”

A“Speak to a comprehensive cross-section of outsourcing suppliers,

geared up to match your outsourcingrequirements with the most reliable

and cost effective solution”

Q“Do the benefits of being in the sametime zone and having local agents

outweigh the cost saving associated withoffshoring an operation?”

A“With all the largest UK outsourcers allunder one roof, evaluate whether

keeping it close to home is the bestsolution for your business”

Q“How can I realise the cost savings associated with an offshore operation whilst maintaining good quality service?”

A“From the Baltics to Bangalore, Cape Town to Calcutta, evaluate whether anoffshore solution is the right choice for your customers through an array

of outsourcing specialists and offshore suppliers”

OUTSOURCED UK

OFFSHORE

250 of the premier suppliers of call andcontact centre products & servicesAll the existing solutions and hundreds of

new launches giving you the choice of the best in thebusiness, offering all the latest in-house solutions anda comprehensive choice of outsourcing options.

The Call Centre 2005 Conference Fresh, challenging and practical, this multi-trackedconference covers both strategy and case studies,perfect for those seeking quick wins or for thoselooking for long-term strategic solutions.Call +44 (0)870 429 4364 for a conference programme.

Call Centre Expo equips you to deliver the perfect contact centre solutionFREE DAILY KEYNOTE SESSIONS WITH

INDUSTRY GURUSFollowing the enormous popularity of the sessions in 2004,Call Centre Expo is proud to welcome two of the foremostthought leaders in the industry:

ON DAY 1

FREE Innovation & Advice Centre, hosted by Sabio‘Live’ case studies demonstrating People, Strategy

and Technology innovations & the opportunity for freeadvice from leading industry consultants, Sabio.

Cara Diemont is marketing director for Dimension Data'sCustomer Interactive Solutions (CIS) and is responsible forthe research, production and promotion of the MerchantsGlobal Contact Centre Benchmarking Report. As managingeditor of the last two Reports (2003 and 2005), Cara hasdetailed knowledge of the trends and issues affecting theglobal contact centre industry today.

The second industry guru will be confirmed shortly.Please check the website for details.

Avoid Contact Centre Denial and Stand Out From the Crowd!How most contact centres just carry on regardless of continued poorperformance and which key performance areas you need to watch to bedifferent and better . . .

Findings from the 2005 Merchants Global Contact Centre BenchmarkingReport show that contact centre operations are still disconnected fromcustomer and board objectives. See how focusing on seven KeyPerformance Indicators (KPIs) from the 2005 Merchants Global ContactCentre Benchmarking Report can keep your contact centre ahead of the rest.

Register today for FREE entry (saving £20) at www.callcentre-expo.com Don’t forget your colleagues can also register for FREE entry at www.callcentre-expo.com Register today for FREE entry and for more information visit www.callcentre-expo.com

WHEN & WHERE

Wednesday

28th September 2005 10:00-17:00

Thursday

29th September 2005 10:00-17:00

VENUE:

Hall 6, Birmingham NEC The Birmingham NationalExhibition Centre is accessible by car, train and bus, BirminghamInternational Airport is nearby.

Visit www.callcentre-expo.comfor full details.

Q“How can I recruit and retain theright staff and motivate them in

order to optimise my team’sperformance?”

AAA“Source suppliers who will help“Source suppliers who will help“Source suppliers who will helpyou develop the most effective HRyou develop the most effective HRyou develop the most effective HR

strategy to successfully managestrategy to successfully managestrategy to successfully managerecruitment, retention, training andrecruitment, retention, training andrecruitment, retention, training and

workforce optimisation”workforce optimisation”workforce optimisation”

PEOPLE TECHNOLOGY

Q“How do I know whether the latesttechnological solutions are going

to prove effective returns on investment,and over what time frame?”

A“Evaluate all the technologysolutions, from ACDs, IVR and

VoIP, to software, headsets andhardware in order to select the most

appropriate contact centre technology for your business”

STRATEGY

Q“How can I ensure that customer-facing departments, includingmarketing, customer service, sales and new media, are

integrated to optimise customer contact?”

A“Explore all the options: whether you are looking to integrate yourcustomer contact into your wider CRM strategy or are considering

outsourcing your contact centre, source all the perfect solutions foryour business”

IN-HOUSE OUTSOURCEDEvaluate the pros & cons of outsourcing solutions

to offer a service to suit your customers' needs.

Discover the most effective way to unifyPeople, Strategy and Technology to offer an

outstanding customer experience.

ON DAY 2

EXCLUSIVELY IN-HOUSE

OR OUTSOURCED OR A BLEND

OF BOTH? EVALUATE ALL

THE POSSIBILITIES

CCE 160x160_Ticket_V2 16/6/05 12:43 pm Page 2

Don’t forget your colleagues can also register for FREE entry at www.callcentre-expo.com

Sponsored by

Sample of exhibitors, for full details visit www.callcentre-expo.com

Supported by

Official Media Supporters

Official Online Media Sponsor

Register today for FREE entry at www.callcentre-expo.com

Activa SolutionsAF InternationalAIM TechnologyAlcatelAmcatArc en Ciel Armstrong CommunicationsArvato ServicesASC TelecomAudentifyAudioSoftAzzurriBarbados Investment & Devlpt CorpnbeCogentBerlin Business DevelopmentCorporationBest Practice Training AndDevelopmentBritannic Technologies bssBT Contact CentralBureau Van Dijk Electronic PublishingBusiness SystemsCable & WirelessCall Center PolandCall Centre TechnologyCallNorthWestCapital Incentives & Motivation CapscanCentral Telecom UK CIBER UKCisco Systems International Clement Clarke CommunicationsCM InsightComputerTelConcerto Software Connections (Oxford) ContactBabelConvergysConverso Contact Centres CzechInvestDatalinx Data Locator GroupData Management & Marketing DebenhamsDeTeWeDictaphone InternationalDimension Data

EagleACDEckoh Technologies EmpirixEnvision TelephonyERA TechnologyExcell Contact CentresFIPA TunisiaFirst Data InternationalFluency Voice Technology Focom FrontRange SolutionsGarlands Call CentresGemaTechGenesys TelecommunicationsGMT Corp.GN Netcom HopewiserHouse Of Fraser Business IncentivesHull & East Riding Location SolutionsIMAJ - CACIImprovement SolutionsInkFish Call CentresInova CorporationIntellego SystemsInternational Call Centres BulgariaIntervoiceInVision SoftwareJohn Lewis CorporateJPL CommsLBMLeadgen Leisure VouchersLocate In KentMerchantsMomenta ConsultancyMX DigitalNew Wave LearningNoble Systems UKNortel NT TelecomNuasis CorpOak TelecomOMNI Call Centre ServicesOpal Telecom Open WaveOptimis Blue PumpkinOrchard Information Systems

PhonecoachPipkins PlantronicsPrime Behavioural TechnologiesPROLOG ConnectQAS LtdQ-Max Systems Red Box RecordersRed Letter DaysRedstone CommunicationsRHLSabioSatori Software ScanSoftScottish Development InternationalSearch Consultancy SennheiserSiemensSinclair VoicenetSkillsarena Symon CommunicationssynTelateTeam SATeleoptiTelephoneticsTelephony@WorkTeleWare The IG Group / IG2The Voucher ShopThomas CookTHOMSON VOUCHER CENTREtwenty4helpUK DATA ITVerint Systems UK VeritapeVirgin IncentivesVocallVoice Integrated ProductsWelsh Development AgencyWireless Information NetworkWitness SystemsXpert CommunicationsYour Communications192.com

Correct at time of going to print 06/06/05

Source the latest call and contact centre solutions from over 250 of the leading players in the market

Europe’s no.1 event for customer contact solutions

...in-house...outsourced...offshore...at-home

*CMP Information Ltd may from time to time send updates about Call Centre Expo andother relevant CMP Information products and services. Your email will not be passed to3rd parties. By providing your email address you consent to being contacted by emailfor direct marketing purposes by CMP Information Ltd.

Forename:

Surname:

*Email:

Company Name:

Town:

County: Postcode:

*Mobile:

Colleague Title & Name:

Job Title:

*Email:

Tel:

Fax:

Tel:

*Mobile:

*CMP Information Ltd may from time to time send updates about Call Centre Expo andother relevant CMP Information products and services. Your email will not be passed to3rd parties. By providing your email address you consent to being contacted by emailfor direct marketing purposes by CMP Information Ltd.

*By providing your mobile no. you consent to CMP Information Ltd contacting you withmobile text updates regarding Call Centre Expo prior to the event only

*By providing your mobile no. you consent to CMP Information Ltd contacting you withmobile text updates regarding Call Centre Expo prior to the event only

REGISTRATION FORMThree easy ways to registerONLINE: www.callcentre-expo.comBY FAX: +44 (0)870 429 4365BY POST: Call Centre Expo 2005, Data House, Curriers

Close, Tile Hill, Coventry CV4 8AW, UKFor more information and for additional tickets please callour hotline +44 (0)870 429 4364IMPORTANT

Please complete this form in BLOCK CAPITALS and tick the relevant boxes.To register an additional colleague use the red boxes to add their details.

Information you supply to CMP Information Ltd may be used for publication (where you provide details for inclusion in our directories or catalogues and on our websites) and also to provide you withinformation about our products or services in the form of direct marketing activity by phone, fax or post. Information may also be made available to 3rd parties on a list lease or list rental basis for thepurpose of direct marketing. If at any time you no longer wish to (i) receive anything from CMP Information Ltd or (ii) to have your information made available to 3rd parties, please write to the DataProtection Co-ordinator, Dept CCE259, CMP Information Ltd, FREEPOST LON 15637, Tonbridge, TN9 1BR or Freephone 0800 279 0357 quoting the following codes: (i) CCE259 C, (ii) CCE259 T

Miss ■■ Ms ■■ Mrs ■■ Mr ■■

Job Title:

Fax:

■■ Please send me (state number) additionalinvitations for Call Centre Expo 2005

■■ Please tick this box if you wish to receive information on exhibiting

Trade show only. Under 16s will not be admitted.No students except by prior arrangement.

1. YOUR MAIN AREAS OF

INTEREST/INVESTMENT (TICK AS

MANY AS APPROPRIATE)

01 ■■ ■■ Automated CallDistributor

27 ■■ ■■ Business Continuity03 ■■ ■■ Computer Telephony

Integration02 ■■ ■■ Consultancy24 ■■ ■■ Customer Analysis

& Profiling19 ■■ ■■ Customer Relationship

Management22 ■■ ■■ Databases04 ■■ ■■ Design & Furniture05 ■■ ■■ Diallers21 ■■ ■■ E-commerce /

Web-enablement06 ■■ ■■ Hardware07 ■■ ■■ Headsets08 ■■ ■■ Helpdesks09 ■■ ■■ Multimedia11 ■■ ■■ Outsourcing

(Call Centre Services, UK, Offshore, Hosted)

25 ■■ ■■ Quality Monitoring / Analysis

12 ■■ ■■ Recruitment23 ■■ ■■ Sales Force

Automation13 ■■ ■■ Siting / Location14 ■■ ■■ Software (Call Centre,

Sales & Marketing, CRM)

10 ■■ ■■ Training, Motivation & Incentives

26 ■■ ■■ Virtual Call Centres / Homeworking

16 ■■ ■■ Voice Messaging28 ■■ ■■ VoIP15 ■■ ■■ Voice / Data

Processing17 ■■ ■■ Voice / Data Recording20 ■■ ■■ Workforce

Management / Optimisation

99 ■■ ■■ Other

2. WHICH BEST DESCRIBES YOUR

POSITION? (TICK ONE BOX ONLY)

01 ■■ ■■ Owner / Proprietor02 ■■ ■■ Board Director03 ■■ ■■ Non-Board Director04 ■■ ■■ Manager with staff05 ■■ ■■ Manager without staff06 ■■ ■■ Consultant07 ■■ ■■ Executive99 ■■ ■■ Other

3. WHAT IS YOUR JOB

FUNCTION/DEPARTMENT

(TICK ONE BOX ONLY)

04 ■■ ■■ Call Centres / Contact Centres

10 ■■ ■■ Corporate / Line of Business Management

13 ■■ ■■ Customer Relationship Management

11 ■■ ■■ Customer Service12 ■■ ■■ Facilities / Office

Management06 ■■ ■■ Helpdesk15 ■■ ■■ HR / Training /

Recruitment02 ■■ ■■ IT/MIS14 ■■ ■■ Marketing01 ■■ ■■ Networks / LAN07 ■■ ■■ Sales / New Business08 ■■ ■■ Software

Development09 ■■ ■■ Strategy / Planning05 ■■ ■■ Technical Support03 ■■ ■■ Telecommunications99 ■■ ■■ Other

4. YOUR COMPANY'S MAIN

ACTIVITY: (TICK ONE BOX ONLY)

09 ■■ ■■ Central / Local Government / NHS / Health Trust

03 ■■ ■■ Computer Hardware / Software Manufacturer / Author

13 ■■ ■■ Construction / Engineering

07 ■■ ■■ Defence / Military10 ■■ ■■ Education11 ■■ ■■ Emergency Services12 ■■ ■■ Finance / Banking /

Insurance17 ■■ ■■ Holidays / Hotel /

Leisure01 ■■ ■■ IT / Communications

Dealer / Distributor02 ■■ ■■ IT / Communications

VAR / Integrator05 ■■ ■■ IT / Management

Consultancy08 ■■ ■■ Manufacturing06 ■■ ■■ Marketing / Media

Services19 ■■ ■■ New Media14 ■■ ■■ Oil / Chemical15 ■■ ■■ Retail / Mail Order04 ■■ ■■ Telecommunications21 ■■ ■■ Telemarketing /

Outsourced Call Centre Services

20 ■■ ■■ Training / Recruitment16 ■■ ■■ Transport / Distribution

/ Freight18 ■■ ■■ Utilities (Gas / Water /

Electricity / Energy)99 ■■ ■■ Other

5. NUMBER OF EMPLOYEES IN THE

UK (TICK ONE BOX ONLY)

06 ■■ ■■ 5000+05 ■■ ■■ 1000-499904 ■■ ■■ 500-99903 ■■ ■■ 250-49902 ■■ ■■ 50-24901 ■■ ■■ 01-49

6. AT WHAT STAGE OF THE BUYING

CYCLE ARE YOU? (TICK AS MANY AS

APPROPRIATE)

01 ■■ ■■ Learning about call centres

02 ■■ ■■ Investigating suppliers03 ■■ ■■ Producing

specifications04 ■■ ■■ Buying05 ■■ ■■ Implementing06 ■■ ■■ Upgrading99 ■■ ■■ Other

7. HOW MANY CALL CENTRES IN

YOUR ORGANISATION?

(TICK ONE BOX ONLY)

04 ■■ ■■ 3 or more03 ■■ ■■ 202 ■■ ■■ 101 ■■ ■■ None

8. HOW MANY CALL CENTRE AGENTS

IN YOUR ORGANISATION? (TICK ONE

BOX ONLY)

05 ■■ ■■ 1000+04 ■■ ■■ 500-99903 ■■ ■■ 250-49902 ■■ ■■ 50-24901 ■■ ■■ 01-4906 ■■ ■■ None

9. WHAT IS YOUR ANNUAL

CALL CENTRE BUDGET?

(TICK ONE BOX ONLY)

05 ■■ ■■ £1m +04 ■■ ■■ £500,001 + £1m03 ■■ ■■ £300,001-£500,00002 ■■ ■■ £100,001-£300,00001 ■■ ■■ Up to £100,000

■■ Yes I would like a regular free subscription to CCF magazine (tick to subscribe)

Signature Date

The publisher reserves the right to limit the number of free subscriptions

Address:

Ticket sponsored by

Optimise ALL types of customer contact at:

CALL CENTRE EXPO 200528-29 SEPTEMBER BIRMINGHAM NEC

Organised by

CCE 160x160_Ticket_V2 16/6/05 12:44 pm Page 5