The Listening Company is the UK's fastest growing call centre (as quoted in Marketing's league table) and Phil Shuldham-legh, Managing Director of The Listening Company Consulting will be speaking. As well as offering outsourced and insourced call centre services, The Listening Company provides professional advice and consultancy across all customer management requirements including customer insight.
The Listening Company employs over 1500 people across three sites, with its Head Office located at Richmond in Surrey and was founded in 1998.
Current clients include Volkswagen, AOL, Microsoft, Rank and Sky.
The topics Phil will be commenting upon include:
The need for multi channel communications eg. The ability to send emails whilst on the telephone to the customer/ allow the customer to contact the brand how they want to.
The use of data
The reputation of call centres
The need for call centres to link into every day operations of a business and not be seen as a 'bolt-on'
Training in the call centre industry
Retention of staff in the call centre industry
