Agenda

COCCO | 14th June, 2017
The Itinerary

8:00am – 9:00am

Registration

9:00am – 9:10am

Welcome Address

Guy Clapperton

9:10am – 9:50am

Opening presentation on Social Media and Social Media Engagement

Guy Clapperton

9:50am – 10:30am

Case Study:  ‘Setting up a successful outsourcing partnership – A step-by-step guide’

Sainsbury’s Argos

10:30am – 11:00am

Coffee & networking break

11:00am – 11:40am

Panel Discussion:  ‘The future of working in a contact centre 2020’

Discussion lead by Peter Ryan, Principal at Ryan Strategic Advisory with William Carson from Teleperformance, Simon Foot from Ember Group and an exclusive end user client. .

11:40am – 12:20pm

Keynote Speaker: ‘Changing Times’ 

12:20pm – 1:00pm

Lunch & Networking

1:00pm – 1:40pm

Presentation: ‘The Contact Centre’ –

Peter Ryan, Principal, Ryan Strategic Advisory

1:40pm – 2:20pm

Panel Discussion: Home Working 

Sharon Field, Director, Fortalis leads a discussion with Enterprise Rent-a-Car, The AA & Three

2:20pm – 2:40pm

Coffee & networking break

2:40pm – 3:20pm

Panel Discussion: RPA & AI

Guy Clapperton leads a discussion with Sarah Burnett, Andrew Burgess and an end user client.

3:20pm – 4:00pm

Discussion streams: 

  1. HomeWorking
  2. Rightshoring
  3. Data Security
  4. Data Analytics
  5. Social Media
  6. Customer Engagement & Experience
  7. AI & RPA

4:00pm

Closing Remarks

Our Speakers

Our Speakers

Martin Hill Wilson

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Speaker Two

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Speaker Three

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