2015 Media Pack Delivering the latest contact centre and customer service community news and insight

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1 2015 Media Pack Delivering the latest contact centre and customer service community news and insight

2 Insight l Analysis l Strategy l Innovation The UK s most trusted resource for the contact centre and customer service community. is a thriving community for over 50,000 professionals that draws on expert advice and best practice from leading figures within the customer service industry. It is the UK s longest serving website for the contact centre community and successor to Call Centre Focus and Customer Strategy Magazines. Our Audience 17 % DIRECTOR LEVEL OR ABOVE 64 % MANAGEMENT LEVEL OR ABOVE 91 % LOCATED WITHIN UK Website Example Visitors Business Process Outsourcing in Bosch Quality

3 Visitor Demographics 55,000 CONTACT CENTRE & CUSTOMER SERVICE DATABASE 20,000 AVERAGE UNIQUE VISITORS PER MONTH 20,000 SUBSCRIBERS TO WEEKLY NEWSLETTER Geographical area 91% UK & Ireland 4% Europe 2% Asia 2% Middle East & Africa 1% Other Job position 48% Contact Centre Manager With Staff 16% Contact Centre Manager Without Staff 16% Consultant 15% CEO / Managing Director 2% Sales Or New Business Director 3% Other Job function 24% Customer service/crm 22% Sales/Business development 18% Call centres/customer contact centre 14% Marketing 6% IT and Telecoms 5% Hr/training/Recruitment 4% Logistics / Operations 3% Consultancy 4% Other company's main activity 15% Telecommunications 13% Finance/ Banking/Insurance 15% IT/High-tech manufacturing & services 8% Media/marketing 7% Consultancy 7% Outsourcer 5% Manufacturing/ Construction/ Engineering 5% Retail/mail order 6% Public sector/ Education/ Governemt 3%Travel & Transportation 3% Utilities 3% Holidays/ Hotel/Leisure 2% Training/ Recruitment 8% Other

4 Display Advertising Options Website: We have 4 advertising positions on as shown on the right. We have website reskin, MPU, leaderboard and newsletter button opportunities scheduled every 2 weeks. Cost: RESKIN 1900 X 1080 LEADERBOARD 728X90 BUTTON 234X60 MPU 300X250 Call Centre Directory The Call Centre Directory is the industry s central resource for sourcing service and technology providers. Your entry will enable you to do more than simply list your logo and a telephone number. Depending on your level of membership you will have the ability to do several things including; promotion of press releases, whitepapers and case studies in your specified section of the directory. Standard Listing With a Standard you will receive a brief description of your business, contact details and ability to upload press releases 575 for 12 month listing Premium Directory Listings gives the following benefits: More traffic to your listing. Premium Listings always appear at the top of search results, ensuring you receive more traffic to your profile Customise your profile with images and multimedia. Engage potential customers with Video Content and Image Galleries Featured Listing promotion of your listing across the Directory and in Newsletters Social media integration Keep your profile updated with your official Twitter feed 1,000 for 12 month listing

5 Webinars We run a maximum of one webinar per month and these represent a fantastic opportunity for companies to engage senior contact centre staff on pertinent issues. The standard format is 45 minutes of presenting followed by 15 minutes of questions. You get the contact details of those who register for the webinar and a full write-up is presented on the website and featured in our newsletter. Cost: 8,000 Previous Sponsors Include: Market Research We run a maximum of one market research piece every two months and these provide valuable research to help you understand the contact centre industry. You work with our content manager to ask a series of questions pertinent to the research you are undertaking. This will provide you with research that you can present to help with your sales story and in addition you will get the contact details of those who complete the survey. Included in the cost is a prize up to the value of 500 to help incentivise readers to complete the survey. You will also be provided with an analysis of the results and a presentation. The results are then published on furthering your profiling. Cost: 8,000 Personalities in the Contact Centre Example of Market Research Analysis: Interactive Intelligence

6 Data Services TOP TIPS TO MAKE , CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE Whitepapers Whitepapers are one of the best ways to present thought-leading research to potential clients and present your company as more than just a vendor. These cannot be sales stories and must offer valuable content to the reader to ensure they will download the paper. These are promoted on the homepage, our 55,000 audience database & 20,000 strong newsletter subscribers. You gain the full contact details of all those who download your paper including job title, name, phone number, address, company name and number of employees. Cost: 4,000 PROVIDED BY IN ASSOCIATION WITH Dedicated mailers Due to the size of our portfolio and our experience in the contact centre and customer management sector we have an unparalleled database of 55,000 senior contacts. Third party, dedicated s are effective in showing insights, product launches or customer initiatives. Cost: 4,000

7 Start Your Campaign Today We help our advertising partners build brand awareness, generate leads and position themselves as thought leaders in a highly competitive market place. For more information please contact: Jason Rampersaud Sales Manager & Head of Digital Sales ICMI Customer Contact Expo 2015 T: +44 (0) E: Matthew Wilson Business Development Manager ICMI Customer Contact Expo 2015 T: +44 (0) E: Lucille Needham, Senior Marketing Manager, Genesys The project ran really well and we were pleased with both the quantity and quality of response as well as the project management from your side. I believe the data and the brand added to the calibre of the delegates that we attracted to the event. Overall we were pleased with the results and this is an activity we would look to repeat in the future. Clients

8 2015 Advertising Schedule Whitepaper - Whitepaper hosted on promoted by solus to generate leads Jan 05/01/ /01/2015 Feb 02/02/ /02/2015 Mar 02/03/ /03/2015 Advertising Coverage - Website Reskin for 2 weeks - Coverage in Newsletter Webinar or Market Research - Monthly webinar or Market Research report Whitepaper - Whitepaper hosted on promoted by solus to generate leads Apr 30/03/ /04/2015 May 27/04/ /05/2015 Jun 25/05/ /06/2015 Advertising Coverage - Website Reskin for 2 weeks - Coverage in Newsletter Webinar or Market Research - Monthly webinar or Market Research report Whitepaper - Whitepaper hosted on promoted by solus to generate leads Jul 22/06/ /07/2015 Aug 20/07/ /08/2015 Sep 17/08/ /08/2015 Advertising Coverage - Website Reskin for 2 weeks - Coverage in Newsletter Webinar or Market Research - Monthly webinar or Market Research report Whitepaper - Whitepaper hosted on promoted by solus to generate leads Oct 14/09/ /09/2015 Nov 12/10/ /10/2015 Dec 09/11/2015 Advertising Coverage - Website Reskin for 2 weeks - Coverage in Newsletter Webinar or Market Research - Monthly webinar or Market Research report

9 Callcentre.co.uk Content Schedule for 2015 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Theme Employee engagement, Organisational culture and morale Employee training and development Workforce optimisation Metrics that matter: measuring, forecasting and metrics Out with the old and in with the new: Current and emerging contact channels Award winning contact centres Traditional and new contact centre technology: What s still relevant in digital era Digital self-service and harnessing the community Customer experience and the Voice of the Customer (NPS/CSAT/etc) Data and compliance Outsourcing A year in review and planning for the future

10 is the online content resource for the customer contact industry and partners with a portfolio of live events, awards and benchmarking programmes serving Europe Customer Contact Expo Customer Contact Expo (formally Call Centre & Customer Management Expo) is the UK s largest customer service gathering, bringing industry buyers and sellers together in one lively marketplace, offering a full service to the entire industry. live.callcentre.co.uk/expo Customer Contact Conference Running alongside the Expo, the Call Centre Conference provides the latest information and knowledge on how to motivate staff and meet ever-increasing expectations. There truly is something for everyone in the programme, with a wide range of speakers and topics, all with insights, tips and ideas to share. live.callcentre.co.uk/conference European Contact Centre & Customer Service Awards Taking place annually in the summer, the awards bring together the most influential leaders within the customer service industry on a night designed to reward individuals and companies that have made a real impact over the previous 12 months. Top 50 Companies for Customer Service The Top 50 initiative is the UK s largest mystery shopping benchmarking programme which provides contact centres with the insight required to improve customer service. Culminating in a gala dinner and trophy presentation, the Top 50 programme helps companies to measure themselves on what the general public thinks is a great customer service experience across multiple channels.

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