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

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2015 Media Pack

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For more information please contact Jason Rampersaud

T:+44 (0)20 7921 8479 E: jason.rampersaud@ubm.com

The UK’s most trusted resource for the contact centre and customer service community.

CallCentre.co.uk 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

Website Example Visitors

Insight

l

Analysis

l

Strategy

l

Innovation

91 %

LOCATED

WITHIN UK

64 %

MANAGEMENT LEVEL

OR ABOVE

17 %

DIRECTOR

LEVEL OR

ABOVE

Business Process Outsourcing

in Bosch Quality

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Geographical area Job position

Job function company's main activity

91% UK & Ireland

4% Europe

2% Asia

2% Middle East & Africa

1% Other

24% Customer service/CRM

22% Sales/Business development

18% Call centres/Customer contact centre

5% Hr/training/Recruitment 4% Logistics / Operations 14% Marketing 6% IT and Telecoms 15% Telecommunications 3% Utilities 3%Travel & Transportation 6% Public sector/ Education/ Governemt 13% Finance/ Banking/Insurance 15% IT/High-tech manufacturing & services 8% Media/marketing 7% Consultancy 7% Outsourcer 5% Retail/mail order

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

3% Holidays/ Hotel/Leisure

Visitor Demographics

55,000

CONTACT CENTRE & CUSTOMER SERVICE DATABASE

20,000

AVERAGE UNIQUE VISITORS PER MONTH

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For more information please contact Jason Rampersaud

T:+44 (0)20 7921 8479 E: jason.rampersaud@ubm.com

Display Advertising

Options

Website:

CallCentre.co.uk

We have 4 advertising positions on CallCentre.co.uk as shown on the right.

We have website reskin, MPU, leaderboard and newsletter button opportunities scheduled every 2 weeks.

Cost:

£1,500

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 Email Newsletters

Social media integration

Keep your profile updated with your official Twitter feed

£1,000

for 12 month listing

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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 CallCentre.co.uk website and featured in our newsletter.

Cost: £8,000

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 CallCentre.co.uk furthering your profiling.

Cost: £8,000

Example of Market Research Analysis: Interactive Intelligence

Personalities

Contact Centre

inthe

Personalities

Contact Centre

inthe

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For more information please contact Jason Rampersaud

T:+44 (0)20 7921 8479 E: jason.rampersaud@ubm.com

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 emails are effective in showing insights, product launches or customer initiatives.

Cost:

£4,000

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 CallCentre.co.uk

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, email address, company name and number of employees.

Cost: £4,000

Data Services

TOP TIPS TO MAKE EMAIL,

CHAT AND MOBILE CUSTOMER

SERVICE COST-EFFECTIVE

AND RESPONSIVE

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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

CallCentre.co.uk

T: +44 (0)20 7921 8479

E: jason.rampersaud@ubm.com

Matthew Wilson

Business Development Manager

ICMI Customer Contact Expo 2015

CallCentre.co.uk

T: +44 (0)20 7955 3965

E: matt.wilson@ubm.com

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 CallCentre.co.uk 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.

Lucille Needham, “

Senior Marketing Manager, Genesys”

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For more information please contact Jason Rampersaud

T:+44 (0)20 7921 8479 E: jason.rampersaud@ubm.com

2015 Advertising Schedule

Whitepaper - Whitepaper hosted on CallCentre.co.uk promoted by solus email to generate leads

Whitepaper

- Whitepaper hosted on CallCentre.co.uk promoted by solus email to generate leads

Whitepaper

Advertising Coverage

- Website Reskin for 2 weeks - Coverage in Email Newsletter

Webinar or Market Research

- Monthly webinar or Market Research report

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Callcentre.co.uk Content Schedule for 2015

Theme

Jan

Employee engagement,

Organisational culture and morale

Feb

Employee training and development

Mar

Workforce optimisation

Apr

Metrics that matter: measuring,

forecasting and metrics

May

Out with the old and in with the

new: Current and emerging contact

channels

Jun

Award winning contact centres

Jul

Traditional and new contact centre

technology: What’s still relevant in

digital era

Aug

Digital self-service and harnessing

the community

Sep

Customer experience and the Voice

of the Customer (NPS/CSAT/etc)

Oct

Data and compliance

Nov

Outsourcing

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For more information please contact Jason Rampersaud

T:+44 (0)20 7921 8479 E: jason.rampersaud@ubm.com

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.

www.callcentre.co.uk/awards

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.

www.callcentre.co.uk/top50