In this CCMA Circle, we are joined by Sage, the Silver award winner for the ‘Customer Resolutions Team of the Year’ category at the UK National Contact Centre Awards 2026. They will share show they’ve transformed complaints from something needing to be resolved to a powerful driver of improvement across the business. Rather than simply closing cases, the team uses customer insight to influence product development, strengthen their customer conversations, prevent repeat issues and rebuild trust at the moments that matter most.

We’ll explore how to create a complaints culture that goes beyond resolution, from empowering colleagues to make confident decisions and using insight to prevent issues before they happen, to balancing empathy with accountability and using AI responsibly to enhance, rather than replace human judgment. We’ll also discuss how complaints teams can become trusted partners across the organisations, influencing change far beyond the contact centre.

Bring your own experiences, challenges and ideas as we discuss how complaints teams can create better outcomes for customers, colleagues, and the wider business, sharing practical approaches that have delivered measurable results and learning from one another in an open, collaborative conversation.