British Gas Member Visit, Leeds

8th December 2016

The ‘good practice’ topic for this member event is: ‘Capturing, Resolving and Learning from Complaints’

This member visit will focus on Complaints Management and how British Gas are using complaints data to drive improvements in customer service.

Phil Hansborough who was named 2016 Customer Relations Manager of the Year at the UK National Contact Centre Awards will share how he has used complaints data to inform the customer journey and improve the overall experience.

This event will be of interest to: Customer Relations Managers, Contact Centre Managers, Team Managers, Customer Insight Managers, Employee engagement professionals

The timings for the event are: 9am to 1pm