Q3 Member Seminar 'Capturing, resolving and learning from complaints'

14th September 2016

'Capturing, resolving and learning from complaints' – Half Day Seminar, London

This half day seminar will focus on Complaints Management and how organisations are using complaints data to drive improvements in customer service.

We will share the latest trends on consumer behaviour when it comes to complaining and how the best organisations are responding. Our agenda for the day is:


13.00   Registration and Light Lunch/refreshments


13.30   Welcome and Introductions Ann-Marie Stagg, Chief Executive CCMA (UK)


13.45   Knowledge management (Verint) - In this session we will explore how deployment of an effective knowledge management programme can improve the customer and advisor experience, and reduce complaints.


14.15  Case Study – British Gas VIP complaints team, Phil Hansborough, Contact Centre Manager.  Hear from the 2016 UK Customer Relations Manager of the Year, about how British Gas drew insight from their complaints data to drive improvements in the customer journey.


14.45 Break


15.05 ‘The Nation of Complainers’ overview – Dave Pilling, Ombudsman Services.


The Consumer Action Monitor (CAM) report is one of the most comprehensive multi-sector studies into the state and prevalence of consumer complaints in the UK.  It provides insight into the number of problems experienced by consumers and how many of them take action in the form of complaining.  This presentation will cover the key insights from this fascinating report.


15.35 ‘Love Thy Complaints’ – James Walker, Resolver.


Resolver is a consumer complaints website whose goal is to help consumers get results by making complaining quick and straight forward.  They are independent, free and focused on improving consumer rights and satisfaction.  They’ve also teamed up with MoneySavingExpert.com, the UK’s biggest consumer advice website.  In this session we will explore how to understand consumer emotions and expectations when it comes to complaints.

16.30 Close


This seminar is suitable for: Complaints Managers, Contact Centre Managers, Customer experience professionals, Business Improvement Managers, Quality Managers. 

Timings: 1.30 – 4.30pm Central London