Building Trust in Your Brand Through Customer Contact

As consumers, we want to trust that when we are in conversation with an organisation that we are not being defrauded. With BBC’s Scam Interceptors showing how easy it is to be duped, it’s the legitimate brands that are now looking at how to ensure that their customers have trust in them. 

As part of our programme to help contact centre leaders protect their customers, reducing fraud, we are going to explore where customer contact journey’s breakdown and how to bolster your contact strategy to better set customer expectations and increase contact success.

Join us as we discuss:

How your contact strategy ensures you speak to a customer every time
How you manage callbacks to optimise answer rates
Where in your customer journey are you at risk of losing brand loyalty
The cost of inefficiency and losing customers

For this one-hour online seminar, CCMA CEO, Leigh Hopwood will be joined by a panel of industry leaders, including Paul Carradice, Director of Contact Centre at Hidden Hearing, that will debate the challenge and share some of the strategies and approaches that they have adopted to increase trust with their customers through the contact centre.

About the Speaker

Paul Carradice, Regional Contact Operations Manager, Hidden Hearing

Paul is in his 14th year with Hidden Hearing, starting out as a Tele-appointer Coach and Trainer, and is currently managing a team of 36 contact operations agents, which spans from Inverness to Wolverhampton, with 2 contact centres in Leeds and Dundee with some remote team members working from home. Having worked in retail sales initially over 20 years ago, Paul worked his way off the shop floor into management and training; in his previous role before Hidden Hearing, he was responsible for contact centre induction training for a financial services company

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Where and when?

Date: Thu 24 Apr 2025

Time: 12:00 – 13:00

Location: Online

Who is it for?

Open to all.

Why should you go?

Explore where customer contact journey’s breakdown and how to bolster your contact strategy to better set customer expectations and increase contact success.

How much is it?

Free to attend.