This half day special interest group session will focus on how to maximise the use of data whilst maintaining a human touch.
Our member’s case study will show how to use data and insight to improve complaints processes.
We will also explore why complaints still escalate despite good processes, procedures and policies, and how ‘human centred thinking’ is actually the secret to a good customer experience in complaints.
There will also be a round table discussion to share how your structure and organisational design supports your customers
Date: Tue 22 Jan 2019
Time: 12:30 pm - 4:30 pm
Complaints and Customer Relation Leaders and Managers, Customer Experience professional, Business Improvement Managers, Contact Centre Managers
Free for CCMA members