The theme for this best practise visit is: How to reduce complaints and improve complaint handling
Echo’s Customer Experience & Quality Manager Joanne Shepherd won silver for ‘Customer Relations Manager of the Year at the 2018 UK National Contact Centre awards. This was in recognition of Echo’s journey to both reduce complaint volumes and improve complaint handling for their water sector client, leading to 1st place position in the sector’s complaints league table for 2018/19.
Join us for this half day event where the team will share with you their journey.
During this interactive morning, they’ll discuss…
- Root cause analysis and how it helped them identify issues that cause complaints and put in place action plans to prevent further complaints
- How they define and measure complaints
- How they have focused on improving processes and procedures
- How they have used insight to improve the customer journey improve efficiencies
About the host
Book your place(s)
Where and when?
Date: Thu 5 Dec 2019
Time: 9:30 am - 1:00 pm
Who is it for?
Heads of Department, Contact Centre Managers, Complaints and Customer Relation Managers, Learning and Development Managers, Business Improvement Managers, Team Managers, Training Managers.
Why should you go?
Hear first-hand how Echo Managed Services have transformed their complaint handling and driven down complaint volumes across the organisation.
How much is it?
Free for CCMA members