The theme for this best practice visit is: How to improve complaint handling and fast track changes in the call centre
On this visit to the award winning New Day Contact Centre operation, the leadership team will share with you their new customer resolution programme and how they have fast tracked changes on the back of this initiative.
The New Day team will share with us how they have launched a new programme that is continuingly improving and resolving customer frustrations and how their teams have embraced this new way of working.
During this interactive morning, they will:
- Deliver an insightful session on how they have improved complaint handing and increased customer engagement
- Share tips on how to fast track change through the business, no matter how big or small
- Give us a tour of their 800-seat contact centre, which has been designed to provide a co-operative environment for their multi-channel teams
- Provide the opportunity to network with your industry peers to share experiences
About the host
New Day offer an alternative approach to financial services with over 5.4 million customers, their mission is to ensure customer get the best out of all credit can provide. They work in partnership with established retailers, including House of Fraser, Debenhams and Laura Ashley. They won a bronze award for Best Complaint management team at the 2017 European Contact Centre and Customer Service Awards.
Book your place(s)
Where and when?
Date: Wed 30 May 2018
Time: 9:30 am - 1:00 pm
Who is it for?
Complaints Managers, Customer Relations Managers, Contact Centre Managers, Heads of Department, Business Improvement Managers, Colleague engagement specialists, Insight Managers, Voice of the Customer specialists, Quality Managers.
Why should you go?
The NewDay contact centre is award-winning and they will share details of their new customer resolution programme.
How much is it?
Free for CCMA members