The theme for this best practise visit is: Managing behaviours not metrics to improve performance 

Join us on this best practice visit to 2017 ECCCSA award winners Santander. The leadership team will share with us how they have focused on customer insight and complaints to change their culture from metrics management to values management.

Meet the team behind the ECCCSA award win. They will share how they have moved away from a culture of metrics to one all about solving problems for their customers.

During this best practice visit you’ll hear:

  • How they have introduced new ways to monitor performance of the business and how that has driven a new culture
  • How they focus on behaviours and values
  • How they maintain consistency of performance over multiple sites
  • Their tips on how to shape and maintain a successful culture

As always, you’ll also have a tour of their award-winning contact centre and the opportunity to meet with your peers to share ideas and experiences on this topic.

About the host

Santander won the Gold award for Best Complaint Management Team at the 2017 European Contact Centre and Customer Service Awards.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

Where and when?

Date: Tue 9 Oct 2018

Time: 9:30 am - 1:00 pm

Location: Glasgow

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?

Santander show us how they have focused on customer insight and complaints to change their culture from metrics management to values management

How much is it?

Free for CCMA members

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

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