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:
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.
Santander won the Gold award for Best Complaint Management Team at the 2017 European Contact Centre and Customer Service Awards.
Date: Tue 9 Oct 2018
Time: 9:30 am - 1:00 pm
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.
Santander show us how they have focused on customer insight and complaints to change their culture from metrics management to values management
Free for CCMA members