SIG - Complaints Management: July 2024

Discover how leveraging complaints data can drive impactful changes, remove friction points, and enhance overall operations. Through expert-led discussions and panel sessions, we will explore effective strategies and change models tailored for contact centres. Engage with industry leaders as they share their experiences in transforming complaints into valuable opportunities for growth and improvement.

These roundtable events include presentations from industry experts sharing insight and research, member case studies and round table discussions.

As always, they provide you with the opportunity to share ideas and benchmark your own organisation against other member organisations.

Come join us.

Agenda

12:00 – Welcome and CCMA update	Laura Farrell, Engagement Manager, CCMA
12:20 – Complaints in the Continuous Improvement Journey TUI has been on a major transformation journey over the last couple of years. Claire, who leads the contact centre operation, will explain how they use the insights within their complaints team to drive continuous improvement for TUI customers. She will share their approach to root cause analysis and how they use the data to remove friction points. Find out how they find the balance of driving change and taking frontline colleagues on the journey.	Claire Emery, Head of Contact Centre Operations, TUI
12:50 – Roundtable Debate: Strategies and Key Roles for Driving CI Hear how different brands are using complaints data to drive effective continuous improvement strategies. What change model works for your contact centre? Who is key within your contact centre when understanding complaints root causes and to then drive change to remove friction?	All
13:20 – AOB & Close	Laura Farrell, Engagement Manager, CCMA

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Where and when?

Date: Tue 9 Jul 2024

Time: 12:00 - 13:30

Location: Online

Who is it for?

Heads of, Senior Leaders, Complaints Resolution Managers, Business Improvement Managers, Customer Experience Managers, Customer Insight Managers.

How much is it?

Free for CCMA members

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Attendee 1 email: ^*

Attendee 1 first name: ^*

Attendee 1 last name: ^*

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SIG – Complaints Management: July 2024

Agenda

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Where and when?

Who is it for?

How much is it?

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