SIG - Complaints Management: June 2025

If you are running a complaints team and want the opportunity to share your current challenges with industry colleagues, then we invite you to join this event.

These round table 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

Topic: Getting to the Root of the Matter

12:00	Welcome & Introductions	Kate Law, Membership & Learning Director CCMA
12:15	The Real Root Cause In this breakout session, members will have the opportunity to discuss and share their approaches to root cause analysis, identifying complaint trends, and integrating this data into continuous improvement processes. Do we truly understand the underlying root causes of the issues we face? And how are we addressing the complexities of managing multiple complaint issues at once?	All
12:45	Customer Experience at It’s Best Delivering an exceptional customer experience often comes with its own set of challenges. However, by truly listening to both your people and your customers, it becomes clear that a great experience can lead to remarkable results. Paul will join us to share the journey that the Ocado team embarked on, which ultimately led them to win Bronze for Best Customer Experience at the 2024 European Contact Centre and Customer Service Awards.	Paul Greenwood, Customer Services Director, Ocado
13:15	AOB & Close	Kate Law, Membership & Learning Director CCMA

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Where and when?

Date: Thu 12 Jun 2025

Time: 12:00 - 13:30

Location: Online

Who is it for?

Managers who are responsible for complaints in the contact centre. Members only.

How much is it?

Free for CCMA members

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SIG – Complaints Management: June 2025

Agenda

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