Reaching and maintaining a good level of customer satisfaction while going through changes in the contact centre is not only vital but can be challenging. Join us as we explore why CSAT is important and hear from members how they are managing it.

You already know that customer satisfaction is important. Recent events have tested the resilience of your CSAT and customer feedback processes, and some have experienced positive spikes in customer sentiment. Reaching and maintaining a good level of customer satisfaction while going through changes in the contact centre is vital, but it can also be very challenging.

How you deliver customer service, engage with your customers, collect customer feedback and manage complaints are all vital components to delivering an excellent overall customer experience.

Simon Brunger, Divisional Support Director at Capita, will be sharing how they have an agile approach and use customer feedback to make improvements that ultimately drive up CSAT. Supported by ServiceNow, we will ask:

  • Why Excellent Customer Service in the Contact Centre really matters
  • What drives a Compelling Customer Experience in the Contact Centre ?
  • Different Approaches to Measuring and Tracking Customer Satisfaction in Contact Centres
  • How to use Customer Feedback to drive Business Performance Improvements

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)

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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Tue 15 Sep 2020

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Contact centre and CX leaders responsible for CSAT in the contact centre

Why should you go?

Explore why CSAT is important and hear from members how they are managing it

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:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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