During the pandemic, Believe Housing has overhauled their contact centre operation with the objective of improving all customer experiences, especially for their most vulnerable customers.

Having moved all advisors to remote working they now have visibility of advisor activity and greater customer insights than ever before, which is enabling them to support their advisors better and make more informed operational decisions. The impact is they can now see improvements in CX.

We’ve invited the Customer Experience Manager, Gary Lormor and Customer Experience Team Leader, Andrew Harland, from Believe Housing to share their story. We’ll hear how they are monitoring FCR and other KPIs for the first time and using these insights to better manage the operation.

We’ll also be asking them about the journey they have been on to select and implement their new contact centre technology during the pandemic and Brian Atkinson, GM EMEA from Five9, will tell us more about Believe Housings’ solution.

There is an opportunity for you to ask your own questions during the session, or simply sit back and listen as Leigh Hopwood, CEO at the CCMA, explores the Believe Housing story with our guests.

Speakers

Gary Lormor, Customer Experience Manager, Believe Housing

Andrew Harland, Customer Experience Team Leader, Believe Housing

Brian Atkinson, GM EMEA, Five9

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Where and when?

Date: Fri 11 Dec 2020

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Contact centre leaders that are looking for support as they seek to improve the contact centre operation

Why should you go?

Hear first-hand how Believe Housing has overhauled their contact centre and are now monitoring FCR and other KPIs to better manage the operation

How much is it?

Free for CCMA members

Book your place(s)

Please also book places on this event for the following people:

Attendee 1:

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

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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