CCMA Secial Interest Group: Complaints Management
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?
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
For additional information on this event or to register Click Here
