CCMA Member Event to Hermes Contact Centre, Leeds
The theme for this best practise visit is: Deploying a virtual assistant to support the customer experience
The Hermes leadership team will share with us how they have created a digital Customer Experience strategy, putting customers fully in control of their parcel deliveries and automating customer service enquiries via ‘Holly’, their new chatbot, who continues to learn and develop as the year progresses.
During this interactive morning, the team will share with us…
– How they are continuously exploring innovative ways to implement digital technology across all contact channels, including telephone, email, chat and Social Media.
– How they have created their virtual assistant Holly, and how the getting the tone of voice right was key.
– How they continuously review the success of CX automation, and their roadmap for 2019 and beyond
– How the automation has allowed for a positive re-investment in their workforce to increase staff engagement
As well as enjoying a tour of their operation you will have the opportunity to meet with your peers and Contact Centre leaders to share experiences on this topic
About the host
Hermes is the second largest delivery company in the UK delivering 330 million parcels’ in 2018, and operates across Europe owned by the Otto Group, Germany.
They have 700 staff across two Customer Service sites, one at their Head Office in Leeds, and one with an Outsource Partner, handling over 4 million enquiries in 2018.
Where and when?
Date: Thursday 8th August 2019
Time: 9:30 am – 1:00 pm
Who is it for?
Contact Centre Managers, Digital Managers, Heads of Department, Change Managers, Business Improvement Managers, Customer Engagement Specialists, Team Managers, Quality Managers, Resource Planning Managers.
Why should you go?
To reserve your place on this CCMA Member event Click Here
The CCMA (Call Centre Management Association) is the longest established association representing the contact centre industry in the UK. The membership organisation supports contact centre leaders through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training. Its aim is to offer timely and impartial advice to its members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments.