13 contact centres will be opening their doors as part of the National Site Visit programme organised by The Forum.
This year, thirteen site visits will be held between June and September across the UK. All the organisations involved were finalists in this year’s Customer Contact Innovation Awards, presented last April.
The case studies offer innovation in planning, insight and quality and customer experience – with the focus on raising standards and meeting increased customer expectations.
The following site visits are planned:
- Ageas Retail Direct – Transforming planning and sharing best practice. 7th July, Bournemouth.
- British Gas Residential Energy – A comprehensive review of working patterns. 18th June, Leeds.
- British Gas Services – Delivering the end-to-end customer experience. 17th June, Stockport.
- Direct Line Group (DLG) – Risk & compliance: see how confidence sets people free. Doncaster, 24th June.
- Essex and Suffolk Water – Coaching, quality and improving customer experience. Lowestoft, 24th June.
- HM Revenue & Customs – Automating security transforms the call. Cardiff, 10th September.
- Hughes Insurance – EQUIP: quality and continuous improvement. Newtownards, 17th September.
- LV = – Engagement: driving a customer culture. Croydon, 9th September.
- LV= – Homeworking: A flexible working culture. Croydon, 18th September.
- Motability Operations – Ask Mo: how knowledge gives confidence with customers. Bristol, 8th September.
- NHS Business Services Authority – Planning across the business for Patient Services. Newcastle, 15th September.
- RESPONSE – Transform how communication happens in the business. Glasgow, 25th June.
- RSA Insurance Group: Shared services: making things better together. Halifax, 16th June.
Dave Vernon
“The level of impact demonstrated by specialist support teams in these organisations is astounding. Confident skilled professionals really do make innovation a reality,” said Dave Vernon, Head of Membership at the Professional Planning Forum. “These site visits are hugely valued by our members as a very practical way to share best practice and trigger new ideas.”
Normally available only to members, The Forum is offering the wider community the opportunity to attend from only £250pp + VAT.
For more information, visit The Forum’s website.
Author: Megan Jones
Published On: 10th Jun 2015 - Last modified: 22nd Mar 2017
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