THE DATE: 7th September
THE LOCATION: Swansea
THE DESCRIPTION: See how the business has recognised the contact centre as leading the way in customer service, an operational voice of the customer. Starting from the point where the Swansea centre was about to close, it has captured the imagination of the TUI board.
This transformation is entrepreneurial. It’s agile, based on continuous improvement. Passionate people are at the heart of success, alongside clear-headed management of resources. A host of initiatives include: knowledge and workforce management, voice of the customer, a new training structure, colleague forums and the opportunity for career progression – a winner in the local job market. The whole programme has delivered significant benefits: customers get through, they get answers and they get choices. Simply, they get better service.
Who should attend? This site visit is for anyone undertaking a major transformation project in customer contact areas. Whether in a leadership role or part of the Customer Experience, Change or Insight teams this will offer you the chance to see how careful planning, utilising customer feedback and having a clear strategic focus can deliver impressive savings and improved customer satisfaction.
THE ORGANISERS: The Forum
THE WEBLINK: http://theforum.social/Awards/ArticleId/4338