The TUI Site Visit: Releasing potential: gain the attention of the board 109 Filed under - Archived Content, The Forum 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 Author: Rachael Trickey Published On: 14th Jun 2017 - Last modified: 1st Sep 2017 Read more about - Archived Content, The Forum Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter