Get Connected 2016

Apr 27

Royal Over-Seas League, Over-Seas House, Park Place, St James’s Street, London, SW1A 1LR

This event is supported by:

Achieving and delivering extraordinary customer service has been an aspiration for many years for contact centre professionals across the UK. During this half-day event, we will explore the challenges of achieving this level of service and highlight the substantial benefits of focusing on what matters to the customer, getting the basics right first and reducing effort. Join 150+ contact centre professionals to learn practical tips and best practices in contact centre management.

This event is free to attend

Event timetable

Time Presented by Event
09:30

Arrivals and registration

10:00-10:30 https://www.puzzel.com/uk/wp-content/uploads/sites/2/2016/04/logo-ccma.png

Introductions and Key note
Colin Hay and Ann-Marie Stagg

Low customer effort is the new black – delighting the customer should not be a priority – let us prove that to you. Colin Hay & Ann-Marie Stagg talk through the state of the contact centre world as we see it today, offering proof that if you get the basics right, you’ll already be head and shoulders better than your competition.

10:30-11:00 https://www.puzzel.com/uk/wp-content/uploads/sites/2/2016/04/logo-brainfood-timetable-transparent.png

How to reduce call volumes in a way that will reduce customer effort
Martin Hill-Wilson

During this presentation you will find out ways organisations can reduce the number of preventable calls and other live agent contacts they receive and drive up the number of contacts that provide true ‘customer value’.

11:00-11:30

Networking break

11:30-12:00 https://www.puzzel.com/uk/wp-content/uploads/sites/2/2016/04/ombudsman.png

Ombudsman Services - ‘The Nation of Complainers’ overview
David Pilling

The Consumer Action Monitor (CAM) report is one of the most comprehensive multi-sector studies into the state and prevalence of consumer complaints in the UK. It provides insight into the number of problems experienced by consumers and how many of them take action in the form of complaining. This presentation will cover the key insights from this fascinating report.

12:00-12:30 https://www.puzzel.com/uk/wp-content/uploads/sites/2/2017/03/host-puzzel.png

Making the tech work
Thomas Rodseth

VP of Product at Puzzel will demonstrate the ‘art of the possible’ with a complete demonstration of what can be done today and what to look forward to in the future when it comes to technology.

12:30-14:00

Lunch & Networking

Speakers

Ann-Marie Stagg

Ann-Marie Stagg

Chief Executive

CCMA

David Pilling

David Pilling

Ombudsman Services

Martin Hill Wilson

Martin Hill-Wilson

Brainfood Consultancy

Colin Hay

Colin Hay

VP Sales

Puzzel

Thomas Rodseth

Thomas Rodseth

VP Product & Marketing

Puzzel