How empowerment can unlock customer experience excellence
Learn about the ways in which engaged employees can become advocates for your business and deliver a better customer experience. It is also true that they are one of the richest sources of data within our customer contact centres. Employees who are listened to and help to shape change within an organisation are generally the most engaged. This interactive workshop is designed to give your clear ideas for an improvement roadmap; it will be led by a specialist from the Forum and experienced practitioners and experts
In this workshop, we will explore:
- Techniques for capturing the employee voice
- Examples of organisations doing it successfully
- Linking VOE data to VOC data to understand what improvements we can make
With over 20 years experience working in the industry, Leigh McIlwaine proud to have achieved a high level of specialist skills In Contact Centre & Back Office Resource Planning. Alongside Senior Management level experience of Planning and Operational management, my previous roles have involved business development, business planning and process improvements fit for any business, irrespective of size, sector or industry. I have also worked in both in-house and outsourcing environments. As a recognised University teacher, I have a passion for striving towards the achievement of Contact Centre roles as a professionally recognised industry.