Manager of the Year
How do you build something from nothing and make sure everyone from agent to executive is bought in and advocating your new model? Come and find out from Kirsty Ringer, B&CE, as she presents how living the values through her inspirational first six months have provided a step-change in customer experience excellence.
- Hear their top tips for engaging stakeholders, colleagues and customers
- See how focus on the right KPI can drive NPS and C-SAT
- Learn how knowing your numbers and how to present their story can establish lasting credibility
Kirsty Ringer joined B&CE at the beginning of the year as the Quality Assurance & Complaint Manager, after over 10 years at OneFamily, where she worked in various roles including Customer Service Manager, Call Centre Manager and then Quality Assurance Manager.
In the short space of time that Kirsty has been at B&CE she has designed and rolled out a new Quality standards and framework that measures outcome based on 5 key customer experience categories. She has sought to engage and collaborate at every stage and with every level, and as a result the framework now underpins our commitment to customer excellence and setting the highest possible standards. Along the way she has developed and expanded her team of Quality Advisers into a team of true service excellence ambassadors.