The Forum's Customer Strategy & Planning conference speakers for 2021 are a wide variety of experts and professionals.
When Cara Wilson stepped into her role as Manager of the SMART team at Jet2, she wasn’t looking for quick fixes. She was focused on creating meaningful support systems that prioritised colleague wellbeing. Absence in the contact centre was high, and the processes to manage it weren’t always fair or effective. Cara wanted to change that—not just by reducing absence but by making sure colleagues felt genuinely supported.
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