Barclaycard Social Media Site Visit – Tuesday 14th February, 10.30am – 1pm, Teesside
Barclaycard placed third in social media in 2016, with a massive score of 93.7%. They are opening up their contact centre for an inside look on how they provide a consistently excellent service to their customers on this platform. On the day, the Barclaycard Social Media team will be covering:
- The Barclaycard Social Media Journey so far
- How do we use Social Media Insight & Voice of the Customer
- Voice of the Customer
- Personalisation and Magic Moments
Personalisation Workshop – Wednesday 29th March, 9.30am – 12pm, Top 50 HQ, 240 Blackfriars, London, SE1 8BF
This workshop brings together high scoring 2016 Top 50 members to share case studies on what they do to achieve excellence in personalisation across different channels. This pillar can be challenging to improve on, but Top 50 results show that personalisation is consistently a key driver for customer satisfaction, loyalty and recommendation. Our London workshop features the following Top 50 2016 members:
- Caravan and Motorhome Club
- Geoffrey Insurance
Personalisation Workshop – Tuesday 25th April, 1.30pm – 4pm, UBM Office, Cheshire Oaks, CH65 9HQ
Not to leave out our north-based members, our personalisation workshop is coming to Cheshire Oaks. Featuring three more 2016 Top 50 members who achieved high scores in personalisation, you will hear their inside tips and case studies on how they bring this into standard practice in their contact centre. There will also be time for Q&A and discussion during the session. We have confirmed for this workshop:
- KC Contact Centres (for Network Rail)
- NS&I (with outsource partners Atos)
Mobiles.co.uk Site Visit – Emails: Webforms – Wednesday 24th May, 10am – 1pm, Loughborough
Mobiles.co.uk are opening up their contact centre to share about how they scored 90.1% in the email channel in 2016 while using a webform – something that can get overcomplicated and frustrating for customers if not well-designed! This site visit is ideal for members who use webforms and want to pick up some tips on how to improve user experience as well as their Top 50 score.
Sony Site Visit – Calls: Most Improved 2016 – Thursday 15th June, 10am – 12pm, London
Sony were our most improved in calls in 2016, moving up 33 places in the rankings to achieve a score of 92.3%! They will be hosting a site visit with their outsource partner Sykes to share how they achieved this. This site visit is targeted at those Top 50 members who outsource and would like to learn how to drive improvement while working with your outsource partner, as well as Top 50 members who are aiming for an improvement in their calls score in 2017.
Meet the people behind the results – Geoffrey Insurance Site Visit, Thursday 13th July, 1.30pm – 4pm, Whitstable
Geoffrey Insurance are a consistently top scoring company in Top 50 (2nd in Calls, 1st in Social Media, ranked 6th overall) so I am delighted to announce a site visit with talks from their team leaders, advisors and trainers about how they created a customer centric and rewarding contact centre. We will also have some Q&A time if you have other topics you would like to hear about, and you can pre-submit your questions to me (as well as asking on the day).