Contact Centre Efficiency

Working With Continuous Improvement in a Customer Service Operation

Monika Lutke-Daldrup, Head of Consumer Services, Lego presents on how continuous Improvement starts with the management and under their leadership works down through the organisation. Improvement also requires a high degree of change and change management is a vital piece of the continuous improvement puzzle.

Streamlining Operational Activities to Ensure an Effective & Customer Focussed Workforce

Neil Blagden, Director of Customer Strategy & Business Operations, CCO, DirectLineGroup presents on the fact the customers are the lifeblood of any business, but how do we attract new customers and retain existing ones with limited – or no – budget. Neil discusses how DirectLine has taken the journey to reduce costs across the business, whilst still maintaining an excellent level of customer service and building an internal culture that strives to put the customer first.