Senior Managers User Group

online - Virtual

An invite to all senior contact centre managers, this is your unique opportunity to meet and collaborate around key strategic issues that impact your business. Zoe Payne, Operations Manager at LV=  is Chair of the group,  using her vast experience to ensure an effective meeting. Zoe has a key focus ... Read More

Senior Managers User Group – The Art of the Possible

online - Virtual

The Art of the Possible Have you ever wished you could collaborate more with other leaders who face similar challenges to you and are also spearheading change in their respective organisations? Getting a strong perspective on what everyone else is focused on, what’s working and what’s not? That’s what this ... Read More

SMUG – Heating or Eating

online - Virtual

Leadership in advance of winter. Let’s look at the impact of cost of living increases on customers’ behaviour and what our organisation needs to do in response. Eg you might be an insurance company with no obvious immediate connection to heating/eating, however customers may be looking to reduce costs in ... Read More

Senior Managers User Groups

online - Virtual

Christmas sends us all on rampant buying spree and it’s a timely point in the year to consider what good practice in providing products and services for customers looks like in 2022 and how it will be different in 2023. As Senior Managers, its crucial to keep stimulating our brains ... Read More

Senior Managers User Group

online - Virtual

Feb 2023: Metrics that Matter and Motivate  In a world where so much is measurable, which KPIs are useful in maintaining the focus on Customer Experience (and which are not)? In this session we will explore with the group the different metrics used by different organisations, how well they work ... Read More

Senior Managers User Group (SMUG) Third-party Review Sites

online - Virtual

Senior Managers User Group (SMUG) Third-party Review Sites   Review Sites – those wonderful places that expose your laundry in public whether you like it or not! Love them or loathe them, your control over them is very limited, but it’s risky to leave them fester without your engagement. As ... Read More