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CCMA Ireland - Contact Centre Management Association

The CCMA is the leading industry association for the promotion and development of the contact centre industry in Ireland.

Quality Measurement of Customer Effort - A Bord Gais Networks Perspective

At this event Bord Gais Networks will share their experience in designing and implementing a quality customer service measurement programme. They will also outline how they have begun to measure customer effort with a view to getting a 360 degree view of customer satisfaction. Bord Gais Networks Network Services Centre, St. Margaret's Road, Finglas, Dublin 11
March 14th 2012
 

Location

Bord Gáis Networks Network Services Centre, St. Margaret's Road, Finglas, Dublin 11.

 
 

Related Downloads

 
file
CCMA Bord Gais Networks Forum 14th March 2012 W5 PresentationDownload PDF [1.4 Mb]
Members Only
file
CCMA Bord Gais Networks Forum 14th March 2012 FEXCO PresentationDownload PDF [961.4 Kb]
 

Agenda

  • 8.30 a.m. - 9.00 a.m. - Registration and Networking 
  • 9.00 a.m. - 9.15 a.m. Welcome and Introduction - Dorothy O'Byrne, Managing Director CCMA.
  • 9.15 a.m. – 9.45 a.m. - Perspectives on value of customer satisfaction measurement - Paul O'Donoghue, Bord Gáis Networks.
  • 10.00 a.m. - 10.30 a.m. - Implementing and developing a customer survey programme - Mark Cullen, W5 (working with Bord Gáis Networks).
  • 10.35 a.m.- 11.00 a.m. -  Using customer satisfaction results to drive improvements in the contact centre - Rose Dunlea, Fexco.
  • 11.00 a.m. - 11.15 a.m. Close - a tour of the National Service Centre (NSC) is available for those who wish to participate.
     

Reserve a Place at This Event

Unfortunately this event is now fully booked. Please contact Dorothy at 087-2256055 if you would like any further information.