CCMA - Member Forum - Three - How we built an Award Winning Contact Centre
Date: 13/10/2022
Venue: Three, National Technology Park, Castletroy, Limerick.
We are delighted to get the opportunity to visit Three, winners of the accolade Contact Centre of the Year – Large, Best Customer Experience & Best use of Digital Services at the 2021 CCMA Awards.
In receiving these awards, the judges noted that Three is at the forefront of digital transformation, recognised for delivering real strategic value to Three’s customers, staff and business. With a cohesive and customer-led channel strategy supported by an effective operating model, Three is enjoying tremendous success demonstrated by the significant customer take-up of digital channels, improved customer experience and enhanced staff engagement.
During 2021 Three delivered a companywide digital transformation programme resulting in a more responsive and agile way of doing things. This transformation has enabled Three to connect to its customers in exciting new ways and empower its people to create better customer experiences. This success would not have been possible without a truly engaged workforce and Three clearly values the role and contribution of its people, evidenced by the approach they take to staff leadership, training, engagement and wellbeing.
At this event the team in Three will share insights on the following:
- Ronan O’Neill – Director of Service - Operating for Success – creating the ultimate Customer Experience providing customers with a better-Connected Life
- Edel Cahill – Digital Experience Manager - Technology Led Innovation – Giving customers the confidence to drive digital innovation
- Brenda Jones - Head of Business Care - Elevating Employee Engagement– Creating a culture that fosters engaged employees
Timings for this Members Forum will be as follows:
- 9:30 - 10:00 a.m. - Coffee
- 10:00 -11:00 a.m. - Presentation
- 11:00 -11:30 a.m. – Q&A
Please note competitors to Three Ireland are kindly requested not to register for this event.
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