Consumer Duty and the impacts on workplace culture - The Contact Centre network

In this months The Contact Centre Network event we will be exploring how workplace culture may change with the introduction of Consumer Duty.

We know that there are lots of plates to spin in the contact centre and lots of metrics to manage, people are one of the biggest assets, in this episode we explore what might be the downstream impacts on people, process and culture in the contact centre as a result of changes to consumer Duty.

We explore how metrics might need to change, how process may nheed to be adjusted and what the role of training and development is within the contact centre to support the frontline.

We also explore what the real purpose of the contact centre needs to be and how leadership stesp up to the plat to support the team leaders and frontline moving away from a culture of cost and effeciency to value and Customer experience.

To help with this debate is Culture Strategist Danny Wareham from Firgun and Vulnerable customer Specialist Chris Jones from VCX ltd

Please come along and join us and dont forget to register via the link in the event!

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