Resolution Forum September 2018
On the 26th September - on what proved to be a rather bright and warm autumn day - the Resolution Forum hosted by Resolver returned to London once again, though due to high levels of interest, it took place in new quarters in Covent Garden. Resolver were joined on the day by delegates and speakers representing organisations from across numerous sectors of industry.
The day opened with a networking lunch before the first of the planned presentations were conducted. Tom Reader and Alex Gillespie from the London School of Economics were first to address the room with a truly fascinating talk on the validity of complaint data.
Andy Eadle, Director of Customer Services at First Utility, was next to present on the topic of transforming complaint handling.
After a networking breakout session, Professor Moira Clark, Director of the Henley Centre for Customer Management, presented a thought-provoking study on how to make life easier for customers, detailing strategies for businesses to develop their complaint handling for better resolution outcomes.
Ben Lyons, Service Centre Operations Manager at the Co-op, was next to present on the subject of how best to position the contact centre as a strategic asset.
The final presentation of the Forum came from Resolver's very own Data Science team, who conducted a talk on applying machine learning to benchmarking and root cause analysis.
The day was concluded with a round table discussion as part of the evening drinks reception.
Resolver are already working on the format and content for the next Resolution Forum scheduled provisionly for early 2019 so look out for updates coming soon.
If you would like to register early interest in attending the next Resolution Forum you can email our Business Egagement team here.
"I thoroughly enjoyed attending the Resolution Forum, I thought it was great. The speakers, format and location were all spot on."
Claire Carroll, Head of Co-op Customer & Membership Service
"The Resolution Forum provided a fascinating insight into how complaints can help you develop strategies for your business."
Steve Clark, Head of Business Operations, British Parking Association