Organisations can turn their customers’ call centre experiences into moments that build customer advocacy, or they can deliver something that drives their customers away. The key is to define just how customer-centric you want to be, advises the CCMA’s Ann-Marie Stagg

Event Diary

The largest flood exhibition and conference in the world is coming to London’s ExCeL in September.

The Emergency Services Show takes place at the NEC from 20-21 September and is the only UK event for all involved in public safety.

World of Learning will feature even more opportunities to discover the latest in learning and development (L&D) with over 100 exhibitors, The Technology Test Drive, Learning Design Live, live workshops, one-to-one consultations, free seminars and its renowned annual conference.