CCMA Members Forum - Bank of Ireland - Leadership & Technology – a Human Centred Approach
Date: 18/09/2024
Venue: Bank of Ireland, Whitestown, Tallaght, Dublin 24.
We are delighted to get the opportunity to visit Bank of Ireland's (BOI) Customer Experience Centre in Dublin. Winner of the awards for Best Use of Technology and Team Leader of the Year at the 2023 CCMA awards we will be joined by BOI's management team and Lisa Lynch Team Leader of the Year to discuss Leadership and Technology a Human Centred Approach.
Our host Barry Gallagher Head of Personal and Specialised Services will be joined by his colleague Claire Fitzgerald Training Manager to provide an overview of the BOI operation. The team will also discuss the customer and colleague (human) led design deployed in the design and development of the BOI Conversational IVR platform and benefits realised to date.
The event will include a Q&A with both Claire and Lisa to discuss leadership, diversity and inclusion and best practice mangement of a CX operation.
There will also be a discussion on training support for customer service advisors in threat to life cases and the development of anti racism scripting.
This is a breakfast briefing event that will take place from 9.30 a.m. till 11.30 a.m.
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