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Turning Escalations Into Opportunities

Turning Escalations Into Opportunities

Wednesday, October 4, 2023 (8:00 AM - 12:00 PM) (CDT)


What leads to a "BAA’d Customer Experience"? Business, Ability, Actions and Documentation. 

Matt Conant will lead us through his BAA'd Customer Experience model and teach us how escalations in your business can make you better!

We all experience customer escalations. They are disruptive, time consuming and morale killers…not to mention the impact to our brand and bottom line.

What most do not realize…those escalations, if handled correctly, provide you an opportunity to make your team and business better.

This hands-on session will discuss how to look at escalations differently, how to identify the problem and build actions around resolving them in a planful manner. Come ready to act!

Matt Conant is the Vice President of Customer Experience at EcoWater Systems LLC and serves on the Board of Directors for MWCCA. He is an accomplished strategist distinguished for analyzing situations, developing strategic plans, and implementing process improvements.

Eagan Community Center
1501 Central Pkwy
Eagan, MN 55121 United States
Event Contact
Midwest Contact Center Association (MWCCA)
(612) 964-4141
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Wednesday, October 4, 2023 (8:00 AM - 12:00 PM) (CDT)
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