Performance and quality challenge: September 2018 - January 2019
– September 20th
– Oct 11th
– November 1st
– November 22nd
– January 17th
Back by popular demand! With limited space available, only four teams from Wales!
A highly regarded transformation programme focussed on helping your centre to deliver a more effective approach to quality management that fits the needs of today’s customers and contact centre teams.
The challenge will encourage you to think differently about your challenges and provide advice and encouragement along the five month journey as you develop your own customised union.
SESSION 1 –
The background to the challenge, the reasons for improving quality management and how do you compare against an ideal set of P&Q competencies.
SESSION 2 –
Fresh ideas and the latest research on service culture to make day to day quality management more effective inclusive and motivating.
SESSION 3 –
Address better team performance and smarter cross functional working to tackle quality failures in customer journeys.
SESSION 4 –
Where all partial solutions and good ideas finally get into an inter-related ecosystem of aims, culture, competencies and daily practice.
SESSION 5 –
The final session provides an opportunity to share and learn from each other’s outcomes and to celebrate all the hard work over the five months with awards and accreditations.
A booking form is attached, we are limited on the number of teams that can attend.
Simply complete and return the form to me today to secure your teams place, you may know the names of the people that you want to attend immediately, if not these can be confirmed at a later date.