Performance and Quality Workshop 2 October Olympia

2nd October 2013

CCMA Performance and Quality workshop

Quality monitoring programmes have been in place in contact centres for many years now – some of them are getting rather tired and some of them are over complicated. Here is your chance to review what you do and to learn the details of what is a useful and practical benchmark.

Join the Call Centre Management Association (UK) at our FREE seminar to be held in the Club Room at Olympia in London on the 2nd October between 10.30 and 12.30.

Martin Hill - Wilson will facilitate the session and he will help you to understand and then to implement the next generation of operational practice for performance management and quality monitoring in your contact centre.

Top results from the UK wide P&Q survey have revealed:

• Only 1 in 5 say that performance and quality in their organisation is an empowering form of self-management • Less than half say it is an effective way of capturing performance insights

• Nearly half say it is not an effective trigger for coaching that makes a real difference

• Nearly 90% say improving the relevance of coaching is the most important capability on their wish list

These results are currently fuelling debate around the popular topic of next generation performance and quality. It's a subject that has sparked real interest within the contact centre industry; join us at this seminar to tell us how you feel about the way performance management and quality monitoring currently works, and then to share a vision of how it could be and to gain some real insight and practical frameworks to take back to your workplace.