Sky UK Member Visit, Livingstone, now FULLY BOOKED

22nd September 2016

Sky is Europe’s leading entertainment company. The group serves 21 million customers across five countries: Italy, Germany, Austria, the UK and Ireland.  They employ over 13000 advisors in their contact centres across the UK.

The focus for this member visit: 'Transforming quality monitoring'

Ann McCormack, Head of Quality is responsible for developing and delivering the quality framework across all sales, service and retail operations. Ann ripped up the rulebook and implemented a quality programme that removed the tick boxes and embedded a culture where people are genuinely encouraged to learn and improve. Her work in this area earned her the title of UK Quality Manager of the Year at the UK National Contact Centre Awards. Join us for this visit to hear more about the programme and her inspirational but practical approach.

During this visit we will also explore how voice analytics can support quality monitoring.

Who is this visit suitable for:

Call Centre Managers, Quality Managers, Team Managers with responsiblity for quality, Business Improvement Managers.