Best Practice Visit: Responding to changes in customer behaviour with QA and training

How John Lewis used insights from quality monitoring to implement a virtual training programme to improve the CX

During this Best Practice Visit, the Quality and Training teams at John Lewis and Waitrose will share with us how they’ve responded to changes in customer behaviours using the insights provided through their quality monitoring. We’ll learn how they’ve built and delivered a new virtual training programme to over 2000 John Lewis partners.

During the session, the team will:

• Share with us how they have re-skilled and up skilled their partners to work in other areas of the business.
• Talk us through how they built a highly effective virtual training programme.
• How they have responded to vulnerable customers and trained their partners to deal with these type of conversations.
• How they have reacted to changes in customer behaviours and built these into training and development.

And you’ll have an opportunity to ask them questions too.

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Where and when?

Date: Thu 13 May 2021

Time: 12:00 pm - 1:30 pm

Location: Online

Who is it for?

Members only – Contact Centre Managers, L&D and Training teams

Why should you go?

Sharing best practice

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Your organisation: ^*

Organiser's email: ^*

Organiser's first name: ^*

Organiser's last name: ^*

Organiser's phone number:

Organiser's job title: ^*

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Attendee 1 First name:

Attendee 1 Last name:

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