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.

About the host

Emovis celebrated two awards at the UK National Contact Centre Awards 2020: Gold for the Best Diversity and Inclusion Programme and Bronze for the Most Effective Employee Engagement Programme (Small).

Emovis is a global leader in toll-based mobility solutions. With a team of over 600 multi-disciplined experts over various sites across the UK, their main contact centres are based in Leeds and Liverpool and their focus is helping millions of motorists travel seamlessly along some of the world’s most advanced and busiest cities and highways.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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

How much is it?

Free for CCMA members

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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