The theme for this best practise visit is: How to create an operational excellence programme that transforms your contact centre
Meet the winner of the UK National Contact Centre Manager of the year at this visit.
The team at Sage will share how they created an Operational Excellence programme called PERFORM which focused on cultural transformation.
This programme centred around how people work, what they do and why they do it – which resulted in changes to their operating model, improved efficiencies and productivity.
The programme looked at what customers really needed and valued, keeping them at the heart of the organisation.
During the morning the leadership team will share with us:
- How they have developed and implemented this programme
- What has worked well for them and importantly, what hasn’t.
There will also be a tour of their contact centre
As always you will have the opportunity to meet with your peers and contact centre leaders to share experiences on this topic
About the host
Sage are software developers who focus on developing solutions specifically designed to help businesses of all sizes. Originally Sage focussed on developing software for Accountants, but over the years their product range has expanded dramatically.
In 2019 they won the Gold award at the UK National Contact Centre Awards for Contact Centre Manager of the year and Sales Team Manager of the year.
Book your place(s)
Where and when?
Date: Tue 19 Nov 2019
Time: 9:30 am - 1:00 pm
Who is it for?
Heads of Department, Contact Centre Managers, Learning and Development Managers, HR Business Partners, Business Improvement Managers, Colleague Engagement Specialists, Team Managers, Training Managers.
Why should you go?
Hear first-hand how Sage have developed an operational excellence development programme which has transformed their culture.
How much is it?
Free for CCMA members