SIG - Quality Management: February 2025

Special Interest Group: Quality Management Roundtable 

If you are running a quality team and want the opportunity to share your current challenges with industry colleagues then we invite you to join this event. These round table events include industry insight from quality experts, break out sessions and as always an opportunity to share ideas and benchmark your own organisation against other member organisations.

During the meeting we’ll give you an opportunity to share your successes and current challenges with your industry peers and hopefully identify some key learnings to take away.

There’s never been a better time to understand what your industry colleagues are doing, so please do join us.

Agenda

Topic: Quality: From Compliance to Performance 

12:00 Welcome & Introductions Kate Law, Membership & Learning Director CCMA
12:10 Quality: From Compliance to Performance 

The bedrock of quality is compliance. However, as the theme suggests, quality can and should be about more than compliance. Embracing an effective quality framework meet regulatory needs whilst also delivering better for the customer too.

Join Kate Law, CCMA Membership & Learning Director, in this roundtable session, where she will discuss how organisations are moving away from purely compliance driven quality frameworks.

Kate Law, Membership & Learning Director CCMA
12:30 Quality Frameworks in the Real World

Quality frameworks can be personal to an organisation or brand. Keeping up-to-date and learning from other organisations helps to ignite new ideas, and are a great way to enhance your quality framework.

Join Rachel Hulme, Operational Support Manager at Liberata, as she shares their approach to quality.

Rachel Hulme, Operational Support Manager, Liberata
13:00 Creating Concrete Ties Between Knowledge Management Solutions and Quality

Knowledge Management solutions now play a key role in the contact centre technology stack, enabling front line teams to be accurate in their customer responses as well as supporting continual learning.

But how do we tie Knowledge Management solutions to quality processes?

Join Kate Law, CCMA Membership & Learning Director, during this session to discuss how contact centre Knowledge Management solutions tie into quality processes.

Kate Law, Membership & Learning Director CCMA
13:15 AOB & close Kate Law, Membership & Learning Director CCMA

Book your place(s)


If you would like to book other attendees on this event, please fill out the forms below:

Attendee 2:

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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.

Supported by

Where and when?

Date: Thu 6 Feb 2025

Time: 12:00 - 13:30

Location: Online

Who is it for?

Managers who are responsible for quality in the contact centre. Members only. 

How much is it?

Free for CCMA members

Book your place(s)


If you would like to book other attendees on this event, please fill out the forms below:

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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