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)
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