SIG - Quality Management: July 2024

In the dynamic world of quality assurance, how are organisations enhancing their coaching practices and driving talent through quality?

Our upcoming event will delve into the innovative coaching models and strategies that are transforming quality assurance programs across various industries. Engage in breakout sessions that encourage peer-to-peer learning, allowing you to share your experiences and discover new approaches. Explore transformative case studies that highlight the integration of coaching models with advanced QA technologies, showcasing how organisations are boosting performance, agent engagement, and customer satisfaction.

Join us as we examine the balance between technology and human touch in quality assurance and discuss the future of coaching in contact centres. If you are involved in quality assurance and are eager to share your challenges and insights with industry peers, we invite you to participate in this enriching event

Agenda

12:00 – Welcome and CCMA update	Laura Farrell, Engagement Manager, CCMA
12:05 – Effective Coaching Models Breakout sessions to share what coaching models work for you within your role. What role does coaching play in your quality assurance programme? Peer to peer sharing helps individuals to think outside of the box, challenge their thinking and try something new.	All
12:35 – Innovative Coaching Strategies for Enhanced Quality Assurance: Case Studies from the Field Chris will explore the transformative effects of combining coaching models with advanced QA technologies. Through a series of case studies, Chris will illustrate how organisations across various industries have achieved significant improvements in performance, agent engagement, and customer satisfaction. You’ll gain actionable insights into best practices for implementing effective QA frameworks, leveraging technology for enhanced data transparency, and fostering a culture of continuous improvement and agent empowerment.	Chris Mounce, Quality and Coaching Specialist, Evaluagent
12:55 – Panel Discussion: Driving talent through quality During this discussion our panel will share how their quality assurance programme is key to supporting coaching and development for those at the forefront of our contact centre and in our quality teams. Furthermore, with technology enhancements, we will discuss what this means for those handling quality assurance activities. How are contact centre leaders finding the balance of technology vs human touch.	Led by Kate Law, Membership & Learning Director, CCMA Joanne Nicholls, Operations Manager, Likewize Abigail Harper, Performance Team Leader UK Power Networks
13:15 – AOB & Close	Laura Farrell, Engagement Manager, CCMA

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Where and when?

Date: Tue 2 Jul 2024

Time: 12:00 - 14:00

Location: Online

Who is it for?

Director of Customer Service, Head of Customer Serive, Head of Quality, Head of Complaints, Business Improvement Leaders – Customer Service, Senior Customer Experience Managers, Customer Insight Managers, Senior Quality Leads.

How much is it?

Free for CCMA members

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SIG – Quality Management: July 2024

Agenda

Book your place(s)

Supported by

Where and when?

Who is it for?

How much is it?

Book your place(s)