SIG - Quality Management: June 2025

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 Data: How Do You Compare?

12:00

Welcome & Introductions

Kate Law, Membership & Learning Director CCMA

12:10

What the CCMA Benchmark Tells Us

With an overwhelming amount of data available in contact centres from various interactions, the question is: What does good look like?

In this highlight interactive session, we’ll dive into the insights that the CCMA Benchmark reveals on quality assurance exploring how your organisation compares in terms of quality monitoring. We’ll be discussing:

What does “good” look like when it comes to score and sample size?

How do you balance the scoring of process vs. policy?

How can we ensure the voice of the consumer is effectively communicated to the board?

We’ll explore these topics together and share insights on how your quality assurance practices measure up.

Kate Law, Membership & Learning Director CCMA

12:50

AOB & close

Kate Law, Membership & Learning Director CCMA

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Where and when?

Date: Wed 4 Jun 2025

Time: 12:00 - 13:00

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

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Your organisation: ^*

Attendee 1 email: ^*

Attendee 1 first name: ^*

Attendee 1 last name: ^*

Attendee 1 job title: ^*

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Attendee 2 First name:

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SIG – Quality Management: June 2025

Agenda

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