SIG - Quality Management: November 2024

Special Interest Group: Quality Management Roundtable 

As we move towards 2025, the old way of random sampling in Quality Assurance is quickly becoming obsolete. It’s time to embrace smarter, more advanced methods that not only boost efficiency but also unlock a deeper understanding of your customer interactions.

Enter AI-powered Quality Assurance: a game-changer that’s transforming how reviews are conducted by replacing tedious manual work with intelligent automation. Come explore how AI can revolutionise your QA processes, making them more flexible and insightful. You’ll also get to see how leading organisations are turning scattered data into a unified, powerful source of customer insights, driving their success in exciting new ways.

Join us to discover how these advancements can propel your business forward and transform your approach to quality and data management.

Agenda

12:00 – Welcome and CCMA update Laura Farrell, Engagement Manager, CCMA
12:15 – Mastering AI-Powered QA:  Flexibility, Control, and the hidden insights transforming businesses

As we head into 2025, clinging to random sampling for Quality Assurance is not only outdated, but also risky – it can miss critical interactions that might impact your customer experience in ways that you’re unaware of. AI-powered Auto-QA is continually evolving and allowing quality teams to shift from manual checks to strategic analysis, all while retaining full control on how it’s deployed.

Discover how AI-powered QA not only enhances efficiency, but also provides unprecedented flexibility and control.  You’ll see how customisable AI solutions allow businesses to tailor insights to specific needs – whether that focusing on high-priority interactions, analysing sentiment to understand customer emotions on any aspect of your brand, or surfacing insight that you didn’t even know existed. Additionally, we’ll explore real-world examples where businesses have leveraged these insights to drive significant improvements and uncover opportunities they never knew existed.

Chris Mounce, Quality and Coaching Specialist, Evaluagent
12:45 – Bridging the Data Gap: Welsh Water’s Path to Unified Customer Insights

Welsh Water made waves at the 2024 UK National Contact Centre Awards, earning recognition for their innovative Customer Insights Framework.

In this session, Sumerah reveals how, despite limited MI capabilities and scattered customer data, her team was determined to unify insights across the business. She’ll share the journey, initiatives, and accomplishments spearheaded by the Customer Experience Insight Team, and how they brought the entire organisation together around a single, powerful source of truth.

Sumerah Nawaz, CX Quality Lead, Welsh Water
13:15 – AOB & Close Laura Farrell, Engagement Manager, CCMA

 

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Where and when?

Date: Wed 20 Nov 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

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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