12:00
Welcome & CCMA Update
Laura Farrell, Engagement Manager, CCMA
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.
Welcome & CCMA Update
Coaching through Quality
During this roundtable discussion, members are encouraged to share their approach to delivering impactful feedback and coaching to drive quality across the contact centre.
Considering:
Putting Quality at the Centre of the Operation
This year’s Gold winner for Quality Manager of the Year at the UK National Contact Centre Awards, Oli joins us to share the story behind his remarkable journey.
Oli wowed the judges for his innovative approach to elevating quality across the Caravan and Motorhome Club contact centre.
From tackling inconsistencies through close collaboration with the leadership team, to introducing 360-degree feedback sessions and creating a channel for employee-driven recommendations, Oli has led with purpose and impact. He also launched a live agent league table to monitor performance and inspire healthy competition, just one of many initiatives that helped set his work apart.
Join us to hear how Oli put quality at the heart of his operation – and what we can all take away from his award-winning approach
AOB & Close
