Nexidia are offering you the opportunity to voice how performance management and quality monitoring currently works.
The vision is to get everyone in the contact centre industry to collectively invent the next generation of operational practice in Performance Management and Quality Monitoring.
All the research and insight generated is fed back into public forums so everyone can learn and get value from being involved.
Top results from the industry-wide P&Q survey so far have revealed:
- Only 1 in 5 say that Performance & Quality in their organisation is an empowering form of self-management
- Less than half say it is an effective way of capturing performance insights
- Nearly half say it is not an effective trigger for coaching that makes a real difference
- Nearly 90% say improving the relevance of coaching is the most important capability on their wish list
To kick-start Round 4 of the P&Q Challenge, Nexidia will be holding a P&Q Best Practice Site Visit at Serco’s Cardiff site on Friday 5th September 2014.
They will also be holding the first of a series of workshops on Thursday 19th September in Bristol. Led by Martin Hill-Wilson, each workshop will be a mix of debate/decision and action planning. The goal is to complete that stage and then prepare for the next stage(s) of the SQF in between workshops.
“[The P&Q Challenge] offers a simple way of being supported and recognised for undertaking the planning and implementation phases of using the Strategic Quality Framework,” said Martin Hill-Wilson, a central figure in the Think Tanks for the P&Q Challenge. “It also sets up an embryonic best practice community around practising next generation performance and quality management.”
Author: Megan Jones
Published On: 9th Jul 2014 - Last modified: 12th Feb 2021
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