31st July 2013 at 9.00am – 12.30pm Marriot Hotel – Renaissance London Heathrow Hotel
THE DETAILS: Help invent the next generation of operational practice in Performance Management and Quality Monitoring in your contact centre through the P&Q Campaign. As a topic that has sparked real interest within the contact centre industry, voice how you feel about the way performance management & quality monitoring currently works, and share your vision of how it could be with other senior people within the industry.
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 wishlist
The survey results are currently fuelling debate around the popular topic of next generation performance and quality. Express your opinion on what is, and is not working around performance and quality management and help drive this debate as it moves to the next level.
Cost: Free
THE ORGANISERS: Nexidia and South East Contact Centre Forum
Author: Jo Robinson
Published On: 11th Jan 2013 - Last modified: 8th Nov 2017
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