Performance & Quality Workshop, Solihull

Tuesday 20th March – Wednesday 21st March 2018
Venue: Crowne Plaza Solihull, 61 Homer Rd, Solihull B91 3QD
Timings: Approximately 09:00 – 17:30

The Performance & Quality Challenge is back! 

With alumni spanning 200 people, 5 years and multiple UK locations, The Forum is delighted to announce that we are working with Martin Hill-Wilson, the initiator and facilitator of the Performance & Quality (P&Q) Challenge to bring this crowd-sourced framework, (designed by people of the contact centre industry) to members and non-members alike.

The P&Q Challenge is an ecosystem way of thinking about service quality and people performance. It considers questions such as who defines quality or customer experience? Who drives it? What drives it? How is it improved? and What does success look like?

Whether you’re starting from scratch, overhauling your existing framework or simply looking to tweak what you already have, working through the P&Q Challenge with like-minded individuals across a variety of industries and sectors, you will;

  • Have an understanding of a proven model for designing and refining a quality or customer experience framework
  • Have worked through selected stages of the model with your current or new framework
  • Have an appreciation for the integrated elements of a QA or customer experience framework
  • Develop your understanding of how to make change happen, not just what needs to be done
  • Have clear next steps and success criteria defined and captured

Join us for the two-day kick off workshop in Solihull on March 20th & 21st to learn, share and network (refreshments and lunch included, accommodation available at discounted rate).

Register your Interest



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