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Are you joining us at our flagship conference this Autumn? Quality & Customer Experience Update October 2015




Well Autumn is upon us and the Great British Summer is a distant memory, however Autumn at the Quality & Customer Experience Forum is shaping up to be the best yet…

A couple of weeks ago we announced the inaugural winners of the Quality & Customer Experience Awards, following an excellent night at St. Ermins Hotel in London, congratulations again to all our finalists & winners, you are truly inspirational and really shaping great improvements in your organisations and the wider industry.

On November 18th you will get the opportunity to hear from our winners at the 1st ever Quality & Customer Experience Conference, the full agenda is now live and it is shaping up to be an excellent day of learning, sharing and thought provoking discussion. Listen to our 2015 Forum Hero, Kevin Richardson (Quality & Compliance Manager at npower) as he reveals his top tips for success in a changing business world, and learn how Team of the Year, Simply Business have changed gear in Quality to ensure professionalism, improve customer experience and ensure compliance, along with an excellent presentation from our Rising Star, Nisha Sangha–Smith (Quality Coach at British Gas). This truly is a unique opportunity to see first-hand how individuals and teams are driving improved performance in their organisations.

In addition thought provoking keynotes from Rachael Elliott, Head of Customer Experience at UKAR, Natalie Keightley, Customer Engagement Solutions Lead at Avaya and our very own Phil Anderson, Senior Customer Contact Specialist at the Forum – These are just a few of the highlights to look forward to but surely this is a day that cannot be missed!

It’s time to book places for you and your colleagues now! You can view the full agenda here and for more information email

Innovation Awards 2016

Are you doing something you are proud of? Could others learn from this? If you answer yes to these questions have you thought about entering this year’s Customer Contact Innovation Award.

Last year we saw Direct Line Group, Essex & Suffolk Water, Hughes Insurance and Motability Operations perform very well in these prestigious awards with submissions tailored around Quality, Customer Experience or Compliance. Have you done something different that you feel deserves recognition, then please get in touch.

Registrations are open until 13th October, so you need to act fast if you want to be considered, you can find all the information you need here or drop me a line on 0191 2742440 or email

Quality Challenge 2015

October sees the final workshops for this year’s challenge, they will be taking place on:
  • October 15th – Leeds - Royal Armouries Museum
  • October 22nd – London - Coin Street Conference Centre, Waterloo

We have covered so much over the year which you can review here - It has been great to see so many change their approaches to quality management. With more people joining all the time, you still have the opportunity to come along and take part.

This next workshop will focus on calibration & consistency, asking the right questions and telling the right stories – we will, once again reflect and see if we are truly fit for purpose. In addition I will be sharing my thoughts on what 2016 will look like for participants in the challenge programme as we continue to use our momentum and drive forward further improvements next year.

If you want to get involved, drop me a line

Best Wishes, 


Chris Rainsforth

Quality & Customer Experience Programme Leader
The Forum

Best Practice Update from around The Forum and Beyond 

Find out what members are up to and what’s new in The Forum worldonline, in training or in our events and activities

Sign up to these regular monthly updates here. 

Contact Babel Research Results

Many of you took part in this year’s Contact Babel research and I’m pleased to announce that “The UK Contact Centre Decision Makers’ Guide” is now live.

New research areas for 2015 include: Omni channel; Engaging the Customer of the Future; Agent Engagement & Gamification; PCI DSS Compliance and Web Chat & Beyond.

Having surveyed over 420 US & UK contact centres of all sizes and business sectors, some of this year’s findings include:

In the UK:
  • The mean average cost of a web chat is £2.58 - 73% of that of a phone call, and almost the same as an email
  • Average annual salaries for new agents are £16,808 (up 5.1% from 2014)
  • 36% of customers prefer to use email to communicate with a business, compared to only 12% who prefer a phone call
  • 40% of contact centre respondents expect their inbound voice traffic volumes to drop in the next 12 months.

Download the report here. 

Dimension Data Global Contact Centre Benchmarking Report – 2016 Survey Now Open

Take part now to see how your customer experience performance compares to your peers'.

Customer experience operations worldwide are invited to take part now in the world’s biggest and most influential industry-wide annual benchmarking exercise. The Dimension Data Global Contact Centre Benchmarking Report, first published in 1997, is widely acknowledged as the industry’s most authoritative source of information, guidance and insight, and attracts participation from organisations across business and the public sector. The 2016 survey is open from now until 30 November 2015 and can be accessed and completed online here.

“Participants will steal a march on their competitors by getting early access to the results in March next year,” says Andrew McNair, head of Benchmarking for Dimension Data. “They’ll be the first to receive the full report on publication and will have access to an exclusive benchmarking portal, where they can slice and dice the core data to get tailored insights and data. Most importantly, they’ll be able to benchmark their organisation’s customer experience performance against that of their peers, their competitors and comparator organisations across multiple industry sectors and geographies.”

The 2016 Report will publish early March 2016. “The results will be released first to participants, so get a head start by completing the survey now,” says Andrew McNair.


Upcoming events

Upcoming events and training for the Quality Forum. See the website for more details.

Introducing Speech & Text Analytics Workshop – November 26th - Bristol

November also see the final Introducing Speech & Text Analytics workshop of 2015. Brought to you as part of strategic alliance with Nexidia these workshops are offered FREE to potential end users of the technology.

This valuable interactive workshop will help you if:
  • You are looking to implement or evaluate the potential of analytics technology
  • You are new to the topic and want to find out how it could help your business
  • You are looking to build a business case for analytics technology
  • You are looking to expand the role of your analysts to include

This workshop has been designed with the end user in mind, it is interactive and thought provoking, don’t miss the LAST opportunity this year to move your thinking forward.

For more details visit our website or email


2015 Challenge: Workshop 3

Leeds & London

3rd November

Advanced Certificate in Customer Contact Planning & Management

Begins On-Line

4th November

Analysis Workshop


26th November

Introducing Speech & Text Analytics

South West

Latest Jobs

For more details on these and a wider range of available positions, look online.

  • Forecasting Analyst @Dixons Carphone, Sheffield, c£25-£28k +package
  • Workforce Forecast & Planning Analyst @Intercall, Gloucester, £28K + £2K
  • Resource Planner @Co-operative Banking Group, Manchester, £200-300 per day
  • Resource Planning Analyst, Watford, Up to £30k +bens



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