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Your help needed to shape 2016: Quality & Customer Experience Update November 2015




If you didn’t make it to last week’s very first National Quality & Customer Experience Conference then you missed a truly awesome day. Over 100 of us descended on London to take up residence for the day at the Holiday Inn, Bloomsbury for what shaped up to be a great day of learning and sharing best practice. We heard from the winners of this year’s Quality & Customer Experience awards, along with participating in some thought provoking workshops and listening to some energetic keynote speakers. It was day I am extremely proud to have been part of. The presentations are now live on the website, with videos of the sessions being added daily so if you couldn’t attend, please feel free watch online to catch up on what you missed, or if you were there take the chance to relive some of your highlights, share with colleagues or catch up on sessions you couldn’t attend.

As we approach the end of 2015 (can you quite believe it) and as you may have missed the conference last week let’s look back at what we have achieved this year as a Forum and a Community. We started the journey in October 2014 at Aintree Racecourse, many of you were there to witness the launch of the Quality & Customer Experience Forum and the start of our commitment to developing best practice in this field. The activity that has been part of the Forum includes:

  • The 2015 Quality Challenge: Doing better for your customers and peoples
  • Innovation Award Winners and Finalists
  • Best Practice Site Visits
  • The 1st Quality & Customer Experience Awards
  • Professional Accreditation (we now have 70 Accredited Professionals)
  • The inaugural National Quality & Customer Experience Conference

This is just the tip of the iceberg, never has the community been thriving as much as it is right now – and that couldn’t be possible without each and every one of you, Thank you for being part of a fantastic 1st year in the life of the Quality & Customer Experience Forum. 

Quality & Customer Experience Challenge 2016 

As most of you are aware we have completed the 2015 Challenge Activity, there have been some magnificent success stories across the 37 organisations that took part this year. We will be running a challenge programme in 2016 but slightly different from last year. This year the challenge will be a tailored programme based on your needs and wants – what do you want to achieve in 2016? Whether you are just starting out in Quality Assurance or want support in developing your customer proposition then The 2016 Challenge will help you deliver and succeed, without doubt… 

But don’t take my word for it, here is what Neil Egerton, Quality Manager at Simply Business had to say on completion of the 2015 programme: “We didn't know entirely what to expect when we signed up for the quality challenge, we hoped it would be good and the pleasing thing was it exceeded our expectations. Being part of the challenge really helped drive us to making changes, it gave us a true focus as a team and enabled us to work out our areas of weakness and then work on them swiftly. I thoroughly enjoyed sharing best practice with all the other delegates, this is one of the massive benefits of undertaking the challenge. You can gain so much just from having a chat with likeminded professionals. Off the back of attending the challenge we have overhauled our calibration form, implemented a group of quality advocates, improved our relationships tenfold. I'd say being part of the challenge not only gave us confidence but it also helped change us from an 'okay functioning team' to a 'very well functioning team” 

Don’t miss out on being part of the 2016 Challenge 

Please get in touch to find out more, drop me a line 0191 2742440 or to discuss your needs for 2016. 

Your help needed to shape 2016 

During the Conference we asked delegates to help shape the 2016 programme, and to help us to start to understand what challenges people have within the Quality & Customer Experience Forum. Having this insight will enable us to create a truly encompassing programme of events, content and support that will really help you succeed over the next 12 months. 

Please take 5 minutes to fill in the questionnaire which you can find here 

It’s an editable PDF which once you have completed please email directly at 

Please help me to create the best possible programme by completing this community development questionnaire. 

Accredited Professionals 

We now have nearly 70 Accredited Professionals, which is a fantastic statement to make so the question is… Are you ready to stretch yourself at each stage of your professional career? Our comprehensive framework enables you to focus your development and to credibly evidence your knowledge or experience. As part of our professional community you are never on your own; we are passionate about helping each other, making a difference and recognising both excellence and innovation. Widely recognised as the ‘go-to place’ for support teams and business leaders in customer operations, the Forum helps professionals recognise how what they do is important, define skills or performance gaps and create a roadmap for improvement and continuing development. 

With four accreditation levels, there is a category to recognise each stage of the professional career. Join your peers and start to develop your skill set today! 

Or email for more information 

Merry Christmas and a Happy New Year 

Before I sign off for this issue of the newsletter and if I don’t get chance to speak to you before the big day itself I just wanted to wish you all a very Merry Christmas and a Happy New Year. Santa and I hope you get everything you wish for… 

Best Wishes, 


Chris Rainsforth
Quality & Customer Experience Programme Leader
The Forum

Best Practice Update from around The Forum and Beyond 

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