Training and Accreditation for Quality Management


Quality & Customer Experience, our specialist forum of best practice, launched at Customer Strategy and Planning 2012, provides an unmatched forum to help you identify what you need to do to improve – or further develop –  quality or customer experience in your organisation. As part of this members are now looking for us to offer, to quality management teams, the kind of training, accreditation and qualifications that we are renowned for in contact centre planning. 

Please email Paul Smedley or Chris Rainsforth on info@planningforum.co.uk if you would like to be involved in creating, piloting or taking part in our first activities in this area.  

  • A Master Class to evaluate and explore alternative quality frameworks.  This two day training course is the opportunity for you to discuss the benefits and implications of different approaches and learn about the critical factors to consider, based on case studies from experienced practitioners. Use this course to help you determine what approach to develop in your own operation and how to improve your quality framework. See the report on the first master class in November 2012.
  • Why not attend our Voice of the customer workshop: This free workshop is designed to help you understand what your customers are thinking and how you can use this insight to deliver financial value to the business. 
  • The popular Analysis Workshop - This is ideal for anybody in any role who works with significant levels of data who is  looking for techniques that help the numbers “come to life”. The course requires a good knowledge of EXCEL and some previous practical experience in the analyst role. See details.
  • Advanced Certificate in Customer Contact Planning and Management for Analysis of Data and Speech –This is a hugely exciting opportunity for analysts using a speech or text analytics solution to gain an externally accredited academic qualification and gain practical training and support in gaining the most from this new source of insight. Using a blend of best practice, practical research and academic rigour, the programme introduces key concepts and tools in developing the skills of an analyst who is using analytics technology.

This specialist forum provides a distinctive place where quality and customer experience teams from today’s customer contact operations can meet, learn and share best practice.  You are not on your own; why not meet other people facing similar problems to yourself?

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