National Quality & Improvement Conference 2021
See details about each session at the Quality & Improvement Conference below.
Check out the outline of our other conference agendas | Planning | Insight & Quality | Community Connection |
Our Quality and Improvement conference focusses on customer needs and outcomes and how we can best engage our colleagues and organisations in improving the experience we offer and the services we provide. What really matters most? Where are we able to add most value?
Unlocking Opportunities - Monday 1st November, 09:30
In this powerful conference opening keynote, Phil Anderson and Dave Vernon, Directors at The Forum, ask: how has our thinking changed during 2021? They explore the ever-changing business environment and different approaches being taken to drive forward with improvement. Be inspired and open up your minds for the conference week ahead.
QStory Technology Showcase - Monday 1st November, 12:30
QStory's David Preece talks about why Agility is the only defence your Contact Centre has against volatility and why Intraday Automation is the key to achieving it.
Calabrio Technology Showcase - Tuesday 2nd November, 12:30: The potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.
The migration to homeworking raised some key challenges for those responsible for planning resources in the contact centre. With the move back into the office, hybrid working is becoming main stream and contact centre leaders are working through how to make it work most effectively for both the organisation and colleagues. New opportunities have surfaced that will offer employees greater choice, whilst organisations look at the best approaches to maximise productivity and meet customer demand.
We are delighted that Ed Creasy will be bringing his near 30-year career in customer experience to lead this highly interactive session. With a team of experts in the session, we will explore what best practice could look like for your operation, sharing real life examples and giving you a chance to ask questions, raise the challenges you’re facing and share ideas in to how to optimise the workforce.
NICE Technology Showcase - Tuesday 2nd November, 13:15: Planning for Digital
We are no longer in control, the consumer is. In the past businesses controlled when and how a customer could engage with the operation. The introduction of multiple social media platforms and messaging services, and their adoption, means contact centres are having to respond. Smaller start ups are entering the market and leveraging these platforms further complicating the completive landscape. WFM as a discipline needs to embrace this change and provide planning that accurately meets staffing requirements and ultimately delivers a consistent customer experience across every channel.
In this session, Graeme Gabriel and David Kay share practical top tips, tactical insight and strategic vision for digital planning, and how NICE’s Digital Management capability addresses these challenges.
Investing in People Keynote - Tuesday 2nd November, 14:15
Hear from Paul Milloy (Intradiem) & Mark Brown (Virgin Media) on the challenges currently faced by contact centre operations and planning teams from remote & hybrid working, team engagement & the employee lifecycle, right through to performance support & delivery. Mark & Paul will explain why supporting and developing team members, alongside targeted investment in technology to simplify, automate and streamline activities, is key to delivering the customer service of the future.
Customer Keynote - Wednesday 3rd November, 09:30
How do we transform customer experience? Explore how we can truly understand customer needs and use it to deliver the customer desired outcomes. Our inspirational speaker is David Leather, Director of Transformation at BT, EE and Plusnet Customer Care. He will talk about how they drove EE to the top of the service table, improving both quality and cost base at the same time and used this method to repeat the transformation in BT. He will share practical experience and brilliant insight into how we can take our customer needs and drive improvement from there, and how this is truly a team game if you’re going to win. This session will be of value to any kind of analyst or manager as well as Take time to set yourself up to really focus on what matters.
Customer Outcomes Workshop - Wednesday 3rd November, 10:30
Compare insight on what customers feel, eg surveys/QA with what they do after (outcomes). Every measure opens a window, but no single window shows everything. How do we spot the gaps in insight in our organisation and stitch the different perspectives together into a joined-up story that drives the right outcomes?
This workshop follows the opening keynote and is relevant to anybody who uses insight to improve customer service, whether you are in a customer experience, quality, insight, or management role. This interactive workshop will help you link insight to outcomes and understand how to capture:
- What are your customers saying?
- What do they want and feel?
- What do customers then do, the outcomes?
Sensée Technology Showcase - Wednesday 3rd November, 12:30: Optimising Communications, Training and Scheduling in a Hybrid World
A panel discussion on the tools and processes required to deliver flexible work-from-home options for employees, as well as high productivity, cost savings and great CX. The panel will feature Sensée founder and CEO/CIO of Cloudworks, Steve Mosser; and Andy Springall, Head of Sales & Service at Utility Warehouse.
Intradiem Technology Showcase - Wednesday 3rd November, 14:15: The evolution of workforce management with Intelligent Automation from Intradiem
Hear from Matt Rumins (Intradiem) & Kate Dent (AXA) on the reasons why workforce management continues to evolve and see them showcase why the capabilities that are provided through Intradiem’s Intelligent Automation solution is allowing organisations to deliver that evolution, by exploiting real time data, simplifying, automating, and streamlining activities, which in turn is changing role of planning teams and empowering the role of the Team leader.
Verint Technology Showcase - Thursday 4th November, 10:30: 
How does Knowledge Management help close the Engagement Capacity Gap?
Learn how Verint’s clients adopted Verint KM to close the gap between ever increasing customer interactions, channels, and expectations, with the same or reducing resource levels, by:
- Delivering a scalable, cost-effective solution to ensure every question can be answered correctly and compliantly – whether customers are in self-service mode, or engaging with an agent.
- Reducing cost by lowering call handling time and time to competence.
- Supporting agents in finding the best guidance in less time, with less effort, leaving them more time to engage with customers, increasing first-time resolution.
- Simplifying the creation and publication of knowledge, ensuring up-to-date content is published quickly while mitigating risk.
- Decreasing escalations and powering increased customer satisfaction scores
Quality Management: calibration workshop - Thursday 4th November, 15:15
How do we focus on what matters most? This interactive workshop explores new ways to approach consistency in Quality, by prioritising value and defining what good looks like. You will:
- Learn more about how others calibrate or level
- Focus on the key pitfalls to avoid and why these matter
- Understand how to calibrate to drive improvement in behaviour, customer outcomes and process/systems.
Conference Endnote - Friday 5th November, 09:30
Learn how to invest your time wisely to help you spend time on the things that matter most. Doing something different on a daily basis. Phil Anderson demonstrates some great principles to apply and habits to build, working with a panel of members to showcase how people put these into practice.
Persuasive Presentations - Friday 5th November, 10:30
End your conference week with this interactive workshop to take your storytelling to the next level. Take away practical top tips and member examples of how to bring to life your data and reports. Led by Phil Anderson and Ian Robertson at The Forum.