National Quality Conference Sessions
Fast links: also see the agenda overview showing all the National Conference Sessions
Opening Keynote for Customer, Insight & Quality
Get Connected! What are the latest trends and key technology drivers for insight and quality or customer experience teams? How can we connect our business or service with the needs of our customers and release the potential of our colleagues? Be inspired by high-profile and engaging opening speakers that include Andy Gilbert, Founder of Go MAD Thinking on Making A Difference, Jimmy Hosang, CEO at Modular Analytics and Paul Smedley, Founder & Chair at The Forum.
See the presentation slides
Understanding our customers: insight, analytics, quality & customer experience
Whatever our role, understanding our customers is absolutely vital. This workshop is your chance to hear from experienced practitioners about the distinct contributions of insight, analytics, quality & customer experience teams. You can then choose topics you would like to explore in more detail, in round table discussions to share best practice.
- Quality: How do we know our quality programme will improve our customers’ experience
- Planning: Do our targets align with our customer expectations?
- Insight: What drives our customers to call, buy, join, leave or stay?
No one method or data source will tell us what we need to know. If we want the whole picture, we need to understand where we fit in and bring together insight from a variety of sources. Topics may include: Web analytics, Machine Learning, Interaction analytics, Voice of the Customer/Customer Insight, reducing complaints, Listening to advisors, Social media, Beyond the contact centre and key questions like: “Is your quality framework meeting customer expectations?” “What does our call data tell us?”
See the presentation slides
Lunchtime: choose from one of these stimulating lunchtime sessions and take your lunch before or after.
- Make the Difference. Join this learning workshop with Andy Gilbert, this morning’s keynote speaker.
- An introduction to PowerBi & data visualisation. How can this help you share insight and drive performance? See the presentation slides
- Or join the Technology Showcases from the wider conference agenda. Showcase 1 or Showcase 2
Performance & Quality: Problem Solving Workshop
Many successful operations are moving away from simplistic metrics and tick box approaches to quality, towards a focus on learning and demonstrating the value that comes from QA and coaching. Take time to work with others in exploring how to optimise the balance between quality and productivity for a front-line advisor or agent.
- Gain insight about a central challenge for customer operations in a fast changing and multi-channel world
- Explore what happens when you look not just at what is done, but how and with what impact down-stream
- Take the opportunity to learn how others approach prioritisation, sampling and approaches to coaching or feedback in tackling this issue
A couple of experienced practitioners from our regional networking groups will share a key problem they each they face. We will work in round-tables using idea generation, discussion and problem-solving approaches to work together on potential solutions.
This session is designed for anyone working on quality or customer experience improvement – and will be extremely valuable to operations managers or potentially planners wanting to think about the balance between AHT and Customer Experience for instance.
See the presentation slides
Quality & process improvement
Turning quality into an improvement team, not just a measuring or monitoring tool, but driving improvement in process and for our customers, so that we ‘pay our own way’ as a value adding function.
- Gain insight about how to drive process and customer experience improvements through quality assessment
- Explore understanding your processes from an advisor point of view, both how they can individually develop and what they need to make their processes better for customers
- Consider how the QA framework and process itself can trigger actions beyond the individual and collate advisor feedback and where technology can support this
Of interest to anyone in a quality, continuous improvement or customer experience role, this session will be led by Julie Nicholaides-Whelan, Continuous Improvement Professional, formerly of npower and Nicola Callan, Associate Consultant at The Forum, with the chance for discussion and interaction.
See the presentation slides
Conference Roundup for Insight & Quality
- Round up the day with our keynote speakers and be inspired to take back new ideas and approaches to your organisations and Make A Difference
- Informal networking and reflections from the day with The Forum and session speakers
- Meet in table groups with others in similar roles or facing similar challenges
Cement relationships and plan how to take the learning from today into your own workplace
See the presentation slides