National Quality & Improvement Conference 2020
This year's conference is virtual, with a wide range of sessions for planning, quality, insight and strategy across the week.
- Attend as many of these Quality sessions as you can and add others from the wider agenda if you wish.
- We invite you to bring along a senior stakeholder to key sessions, for their learning and understanding. Email us.
- If you can’t attend the live event, watch the recording on-demand later. Network groups are not recorded and for workshops, we record just the teaching material and group playback, not the group discussions.
See the full agenda - Planning agenda - Insight agenda
Quality & Improvement – Monday 30th November, 09:15
Our opening leader shares wide, strategic experience of linking quality to strategy and engaging people in change. Gain practical tips and a new perspective on the value that quality & improvement teams can bring.
Positive habits for a successful career – Friday 4th December, 09:15
With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.
The Modular Analytics Co. - Monday 30th November, 12:30
See how data, technology and empathy can manage the customer experience. TMAC demonstrates real-life examples of next best action, speech analytics and data-led team coaching working in tandem to drive revenue and create positive experiences for customers and agents alike.
Anaplan: A plan can no longer be set in stone – companies who plan based on historic data will not be part of the future – Tuesday 1st December, 12:30
The past is in the past – companies must take into account not only future trends but unforeseen events and market conditions. The ability to make good business decisions is completely reliant on a plan that is adaptable and flexible enough to react with resilience and speed. In this session you will see how many scenarios can be created and compared to enable a decision to be made with good principles and alignment to strategy.
Aspect: Enabling Flexible Working Practices - Wednesday 2nd December, 12:30
As organisations embrace flexible working strategies for their contact centre and back office workforce what working practices are going to change and how can technology enable these? Join Aspect Software to understand more.
Verint: Hybrid Working: How to convert necessity into powerful choice - Thursday 3rd December, 12:30
True Workforce Engagement solutions not only empower agents with control and preference whilst delivering agility and visibility to your organisation, they also recreate the power of ‘in office’ creativity and connected performance – online. Join this session to discover how smarter scheduling and management of your hybrid teams can be enhanced by utilising gamification, communities, and performance tools to drive your organisational edge. Chris Rainsforth, Head of Operational Management Best Practice and Huw Jones, Manager, Solutions Consulting will be our Verint speakers.
Arise: When People Do Your Planning - Thursday 3rd December, 14:00
Using a ‘live’ demonstration of their award-winning Starmatic scheduling tool, Arise will demonstrate how you could let your People do your Planning, exploring performance gamification, agent preference scheduling, intraday variation and meeting unplanned demand.
Measuring First Contact Resolution – Monday 30th November, 10:30
FCR, or Right First Time, can be a hugely valuable metric, but one of the hardest to build. Learn how to create a measure aligned to the needs of your customers & business. Supported by NICE.
Great Customer Conversations – Tuesday 1st December, 14:00
How do you help people engage customers and be fully present, helpful and friendly? Learn how to go beyond tick lists and metrics, to gain really consistent focus on what makes a truly great conversation and build those ‘soft skills’. Supported by NICE.
How to get it Right First Time – Wednesday 2nd December, 14:00
Pick up practical hints and tips on how First Contact Resolution can add value in your organisation. Learn from practical experience and successful initiatives in many different sectors and take away clear actions to take back to your workplace. Panellists include Rachel Burnside Head of QA at npower, 2020 Quality Team of the Year winners. Supported by NICE.
Quality & Improvement – Tuesday 8th December, 14:00
This networking group provides an opportunity to discuss ideas with like minded professionals.
Leadership Network – Thursday 10th December, 09:30
Department or Business Leaders are welcome to join us for our Customer Strategy & Leadership Network. This final event of our 2020 Series looks at the power of culture in the post-covid world and what we need to do to adapt to the new ‘normal’.