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Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

2023 Quality & Improvement Awards: Matt Prince at Novuna

Matt Prince has revolutionised his operation at Novuna. He brought in Contact Centre Best Practice in Planning, Quality and Insight. His communication has driven forward an inspirational change.

2023 Quality & Improvement Awards: Kayleigh Phillips at Water Plus

A committed coach, Kayleigh Phillips has driven improved performance across her team at Water Plus. This engaging approach has given agents a renewed excitement in the Quality process.

2023 Quality & Improvement Awards: Kulvinder Manak at Loop

Kulvinder Manak has developed and delivered an external qualification at Loop. She has upskilled the training team, developed masterclasses and improved the new starter journey.

2023 Quality & Improvement Awards: Catherine Bell at Loop

Catherine Bell has driven a cultural change at Loop whilst changing the evaluation process. Giving greater insight enabling more impactful conversations and better decision making.

2023 Quality & Improvement Awards: Naomi Hines at Sovereign Housing

Naomi Hines brought in consistent checks across all channels at Sovereign Housing. Rebranding with a focus on excellent customer service has shown the value of Quality.

2023 Quality & Improvement Awards: Carrina Erdos at L&Q

Carrina Erdos has taken QA beyond the Contact Centre at L&Q. Developing processes for improvement with a commitment to customer service and delivery.

2023 Quality & Improvement Awards: Suzanne Reay at Ocado

Suzanne Reay has reinvigorated the QA process at Ocado. Improving customer satisfaction through authentic conversations.

2023 Quality & Improvement Awards: Ongoing Learning and Development at Novuna

2023 Quality & Improvement Awards: Ongoing Learning and Development at Novuna
The team are providing learning & training throughout an employee’s tenure. Knowledge refresh packs are enabling group coaching and self-serve learning. They support agreed themes around business needs and common challenges.
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