Interactive Keynote: Does AI really have a place in Quality Assurance?

A discussion with Evaluagent on the ever increasing presence of AI and the place it has in Quality Assurance.

Originally broadcast Tuesday 16th May 2023, 15:15

Join Chris Rainsforth and Chris Mounce from EvaluAgent for a discussion on the ever increasing presence of AI and the place it has in Quality Assurance.

Technology Showcase: QStory

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

Originally broadcast Monday 15th May 2023, 13:15

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

Technology Showcase: Sabio

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology.

Originally broadcast Monday 15th May 2023, 12:30

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.

Keynote: Strength in Numbers

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them.

Originally broadcast Monday 15th May 2023, 09:30

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.

2023 Quality & Improvement Awards: Michael Driscoll at DVLA

Michael Driscoll has developed a knowledge base from scratch ensuring improved resolution. Committed to learning he has developed himself and utilised those new skills to the benefit of the DVLA.

2023 Quality & Improvement Awards: Eve Doherty at Ocado

Eve Doherty has brought together knowledge and communication to ensure collaboration and engagement. She has incorporated the VOC into the knowledge base at Ocado which drives focus on Customer Experience.

Categories: Library, Operational Improvement

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.

Scheduling & Wellbeing Modules

A discussion with Evaluagent on the ever increasing presence of AI and the place it has in Quality Assurance.

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology.

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them.