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P&Q Challenge 2018

A highly effective transformation programme focused on helping your centre to deliver a more effective approach to quality management that fits the needs of today's customers and contact centre teams. The challenge will encourage you to think differently about your challenges and provide advice and encouragement along the five-month journey as you develop your own customised solution.

Session 1

The background to the challenge, the reasons for improving quality management and how do you compare against an ideal set of P&Q competencies    

Session 2

Fresh ideas and the latest research on service culture to make day to day quality management more effective, inclusive and motivating

Session 3

Address better team performance and smarter cross functional working to tackle quality failures in customer journeys

Session 4

The final session provides an opportunity to share and learn from each other’s outcomes and to celebrate all the hard work over the five months with awards and accreditations 

"It has given us the confidence to be brave and encourage and support our colleagues to feel the same to challenge the work way we work so we can provide the best outcome for our customers." LV=

Dates: 11th Oct, 2nd Nov, 22nd Nov, 17th Jan, final seesion tbc 

Cost for a team of four to attend all five sessions: £1999+VAT 

Book now - email: jane@swcontactcentreforum.com

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