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December 2018

User Group: Vulnerable Customer

Thursday 6 December, 2018
Free

CNW are delighted to announce the launch of the Vulnerable Customer Group supported by Electricity North West. This group is a must for all businesses who have vulnerable customers at the heart of all they do. There will be 4 sessions held throughout 2018, exploring key subject matter through interactive workshops, discussion and sharing of best practice. Stephanie Trubshaw, Customer Director will be chairing these sessions. How to book To book your place, please complete the RSVP form below. We…

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Team Leader Training: Module 4

Thursday 6 December, 2018 @ 10:00 am - 4:00 pm

BACK DUE TO POPULAR DEMAND! This programme is specifically designed to help Team Leaders focus on how they can be both effective and productive in their role, leading their team to be the best they can be! MODULE 4:  The Team Leader and 121’s ✓ Having quality one to one conversations with your team ✓ The locus of responsibility in 121’s ( your natural style and how that might impact the effectiveness of 121’s) Feedback ✓ Giving constructive feedback ✓…

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January 2019

Performance and Quality Challenge

Friday 18 January

P&Q Challenge 2018: The P&Q Challenge is a highly regarded transformation programme that has involved hundreds of UK contact centres over the last six years. It is focussed on helping you deliver a more effective approach to quality management that fits the needs of today's customers and contact centre teams. The four month programme is being led by Martin Hill-Wilson who created the planning framework and collaborative approach between participating organisations. He brings a lifetime of experience in contact centres,…

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February 2019

Contact Centre Leaders Convention 2018

Friday 1 February
Magenta Living, Partnership Building, Hamilton Street
Birkenhead, CH41 5AA United Kingdom
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Come and be inspired at the Contact Centre Leaders Convention - a unique opportunity for Contact Centre Leaders in the North West to collaborate on topical  deliverables in preparation for 2019. Full details Please click through here to see full details on the day's agenda and speakers. Book your place RSVP below to secure your place.

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Performance and Quality Challenge

Friday 8 February

P&Q Challenge 2018: The P&Q Challenge is a highly regarded transformation programme that has involved hundreds of UK contact centres over the last six years. It is focussed on helping you deliver a more effective approach to quality management that fits the needs of today's customers and contact centre teams. The four month programme is being led by Martin Hill-Wilson who created the planning framework and collaborative approach between participating organisations. He brings a lifetime of experience in contact centres,…

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March 2019

Team Leader Group

Wednesday 13 March @ 2:00 pm - 4:30 pm

We are excited to announce the first date of our Team Leader Group, with our new host Emily Shaw! Hi, I'm Emily Shaw.  I am delighted to be chairing the Team Leader User Group for CNW.  The Team Leader role is a diverse and challenging role within the Contact Centre industry.  I have worked in Contact Centres for over 20 years.  I was a Team Leader myself before spending the last 15 years providing in-house L&D support. I am fortunate…

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Quarterly Forum

Thursday 21 March @ 12:00 pm - 5:00 pm

We are delighted and excited for the first forum of 2019! This year's forums are set to drive key initiatives, share best practice and provide the opportunity to collaborate/network with industry leaders.  You and your teams are welcome to join us to access key information to support your performance during 2019. Call North West are delighted to announce that Team Spirit will be hosting our first forum of 2019. Team Spirit has been designing and delivering remarkable events and rewarding experiences…

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May 2019

Training & Coaching User Group

Wednesday 8 May @ 1:30 pm - 3:30 pm

Welcome to the first session of our Training & Coaching User Group! This group has been created to give you an unique opportunity to discuss training issues with like minded people. During this series of sessions we will exam the role of the coach and how to embed coaching into the learning culture through a colleague-to-colleague approach.  Sharing best practice and identify topics for future sessions along the way.

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Agent Fest 2019

Friday 31 May @ 9:00 am - 5:00 pm

The landscape is changing and the frontline is under pressure to have valued conversations. Call North West are hosting an exclusive day to celebrating the people at the heart of your customer journey.  Agent Fest 2019 offers your advisors the unique opportunity to enjoy an inspirational day of rewarding and motivating activities that will develop their resilience and enable them to have valued conversations with their customers. AgentFest 2019 offers a truly motivational day full of great speakers, industry leaders,…

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June 2019

Developing a Coaching Culture (TLD 5)

Thursday 6 June

TLD 5 -  Workshop 1 An inspiring interactive 1 day workshop aimed at Team Leaders, new to role or established in role to enhance a current coaching culture or develop a new strategy. With a good mixture of theory and practical learning, this session will deliver and share best practice and engage with coaching methodology to include: Action Planning Actions V’s Objectives. The structured flow from corporate objectives to individual objectives. Writing SMART objectives with an agent not for an…

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