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Performance and Quality Challenge
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,…
Find out more »Team Leader Training: Module 1
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 1: BEING AN EFFECTIVE TEAM LEADER What makes an effective Contact Centre Team Leader? This module helps participants focus on how they spend their time, focus and energy and how they can be more effective. It’s really useful for those Team Leaders…
Find out more »Performance and Quality Challenge
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,…
Find out more »Team Leader Training: Module 2
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 2: DEVELOPING THE RIGHT TEAM CULTURE A practical day focussing on team culture, high performing teams and how your leadership can affect that. With a focus on communication skills and where you spend your time so that you can make a difference.…
Find out more »Performance and Quality Challenge
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,…
Find out more »Team Leader Training: Module 3
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 3: THE TEAM LEADER AND TEAM PERFORMANCE Here we explore KPI’s and the team leader’s role in influencing performance in each of those areas. This focuses on the practicalities of monitoring performance, getting to the heart of any issues, and developing robust…
Find out more »Performance and Quality Challenge
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,…
Find out more »Team Leader Training: Module 4
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 ✓…
Find out more »Performance and Quality Challenge
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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