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October 2018

User Group: Team Leader

October 5
Free

Hosted by The Parliamentary and Health Service Ombudsman Agenda: 10.00 a.m. Welcome 10.30 Early Resolution of complaints - The Parliamentary and Health Service Ombudsman, make the final decisions on complaints that have not been resolved by the NHS in England and UK departments and other public organisations. The complaints they receive are varied, and at different stages of the complaints process.  PHSO will present the work they have been doing around the Early Resolution of Complaints. 11.00 Coffee & Networking…

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Performance and Quality Challenge

October 5

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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Team Leader Training: Module 2

October 18 @ 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 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.…

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November 2018

Performance and Quality Challenge

November 9

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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Team Leader Training: Module 3

November 28 @ 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 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…

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Quarterly Forum

November 29 @ 12:30 pm - 4:00 pm

Add this date to your diary – details coming soon!

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User Group: Team Leader

November 30
Free

HOW TO BOOK To book your place, please complete the RSVP form below. We will return your email with the booking process and payment information. We aim to do this within two working days.

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December 2018

Performance and Quality Challenge

December 5

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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User Group: Vulnerable Customer

December 6
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

December 6 @ 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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