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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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July 2019

TL User Group

Tuesday 2 July @ 2:00 pm - 4:00 pm
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Influencing and Communicating (TLD 5)

Wednesday 3 July

TLD 5 -  Workshop 2 Consider the possibilities of influencing your team members with this workshop to explore the outputs of influencing through communication. Aimed at Team Leaders new to leading teams, this 1 day session will develop a plan of action for any leader. To include: Explore the concept of Drains V’s Radiators. Understanding why a Team Leader will need to influence a team. The theory of ‘Push-Pull’. Knowing the audience and understanding the communication cycle. Categorising verbal &…

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Quarterly Forum

Thursday 11 July

July’s Quarterly Forum is being hosted at the amazing Barclays Eagle Lab in Manchester where we will be Launching the North West Salary and Benefits Guide 2019 in conjunction with CMR. Through insight and workshops we will be discussing the trends throughout the North West including ‘6 Recruitment Strategies for  successfully recruiting  future talent’ A  unique forum and opportunity for great insight. Hurry book places now. It’s not too early to secure your place…..book today! Click here for the agenda.

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