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Exclusive Workshop Invitation: A Deep Dive into Colleague and Customer Vulnerability

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07 December 2023 09:00-13:00 Sage UK, Cobalt Business Park, Newcastle upon Tyne, NE28 9EJ

We’d love you to join our half-day workshop focused on People and Quality, hosted by Sage UK at their Newcastle contact centre.

Date: Thursday 7th December

Venue: Sage UK, Cobalt Business Park, Newcastle upon Tyne, NE28 9EJ

Time: 9.00 arrival, 9.30 refreshments followed by workshop. A light lunch will be provided followed by an optional tour of the Sage Contact Centre operation.

This workshop will explore pressing issues and transformative solutions that define the way we interact with customers.

During the workshop, you will:

  • Examine the prevailing challenges affecting people and customer interactions in Contact Centres.

  • Gain insights on supporting frontline colleagues as they navigate the complexities of vulnerable Customers.

  • Learn best practices on how to support front-line colleagues dealing with customer vulnerability.

  • Find out how organisations like the City of Westminster Housing Association, Avon Fire and Rescue Services and BMW have equipped themselves to comply with vulnerability.

  • Collaborative Learning: Share and absorb firsthand experiences related to both colleague and customer vulnerability.

  • Add robust quality management guidelines to your toolkit, ready for immediate application across your teams.

  • Roundtable Discussions: Benchmark your organisation's Quality Management activities through facilitated round table discussions.

The workshop will be facilitated by BPA Quality who are industry experts in Quality Management in Contact Centres. There will be ample opportunity to network and share best practices on these important topics, whilst gaining practical insight that you can take back to your operation.

Why Attend?

Expert Facilitation: BPA Quality, pioneers in Contact Centre Quality Management, will be facilitating the sessions.

Networking & Sharing: Seize the chance to connect, share, and learn from industry peers and experts.

Actionable Insights: Return with a fresh perspective and actionable strategies for your operation. You will leave this session with skills and knowledge that you can immediately deploy back into the workplace.

Who Should Attend?

Leaders with responsibility for people and quality in their contact centre operations.

Training Managers, Operational Customer Experience Leaders, Heads of Contact Centres, Quality Managers, Operational Contact Centre Leaders, Contact Centre Directors.

RSVP: Places are limited, ensuring a focused and interactive environment. Confirm your attendance as soon as possible to secure your spot.

Join us in championing excellence in People & Quality. We eagerly await your participation.

Who is BPA Quality?

BPA Quality has over 30 years’ experience in Contact Centre Interactions; we're the Industry’s experts on Quality Assurance, Customer Experience, and Training Solutions.

We know it has never been more important to understand the quality of service being delivered to your customers, and to develop robust systems to maximise the opportunities presented by every customer interaction.

BPA Quality helps our global clients build enduring customer relationships and gives them a competitive edge by connecting quality, data and experiences across the enterprise.

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