Library

Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.

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Get out of Wrap – December 2020

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.

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Get out of Wrap – November 2020

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.

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Samsung

With both call centres outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to review the quality assurance framework and make improvements to the customer support experience.

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Get out of Wrap – October 2020

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.

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Get out of Wrap – August 2020

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.

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Webinar: Using Quality Management to create a new, improved normal

Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.

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Special Interest Group: Exploring Empathy

Our latest SIG included a brief introduction to the topic of Empathy as a coachable Emotional Intelligence competence, and a focus on delivering feedback to remote teams.

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Get out of Wrap – July 2020

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.

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Quality Enabled Business Transformation

How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.

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