OTTAWA REGIONAL CONTACT CENTRE ASSOCIATION

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ORCCA Sponsors

Best Practices in Quality Assurance and Coaching Workshop

  • 2016-05-18
  • 8:30 AM - 4:30 PM

The Ottawa Regional Contact Centre Association Presents

Best Practices in Quality Assurance and Coaching Workshop

In Collaboration with Contact Strategies Inc.

On Wednesday, May 18th - 8:30am to 4:00pm

In today's highly competitive, connected world, it is often said that the only real differentiator between businesses is quality-oriented customer service. Intuitively we know this to be true. From front-line staff to the executive suite, a culture of quality must pervade the entire company to remain competitive. How would your customers rate your company’s quality? What about your employees? If you pause to consider these answers then this workshop is for you! Join us for a full day as we go deep on such key topics such as:
  • Defining and designing your QA Strategy
  • Aligning your QA program goals and expectations with business needs and customer requirements
  • Initiating change
  • Positioning quality monitoring not just as a frontline agent improvement tool, but also a business improvement tool
  • Recognizing and reinforcing desired behaviours
  • Empowering employees
  • Creating a more positive customer and agent experience
Hosted by Jane Finn and Deborah Morden, both Managing Partners of Contact Strategies Inc., this workshop is dedicated to helping you identify which practices are working within your quality program and which may need reworking. You will understand how to make a positive impact on your customers while achieving specific desired business outcomes. Don’t miss your opportunity to participate in this engaging session and network with industry leaders from the Ottawa Area!
Contact Strategies
Deborah Morden Jane Finn
Deborah Morden is a Managing Partner of Contact Strategies Inc. Deborah has been actively involved in the contact centre industry for over 25 years, working with over 200 centres in Canada, US and Latin America assisting her clients in the business and strategic planning, design, implementation and optimization of their sales, marketing and customer service contact centre operations. Jane Finn is a Managing Partner of Contact Strategies Inc. and a hands-on practitioner with more than 25 years of contact centre experience. Jane has a B.A. in Political Science and an HR Diploma. Jane has held a number of positions related to the development and implementation of specialized job functions, workload analysis, job evaluation, performance assessment, training, contact centres and operations management.
Seats are limited! Register today at info@callcentres.org .Best Practices in Quality - Video Registration: Starts at 8:00am Workshop: 8:30am to 4:00pm Location: Dow’s Lake Court; 865 Carling Ave Cost: $399 for ORCCA Members; $499 for non-members (snacks, lunch and refreshments will be provided) Parking: Onsite parking at a cost






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