Leadership models have changed with an increased focus on coaching and developing colleagues and teams. How can we best shift call quality monitoring to support this transition whilst remaining compliant and adhering to relevant legislation? What new ways can help capture the experience of customers that best reflects the interaction they have had? How can we better 'listen' to what colleagues and customers are telling us? 

The agenda for this session will be published soon. 

For more information and to get involved please get in touch.