Quality Redefined:
Navigating the New Era of Contact Centre Excellence

Date: 14th November 2024
Venue: Clayton Hotel Burlington Road, Leeson Street Upper, Dublin 4.
Time: 09:30 - 11:30

Join industry leaders for an insightful breakfast briefing on the evolving landscape of quality management in contact centres. This exclusive event will explore how emerging technologies and shifting paradigms are reshaping the role of quality assurance.

Our distinguished panel will delve into key topics, including:

• Harnessing AI to optimise resources and enhance coaching
• Demonstrating QA's value
• Implementing robust quality frameworks
• Embracing emerging technologies 

• Dorothy O'Byrne (Managing Director, CCMA)
• John Jones, Head of Customer Retention, PhoneWatch
• Declan Ivory, VP Customer Support, Intercom
• Derek Corcoran (Founder & CEO, Scorebuddy)

• 9:30 a.m. to 10.00 a.m. - Meet & Greet (with coffee and pastries!)
• 10.00 a.m. to 11.00 a.m. - Expert Panel Discussion
• 11.00 a.m. to 11:30 a.m. - Networking

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