Precise dates, venues and topics are being confirmed and will be posted ASAP. Interspersed with the workshops throughout the year will be exclusive access to our leading members via site visits

Site Visit / Round Table

Tuesday 28 May 2019, BAXI Contact Centre, Warwick

Personalisation Workshop

Wedesday 05 June 2019, TfL Contact Centre, London

With the help of Amy Scott of Sedulous and Nathan Dring of Nathan Dring Associates, we will once again bring calls, emails, live chat and social media to life via a fully interactive presentation, with the focus on identifying the best way for your teams to achieve personalisation excellence moving forward!  

Plus, we will hear from a few of our leading performers in this difficult area, as we focus on getting fully to grips with exactly what is required to move service levels from one of the best to the very best!  

And, TfL have very kindly offered to show delegates around their centre during the lunch break.

Site Visit / Roundtable

Wednesday 17 July 2019, Caravan & Mortorhome Club Contact Centre

August 2019 - Mystery Shopping Begins


Thursday 12 September 2019, MUFC, Old Trafford, Manchester

Site Visit / Roundtable

Friday 20 September 2019, Gatwick Airport Contact Centre

Site Visit / Roundtable

Wednesday October 2019, Northern Power Grid Contact Centre

October 2019 - Mystery Shopping ends

December 2019 - Company Data & Reports Finalised


Thursday 12 December 2019, Xmas Drinks, Curzon Aldgate, London

Networking Xmas Drinks (Evening)

Wednesday 12 December 2018, London

Sponsor by: 

Gala Dinner

24 January 2019
Hilton Birmingham Metropole, Birmingham


Improvement Conference

February 2019
Woking (WWF Offices)