• January 19, 2011
  • 7:30 AM - 10:30 AM
  • The Law Courts Inn, 800-Smithe St, Vancouver
  • 8


  • price includes HST and a full, hot breakfast!
  • price includes HST and a full, hot breakfast!

Advance registration and payment is required. Cancellation: 72-hour notice.
Registration is closed



registrations at the door.


Join your colleagues in the discipline of Quality Management and Training to share best practices, lessons learned, successes and even horror stories! Best Practice Workshops such as this, bring together BC Contact Centre Association members to share real life experiences affecting our industry every day.

Discussion topics will include:
  • Aligning quality objectives with business goals
  • Aligning quality with training and coaching
  • Who? Quality dept? Trainers? Supervisors? All areas?
  • What? Voice? Screen? Email? Chat??
  • Benchmarking
  • Root cause analysis
  • Agent self-evaluations
  • Random vs precision monitoring
  • How can we use quality to improve operational efficiency, increase loyalty and retention, enhance marketing and sales effectiveness, and improve business intelligence?
Our sponsors and facilitators for this workshop, Canadian Communications Products and NICE have delivered this workshop for other contact centre professionals across the country in the past year, and here is what some of the participants had to say:

“The presentation was very good! I enjoyed it all!”
“I thought you had great information and it all pertaining to QA, I was very pleased to see that.”
“Very well done presentation!”
“It was very interesting and is always great to see how other companies are doing compared to you.”
“You shared ideas and I took a lot more from them than in the past.”
“Always interesting to see how things are done elsewhere.”

This event will appeal to Contact Centre Leaders, Trainers, Operational Management and Consultants. So please join us for this very informative session. Location map


Shane Maguiness, CSP, CET
Chair, CCP Sustainability Committee

Shane Maguiness is the Recording Solution Manager for Canadian Communication Products Inc. and has been a value-added distributor for NICE Customer Experience Management solutions for 10 years. Shane engages with contact centres across Canada to uncover opportunities to increase sales, improve operational efficiency and reduce cost through the implementation of solutions and processes. Previously, Shane has worked both as an Operational Supervisor for an Inbound/Outbound Software Sales department and as an Agent in an inbound contact centre environment.

Adele Partington

Adele is a Canadian Country Manager with NICE Systems.  Adele has been working with contact centre customers for over 15 years, helping customers to design, and implement successful solutions that increase productivity, drive customer satisfaction and reduce cost and complexity. Recently, she has been working with back-office solutions to help drive productivity, increase revenue and management performance across telecommunications, insurance and banking verticals. 

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