CCMA Webinar - Best Practices in Performance & Quality Management
Date: 17/04/2026
Venue: Webinar 12 noon
Changing a quality scorecard is a bit like changing your bedsheets. Everyone agrees it should happen regularly; most people do it eventually… and a brave few will admit they’ve left it far too long.
Recent global research from Call Centre Helper’s “What Contact Centres Are Doing Right Now” report highlights just how slowly quality frameworks are evolving.
While 53% of organisations updated their scorecard in the past year, only around 5% had updated it in the past week, suggesting that many contact centres still treat quality measurement as an occasional exercise rather than a living management tool.
The problem? Customers aren’t waiting.
We now live in what Dara calls a “swipe world”. If the experience doesn’t meet expectations instantly, customers don’t complain – they simply swipe away to another option.
On this webinar, contact centre consultant Dara Kiernan explores why traditional performance and quality management approaches often struggle to keep pace with modern customer expectations, and how leaders can rethink quality so it supports teams in the moment, not just after the interaction has finished.
Drawing on industry research and real operational experience, Dara will share practical insights on how organisations can move their quality programmes from reactive to proactive – and ultimately pre-emptive.
Because the contact centres that thrive in today’s environment aren’t the ones with the most metrics – they’re the ones moving at customer speed.
This is a 30 minute webinar.
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