Preparing the Frontline for Complex Conversations

The role of the frontline colleague is changing, and it’s changing fast thanks to technology. With contact centre leaders taking a digital first approach, removing simple interactions from the frontline, it’s leaving more complex and emotive conversations to be had. These conversations are often longer and require a more genuine and authentic competence to handle. 

It is widely reported that customer service standards in the UK have fallen to an all-time low and one of the reasons for this is said to be firms reliance on technology investment over employee investment. NewDay and others are bucking this trend with a different strategy where AI is deployed not to displace employees but to ensure they are competent, confident, and capable of dealing with the resulting more challenging conversations. 

How are you supporting your frontline as your operation goes through this transformation? How are you closing the employee skills gap? And how are you attracting and retaining people in this new world? 

CCMA’s CEO, Leigh Hopwood will explore these questions and more during this interactive online seminar featuring Francesca Rea, Director of Customer Operations at NewDay and Adrian Harvey, CEO at Elephants Don’t Forget. We’ll find out how NewDay has approached its digital first strategy; how they measure the competence levels of their frontline, what impact an increase in this competence can have on metrics and knowledge retention to make them more confident each day. 

About the Speaker

Francesca Rea, Director of Customer Operations, NewDay

May 2014, Francesca joined NewDay where she is the Director of Customer Operations. As a member of the Senior Leadership team, Fran leads the teams across Customer Service, Complaints, Collections, Customer Care Team, Fraud and Customer Outcomes as well as Customer Fulfilment and Optimisation teams. She directs the omni-channel servicing strategy across our channels which include E servicing, Mobile App, Digital Messaging, and Call centre. Fran also provides insight back into the business which supports improvements in CX. Fran previously worked at GE Capital, Axa Life, Telefonica O2, Cable & Wireless Worldwide and BT and as an experienced Leader, has led successful transformations and created award winning customer service transformations and experiences.

Adrian Harvey, CEO and Co-Founder, Elephants Don’t Forget

Adrian spent the first decade of his career working in corporate banking and lending with ABN AMRO, GE Capital & BNP Paribas. He joined the energy sector to bring commercial expertise to the privatisation of British Gas and spent ten years in the sector. He was Managing Director of the largest residential business of British Gas and Managing Director of Eon’s property services and renewable energy business.

Contact centre leaders responsible for ensuring frontline colleagues have the skills needed to do their job.

Get lots of ideas and inspiration in how to better equip your front line for the future.

Free to attend.