SIG - Team Leader & Manager (TLM): January 2025

The Team Leader & Manager Special Interest Group is for those leading teams within the contact centre. This forum enables leaders to come together to share ideas and best practices whilst discussing key topics. The Special Interest Groups offer a safe place for CCMA members to network and to come together.

These roundtable events include presentations from industry experts sharing insight and research, member case studies and some great debates. Leaders who join this Special Interest Group drive the agenda in these sessions.

Agenda

Topic: Look After Your People, And They Will Look After You

12:00	Welcome & introductions	Laura Farrell, Engagement Manager, CCMA
12:15	How Do We Drive Employee Engagement? Leading and motivating a team of different personalities, backgrounds and experience comes with its challenges. How do we, as leaders, create a great working environment for happy and engaged teams? You are encouraged to share: Challenges you face when driving employee engagement. What works for you when driving employee engagement for a team of different personalities.	All
12:45	Leading By Example The Specsavers celebrated Bronze at the European Contact Centre & Customer Service Awards 2024 for Best Employee Experience of the Year. Emma will share how Specsavers focussed on their employee experience from recruitment through to long tenure. She will share how the leadership team is empowered to create a harmonised working environment.	Emma Wilson, Audiology Operations Manager, Specsavers
13:15	AOB & close	Laura Farrell, Engagement Manager, CCMA

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Where and when?

Date: Thu 23 Jan 2025

Time: 12:00 - 13:30

Location: Online

Who is it for?

Those responsible for leading a team within the contact centre. Members only.

How much is it?

Free for CCMA members

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SIG – Team Leader & Manager (TLM): January 2025

Agenda

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Where and when?

Who is it for?

How much is it?

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