If you are running a call centre operation in the Housing sector and want the opportunity to share your current challenges with industry colleagues then we invite you to join this event.
These round table events include industry insight and research, member case studies and discussions and as always an opportunity to share ideas and benchmark your own organisation against other member organisations in your sector.
There’s never been a better time to understand what your industry colleagues are doing, so please do join us.
Agenda
Topic: Managing complex customer interactions
| 12:00 | Welcome & introductions | Kate Knowles, Services Director CCMA |
| 12:15 | Learning from Experience: The McCarthy Stone CX Journey In this session, McCarthy Stone will take us through their customer experience (CX) journey, exploring the key moments, insights, and lessons learned along the way. Participants will hear how McCarthy Stone has approached enhancing customer engagement, the strategies and technologies that have supported their progress, and how they’ve aligned their CX initiatives with wider business goals. We’ll discuss what’s driven success, where challenges remain, and how their experience can inspire new thinking across the housing industry. |
McCarthy Stone |
| 12:45 | How do you deal with complex interactions?
During this phase of the session we will invite participants to discuss and share some of the challenges faced by those in the housing industry when it comes to managing complex customer engagements – this includes the skills required, the technologies that are necessary to allow employees the time and space to deal with challenging interactions, and how to balance this with meeting productivity and efficiency objectives. What’s working? What’s not? |
Kate Knowles, Services Director CCMA |
| 13:25 | AOB & close | Kate Knowles, Services Director CCMA |
Where and when?
Date: Tue 2 Dec 2025
Time: 12:00 - 13:30
Location: Online
Who is it for?
Directors, Heads of Customer Service in the Housing sector, Operations Managers, Senior Leaders
How much is it?
Free for CCMA members
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.