Best Practice Visit to NewDay

Join us as multi-award-winning NewDay share the journey behind their success at the UK National Contact Centre Awards 2025, including receiving the inaugural Customer Excellence Award under the new Contact Centre Standards Framework.

Discover how their Gold, Silver, and Bronze wins reflect a culture of leadership, quality, and customer-centric excellence. Francesca and the team will offer insights into their accreditation journey, why they chose the framework, and the impact it’s had on their operations.

This session is a must for those looking to elevate standards and achieve lasting recognition in their own contact centres.

This event is now fully booked, however a waitlist is in place. We will notify you if a spot becomes available.

Agenda

09:00 – Arrive and Networking
09:30 – CCMA Welcome and Member Update Hear the latest news and updates from the CCMA, along with what you can expect throughout the day. With Kate Knowles, Services Director, CCMA
09:45 – NewDay Introduction The NewDay team welcomes CCMA members to meet the team where they will share the background of their operation With Francesca Rea, Director of Customer Operations, NewDay
10:00 – Site Tour With NewDay Operations Team
10:45 – Break
11:00 – Hear the Inspiring Stories Behind the UKNCCA Wins. At NewDay, leadership is more than direction – it’s about living core values: Pull Together, Do the Right Thing, Aspire to Extraordinary, and Create Tomorrow. In 2024, their leadership team exemplified these values, driving record-breaking outcomes in customer satisfaction, colleague engagement, and operational efficiency. Join the multi-award winning team as they open their doors to share the powerful stories behind their successes, including UK National Contact Centre Awards 2025 Gold for Leadership Team of the Year – Large Contact Centre, Silver for Contact Centre Support Team of the Year – Customer Outcomes, Risk & Governance (CORG), Silver for Quality Team of the Year – Quality & Customer Outcomes Team and Bronze for Best Contact Centre Culture – Large Contact Centre. Discover the strategies, culture, and teamwork that earned NewDay national recognition. With NewDay Team
11:30 – Contact Centre Excellence Winner At this year’s UK National Contact Centre Awards, the NewDay team not only celebrated multiple award wins, but also proudly became the first recipients of the newly introduced Customer Excellence Award under the Contact Centre Standards Framework. Francesca and her team will share their motivations for pursuing accreditation through the framework, their insights from the assessment journey, and how this landmark achievement is being used to drive continuous improvement and elevate standards across the NewDay contact centre.
12:00 – Lunch and Q&A
12:30 – Close

Where and when?

Date: Thu 4 Dec 2025

Time: 09:30 - 12:30

Location: Morley, Leeds

Why should you go?

Discover award-winning strategies and practical insights from top-performing contact centres. Join us to be inspired and elevate your own success.

Who is it for?

This event is for contact centre leaders and managers who run departments or larger units

How much is it?

Included in CCMA membership.