SIG – Diversity, Equity, Inclusion & Belonging: January 2026

• With Kate Knowles, Services Director, CCMA

• With Lucie Child, Head of Customer, Transport for Greater Manchester

Do you have policies in place to support individuals with a stammer?

In this session, we’ll uncover how contact centres are stepping up to support customers who have a stammer, and how this is being embedded through frontline training and support.

We’ll also take a closer look at how contact centres are creating inclusive environments for employees with a stammer, ensuring they feel supported, empowered, and set up for success.

• With Lucie Child, Head of Customer, Transport for Manchester

We’re joined by Kirsten and Jane from Stamma, the UK’s largest charity representing people who stammer.

They’ll be sharing powerful research and personal insights into what it feels like for someone with a stammer to contact a contact centre, highlighting real experiences and the challenges they’ve faced.

This is a valuable opportunity for members to reflect on how this feedback aligns with their own contact centre policies and consider what more can be done to create a truly inclusive experience for all.

With Kirsten Howells & Jane Powell, Stamma

As we step into 2026, it’s the perfect time to reflect and reset your priorities around Diversity, Equity, Inclusion, and Belonging (DEIB).

In this session, the group is encouraged to come together and share:

• What are your 2026 DEIB focus areas?
• What support do you need to achieve these goals?
• How can this group help you along the way?

Let’s collaborate, inspire, and set the tone for a more inclusive year ahead.

•  With Lucie Child, Head of Customer, Transport for Greater Manchester