Free to CCMA members, our promise is no waffle, no sales pitches, just straight talking from industry experts.

Our annual conference aims to keep our members up to date with the latest trends and developments in the industry. This year was no different as we took the UK National Contact Centre Conference online.

Click on the links below to access all of the presentations delivered on the day.

The World at Large with Amy Cashman, CEO Insights Division, Kantar

The Impact of Changing Customer Behaviour on the Contact Centre with Stephen Yap, Research Director, CCMA

Discovering the Possibilities with Smart CX with Aimie Chapple, CEO Customer Management, Capita

Creating the Most Engaging Experience in Banking with Michael Sherwood, Head of Customer Experience, Atom Bank

Getting the Technology Right for Homeworking with Gil Trotino, Director Portfolio Product Management, NICE

Shifting Culture in a Period of Flux with Mark Billingham, Group CX Director and COO, The Very Group

Cupcakes and Candour: What We’ve Learned About Employee Wellbeing with Judith Yates, HR Director, and Helen Beaumont Manahan, EMEA Quality Solutions and CX Manager, at BPA Quality

How Bupa has Implemented a Wellbeing Solution with Kirk Bradley, Director of Commercial Operations, Bupa

Seven Trent’s Digital Journey with Bill Wilson, Digital Channel Strategy Lead, Severn Trent

Technology Roadmap to the Future with Martin Hill-Wilson, Industry Innovator and Strategist, Brainfood Consulting

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The Contact Centre Renaissance: Why Human Connection Matters More Than Ever

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

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The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Read more »
New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

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