Our annual UK National Contact Centre Conference took place on Tuesday 2 November 2021 on Hopin.

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 for the second time.

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

Reflections and the Future with Leigh Hopwood, CEO, CCMA

A Changing Paradigm – Where are your Customers Now? with Ben Page, CEO, Ipsos Mori

Meeting the Needs of Vulnerable Customers: A Primer for Contact Centres with Stephen Yap, Research Director, CCMA

Case Study: Creating the Ocado Retail Customer Hub with Paul Greenwood, Head of Customer Hub, Ocado Retail

Winners’ Showcase: NPS, FCR, demand and knowledge all improved by new CX team at NatWest

The New CX Strategy for 2022 with Chloe Woolger, Commercial Director, Kantar

Panel debate: How are you Preparing for 2022? hosted by Martin Hill-Wilson

The Rise of the Super Agent with Jeanette Hunter, Contact Centre Specialist, Jabra

Winners’ Showcase: Monzo Modernised their Metrics and Delivered First Touch Resolution

Using Engagement to Retain Colleagues with Steve Mosser, CEO/CIO, CloudWorks and founder, Sensée and Sarah Cocks, Learning and Development Champion, Sensée

Winners’ Showcase: John Lewis’ Approach to a Distributed Workforce

It’s Time to Smash the Walls Down with Adrian Swinscoe, CX Advisor and Best-Selling Author

Uncover what it truly means to delight customers in the insurance sector, built on complexity and compliance. 

Insurance: Delighting the Customer at Every Touchpoint

Uncover what it truly means to delight customers in the insurance sector, built on complexity and compliance. 

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Over the past year, the CCMA has brought together leaders from across the UK’s BPO community to explore the realities of operating in an environment defined by rapid change.

BPO Briefings: Insights From a Transformative Year

Over the past year, the CCMA has brought together leaders from across the UK’s BPO community to explore the realities of operating in an environment defined by rapid change.

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Leigh speaks with Rachel Hulme, Operational Support Manager at Liberata about her varied career working for brands including Capita and Argos.

CareerTalk with Rachel Hulme, Operational Support Manager, Liberata

Leigh speaks with Rachel Hulme, Operational Support Manager at Liberata about her varied career working for brands including Capita and Argos.

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