2021 UK National Contact Centre Conference

Releasing the Power of the Contact Centre

Our promise is no waffle, no sales pitches, just straight talking from industry experts.

The contact centre has demonstrated just how valuable it is to the rest of the business. How contact centre operations have adapted demonstrates maturity. How contact centres are collaborating with colleagues across the business is testament to the value that they bring. How do contact centre leaders take advantage of this new-found power?

This year, the UK National Contact Centre Conference will explore where contact centre operations are winning and how they can continue to evolve to deliver genuinely brilliant colleague and customer experiences in this new world.

Join us as we hear case studies from winners of the UK National Contact Centre Awards, industry influencers share their insights and you have the unique opportunity to interact with the speakers and other delegates throughout the day.

Here are five reasons to join us:

  • The latest research exploring CX and vulnerability is revealed by Stephen Yap, CCMA’s Research Director
  • Hear what winners of the UK National Contact Centre Awards have delivered
  • Be inspired with ideas and advice from industry experts and influencers
  • Participate in the panel debate and interact with speakers during the live sessions.
  • Network with peers on the platform with this unique experience.


We have Kantar looking at the post-pandemic and post-Brexit world; original CCMA research on changing customer behaviour; and sessions on CX, homeworking, culture, wellbeing, digital and more with leaders like Atom bank, Bupa, The Very Group, musicMagpie, Severn Trent, NICE Ltd, Capita and many others. See the full agenda below.


Once you’ve logged in to the online platform you can have a look around, familiarise yourself with the layout, do a spot of networking, and get ready for our first session of the day.

Like everyone across the industry, the CCMA has adapted to a new way of life. Leigh will reflect on what’s available to members now and give you a glimpse into 2022.

The world as we know it has changed, influenced by the pandemic, climate change and the growing concerns about the future. Or has it? Ipsos is monitoring the truth behind the headlines. Ben will bring this to life with his fascinating and insightful storytelling.

Vulnerable customers are at a greater risk of harm due to financial, health or capability constraints. It is vital that every contact centre knows how to identify vulnerable customers and tailor their services to minimise the risk of harm.

In this session CCMA Research Director Stephen Yap will unveil brand-new research that uncovers just how widespread vulnerability is among the customer population today, sharing insights that will help contact centres better serve vulnerable customers.

As an online retailer, Ocado was in a strong position to support its customers through the pandemic. However, it didn’t rest on its laurels. Paul will share what Ocado is doing now to strengthen the customer experience and how colleagues are being supported.

Try the ‘speed-dating’ feature to meet new industry peers, experts, vendors, and partners. Select the Networking option in the main menu to be connected with another attendee. Or you can join in the group chat panel or invite someone for a one-to-one.

Find out how this new team had a significant impact on customer contact when it was formed in 2020. Hear about their approach to vulnerability and how they have supported colleagues to enable them to deliver an even better experience for customers.

Building and maintaining strong relationships with customers is critical to the survival and growth of a business, and the contact centre is fast becoming the centre piece of this strategy. Chloe will share advice and insights to help ensure your contact centre CX strategy in 2022 has the customer at the heart.

Join one of two breakout discussion groups hosted by an industry expert. Join any session you like where you can ask questions and participate in the debate. Choose from the topics below:

Strategies for Attracting and Retaining Colleagues

There is a growing crisis in the UK job market with more jobs available than people. The challenge of attracting colleagues at all levels is driving contact centre leaders to be more creative in what they offer, from flexible working to increased salaries. With more attractive propositions in the market, there is growing pressure to retain colleagues.

This virtual roundtable, taking place during the UK National Contact Centre Conference on 2 November at 12 noon, will give senior contact centre leaders the opportunity to discuss strategies for attracting and retaining colleagues. We’ll explore what organisations are offering and whether increasing salaries is working, giving delegates the opportunity to share ideas and seek advice and reassurance.

Kate Law, CCMA’s Membership & Learning Director, will lead the conversation with the support of Mark Walton, CEO and Ted Wignall, Recruitment Manager, at Sensée.

Strategies for Managing Vulnerable Customers and Colleagues

With the number of vulnerable customers on the rise, getting your approach right and ensuring frontline colleagues can handle those sensitive situations is critical. It’s not just customers that organisations need to be understanding of though, it’s also colleagues. Vulnerable colleagues is a growing phenomenon fuelled by the pandemic.

This virtual roundtable, taking place during the UK National Contact Centre Conference on 2 November at 12 noon, will give senior contact centre leaders the opportunity to discuss strategies for manging these two distinct yet comparable circumstances. We’ll explore what is working, giving delegates the opportunity to share ideas and seek advice and reassurance.

Stephen Yap, CCMA’s Research Director, will lead the conversation with the support of Neil Titcomb, UK&I Managing Director at Odigo.

If you’d like to participate, you will need to be a senior contact centre leader, for example Head of, Director, CXO level. To register, please complete the form below.

Hosted by Martin Hill-Wilson

We ask our members how they are preparing for 2022. Martin will be joined by:

  • Ryan Rubertazzi, Head of Telesales and Retention, Vodafone
  • Martin Teasdale, Podcaster, Get Out of Wrap
  • Justin Haines, Chief Operating Officer, Dojo
  • Lucie Child, Customer Care Strategy Manager, The Very Group

Contact centre advisors are facing calls that are becoming more complex, driven by self-service and shifting customer requirements, while customer satisfaction is increasingly seen as a key brand differentiator and the metric with the most focus. As a result, contact centre advisors need to be more skilled at managing difficult customer queries and be knowledge experts all while trying to deliver an exceptional customer experience.

During this interactive session, Jeanette will explore the new emerging challenges, delving into how these challenges can impact operations and ways in which they can be overcome through a combination of best practice, support and technology.

Monzo has revolutionised the customer experience by changing the way they operate. Nick will talk through their First Touch Resolution programme, how they are using communication to manage demand surges and the metrics that they are now using to monitor performance. Gold winners of the Large Contact Centre of the Year award at the UK National Contact Centre Awards 2021.

Recruitment of frontline colleagues has quickly become a major issue. As normality starts to stabilise, there are predictions of growing attrition. We’ll hear from Sensee how they are investing in their approach to engagement to better understand and retain colleagues.

Your last chance to try the networking ‘speed-dating’ feature to meet new industry peers, experts, vendors, and partners, or join in the group chat panel.

Hear the journey that Gold Winners of the Best Homeworking Programme at the UK National Contact Centre Awards took and what impact their approach is having on contact centre performance.

Contact centres are often the hidden gem of an organisation. They hold incredible amounts of data, insight and talent that can help build a brand and deliver growth and profitability. But potential won’t realise itself and requires contact centres and their leaders to play a bigger role and smash through a few norms and a few walls too. Adrian will explain why advocating for your contact centre beyond its walls (and how to do it) will deliver unforeseen benefits and opportunities for you and your teams.

As she closes this years’ conference, Leigh will reflect on the day and provide one final thought for you to take away.

Book your place

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Book your place

Where and when?

Date: Tue 2 Nov 2021

Time: 9:00 am - 5:00 pm

Location: Online

How much is it?

CCMA members: Free to attend

Non-members: £99 per person* (or 3 for 2)

*excludes VAT

Who is it for?

Contact centre leaders and managers looking for support, ideas, and inspiration.

Why should you go?

A unique opportunity to network and interact with delegates and speakers. Hear from UK National Contact Centre Award winners. Be inspired and take away lots of ideas.

Who can attend?

Contact centre professionals and CCMA partners.

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