2021 UK National Contact Centre Conference

Developing the Power of the Contact Centre

Free to CCMA members, 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.

Leigh will open the conference reflecting on some of the recent changes at the CCMA before sharing news on how the CCMA will continue to support its members through these challenging times.

Amy will share with us the latest insights into how the world is changing following the pandemic, the impact of the current economic situation across multiple industries and a glimpse into what Brexit will bring. She will also share predictions from Kantar exploring the shape of the marketplace ahead, what brands need to do to succeed and crucially what it means to the overall customer experience.

We know customer behaviour has changed. Stephen will reveal how it has changed and how the contact centre is responding by sharing the CCMAs latest research sponsored by Odigo.

Music Magpie has demonstrated that continual change and transformation is the way to survive. Steve will share how the business has responded to recent events and how it is gearing itself up for the future.

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.

Capita is a business built on the importance of powerful customer experiences. Aimie will talk about how the business is using technology to improve CX.

Followed by Live Polls: Planning for 2021 with Stephen Yap, Research Director, CCMA

Banks have been under pressure to deliver an engaging customer experience. Michael reveals how Atom Bank is transforming its customer experience in the contact centre and the results so far.

With homeworking here to stay, using technology to enable a smooth customer experience, effective colleague engagement and the ability to meet compliance needs is critical. Hear how NICE has successfully deployed a homeworking technology infrastructure that has supported recent events.

Join one of three breakout discussion groups hosted by an industry expert. Join any session you like where you can ask questions and participate in the debate. Jump in and out of all the sessions if you like, or use the platform’s networking functions to have your own discussions. Choose from the topics below:

Talent Acquisition, Attraction and Retention – Michelle Ansell, Managing Partner, Douglas Jackson

Hosted by Sarah Hunt

Who you hire and the success and retention of your appointments are some of the biggest business decisions you will make and will directly impact your ability to achieve your goals, have more time and be more successful.

This is your opportunity to gain expert advice on your challenges, learn more about wider industry job market trends and how to source the right individuals for your business. Whether you are looking for advice on candidate attraction, the candidate experience, go to market strategy, hiring virtually best practice, or the success and retention of your hires, Michelle is an expert in this field and will be on hand to answer your questions.

CX in the Contact Centre – Gerry Brown, The Customer Lifeguard

Hosted by Stephen Yap

Our lives and customers’ expectations continue to change and evolve faster than ever and as a result your customer experience should be continually adapting to stay ahead of the competition. It’s the survival of the fastest, and those organisations that have reacted more positively, swiftly and effectively than others will survive and thrive.

If you have a question about your approach to CX, CX strategy, customer journeys, technology for CX and how to overcome current CX challenges, please drop in and discuss it with Gerry.

Technology Procurement – Tina Fernandez, Managing Partner, Orbital Law

Hosted by Jackie Pringle

With investment in technology growing, procuring quickly and effectively is critical. Tina is a lawyer specialising in the procurement of hardware, software, telecoms service and cloud, including AI and robots.

She will answer your questions and share her advice in how to avoid common pitfalls and the importance of creating a partnership with your technology provider.

One of the toughest challenges facing contact centre leaders right now is developing a culture that is motivating, engaging and rewarding. Mark will tell us the story of how The Very Group has progressed to build a rich culture that works.

With Jonathan Cowie, Chief Operating Officer, VIVID Housing, Liam Smith, Director of Customer Services, Rank Group and Phil O’Shiel, Director of Operations, Atos.

We ask our members how their operation is changing and what plans they have for 2021. What are their priorities now and how are they investing in the future?

Followed by Live Polls: Planning for 2021 with Stephen Yap, Research Director, CCMA

Implementing a structured and effective colleague wellbeing programme can be challenging but will deliver great results. Judith and Helen will share BPA’s ongoing journey to create an authentic, supportive environment that has adapted well to recent events.

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.

Looking after colleague health and wellbeing is in the ethos at Bupa. Learn from Kirk how the business has pushed boundaries to deliver a solution that is valued and delivering for colleagues.

Followed by Live Polls: Planning for 2021 with Stephen Yap, Research Director, CCMA

Following an award-winning culture change programme, Severn Trent has successfully migrated to greater self-service while implementing new digital channels releasing advisors to handle more complex interactions and drive up CSAT.

With contact centres turning to technology to support changing business models, Martin will take us on a tour of what is possible and what your priorities should be to improve both the customer and employee experience.

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

Please book places on this event for the following people:

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Book your place

Where and when?

Date: Tue 2 Nov 2021

Time: 9:00 am - 4:30 pm

Location: Online

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?

All welcome

How much is it?

CCMA members: Free to attend

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

*excludes VAT

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