Adapt. Improve. Adapt. An Industry Leading Way.

In this world we are all adapting to survive, to stand still or to get ahead. In the contact centre, the pressure to continue to adapt to customer demands and colleague needs is simply getting more critical. How are you driving continuous improvement to support your people, your customers, and your business strategy?

As one of the first contact centres to become an Accredited Contact Centre, and the first to be recognised as Industry Leading 5-star, SSCL is opening its doors to its Newport site to showcase how they continue to adapt and improve their operation.

During this half day in-person CONNECT event, you’ll:

Join an open mic discussion where we’ll be sharing how continuous improvement is planned, controlled and measured, whist considering the challenges being faced.
Gain insights and advice from SSCL when they share their continuous improvement journey.
Hear from our panel of industry experts including Daniel Edwards, Head of Customer Centre Operations, Cadent Gas, Kerrie Hibbert, Head of Operations, Practice Plan, Claire Emery, Head of Contact Centre Operations, TUI and Marco Ndrecaj, Director of Contact Centre Services, SSCL as they share how they are focused on driving change within their organisation.

You can expect to hear best practice approaches, be inspired with tips and advice from your peers and have the opportunity to build your network to enable you to further tap into ideas and support from across the CCMA member community.

Agenda

09:00 – Arrive and Networking
09:30 – Welcome Hear the latest news and updates on the CCMA and what to expect from the day.	Kate Law, Membership & Learning Director, CCMA
09:45 – Open Mic: Adapting for the future! How are organisations driving continuous improvement to support their employees, customers and their business strategy? During this open mic we will share what does continuous improvement and your communication plan look and feel like in your organisation. Whilst exploring how its done, we will discuss what benefits are seen whilst also considering what challenges you face when driving continuous improvements.	Kate Law, Membership & Learning Director, CCMA
10:30 – Raising Standards within the contact centre industry What does good look like? How do we improve our operation, customer experience and employee experience? These are all questions asked throughout the contact centre industry by leaders. Becky is one of the Lead Appraisers who supported the development of the Contact Centre Standards Framework. She will share how assessing your contact centre against a framework can support continuous improvement, drive employee engagement, enhance customer experience and drive brand recognition.	Becky Simpson, Managing Consultant, Improvement Solutions Limited
11:00 – Break
11:20 – Case Study: Achieving 5-Star Contact Centre Accreditation in a Secure Environment Delivering contact centre services in a highly secure and complex environment can come with an extra layer of challenge so achieving a 5 Star Accreditation on the Contact Centre Standards. SSCL will share how they put their people and continuous improvement at the forefront of their strategic approach. Customer Management hubs in Newport and Newcastle are driving real business change for our clients using new technologies to enable higher customer satisfaction and reduced cost of delivery. They have transformed customer delivery through digitising transactions the customer hubs are managing more complex engagement and supporting digital enablement and vulnerable customers.	Phil Ruston, Director of Business Development – Contact Centres, SSCL
12:00 – Panel Debate During this discussion our panel will share how they are focused on driving change within their organisation.	Hosted by Kate Law, Membership and Learning Director, CCMA with: Daniel Edwards, Head of Customer Centre Operations, Cadent Gas Kerrie Hibbert, Head of Operations, Practice Plan Claire Emery, Head of Contact Centre Operations, TUI Marco Ndrecaj, Director of Contact Centre Services, SSCL
12:45 – Lunch

About the Speakers

Becky Simpson, Managing Consultant, Improvement Solutions

Having gone up through the contact centre ranks, Becky has worked across most industry sectors and led award-winning centres. Becky now specialises in designing and delivering transformation programmes. Her experience in developing, training out and assessing contact centre vocational and degree level qualifications has been invaluable in supporting the development of the CCMA Contact Centre Standards Framework.

Claire Emery, Head of Contact Centre Operations for UK&I, TUI Group

With over 25 years of experience in customer service and contact centres, Claire has a deep understanding of creating exceptional experiences for customers. Her passion lies in transforming customer interactions and believes in using technology to enhance, rather than replace, the human touch. Her commitment to creating great experiences has led to innovative solutions that blend efficiency with personalised service.

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Where and when?

Date: Tue 11 Jun 2024

Time: 09:30 - 13:00

Location: SSCL, Newport

Who is it for?

Contact centre leaders who are adapting for the future. CCMA members only.

Why should you go?

Network with peers and learn from others around best practices and approaches when driving continuous improvement.

How much is it?

Included as part of your CCMA Membership.