Are you ready to support your colleagues through the Winter of 2022?

What is the health of your contact centre operation? Are you fighting fit and ready for the challenges ahead? As an industry we have never experienced such demanding situations with customers contacting us more often than ever before, whilst we grapple with the need to support colleagues better than ever.

Some organisations have spent the summer preparing for an unpredictable and extraordinary Winter using data, analyst predictions and limitations to make sure the operation is ready to deal with whatever it is thrown. Are you really ready to support your colleagues dealing with increasing volumes of vulnerable customers, whilst they too may be vulnerable?

Using the latest research from Calabrio, their Director of Pre-Sales, Ed Creasey, will lead a panel debate to explore what those very real challenges are and how the industry has prepared itself. We’ll be asking what you are experiencing and feeling, giving you a chance to be inspired and take away some practical ideas to further prepare yourself for what lies ahead.

About the Speakers

Sabina Onwuka, Customer Services Manager, London Borough of Barking and Dagenham

Her philosophy has always been about serving others, and being the voice of the residents, and staff is where she thrives. Sabina has been a mentor to her team members, as she believes in providing a safe space for her staff to feel supported, grow at work and outside of work. One of her highlights was during the first national lockdown, where like everyone else she had the challenge of transitioning from 100% office-based way of working to 100% homeworking, including procuring new technology, purchasing equipment, and delivering training to all staff within 2 weeks. It was a huge success and has improved the customer and employee experience.

Sarah Leff, Operations Director at Interact CC

Sarah is Site Director at Interact Contact Centre’s Richmond site, with over eighteen years’ experience in the contact centre industry. Sarah is responsible for the day-to-day leadership and general management of omni-channel inbound and outbound sales, retention and customer service campaigns. Prior to joining Interact, Sarah served primarily in account management and operations managing large multi-site campaigns both on and off-shore. Her experience has involved running digital and voice channels with a focus on improving customer retention and loyalty while developing customer insight for Interact’s blue chip clients.

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Where and when?

Date: Wed 21 Sep 2022

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Business leaders, contact centre and operational leaders

Why should you go?

Join us for discussion and ideas for supporting your contact centre colleagues through a tough winter 

How much is it?

Free of charge

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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