Right now contact centre leaders are having to deal with sudden changes in working environments, absence levels in flux and a workforce that is working in multiple locations. Some have the tools in place to be agile to this changing situation whilst enabling flexibility among the workforce. Others are finding this a challenge.

And it’s not just about operational management and ensuring that you have advisors available to handle customer contacts. Advisors need to feel valued and engaged. In an environment where remote working is relatively new, and advisors are used to working in the buzz of a contact centre for several years, this takes some getting used to.

That’s why we’ve invited Ed Creasey, renowned evangelist on employee engagement and workforce management, from Calabrio to share his expert view and answer your questions, such as:

  • How can we give advisors flexibility whilst maintaining service levels?  What role can self-service play?
  • How can we give colleagues a personalised and meaningful view of their performance to enable them to curate their career development?
  • How can we get colleagues more engaged in the quality management process?
  • How can we personalise coaching to advisors’ needs?
  • How can we deliver business intelligence that engage advsiors?
  • Can analytics, machine learning and AI really help?
  • How can the cloud be used so time isn’t spent learning disparate systems and that time is spent on coaching, insight, CX and planning.
  • How can we adapt this all to the needs of Gen Z and Alpha?

Our expert will start by sharing the latest workforce trends; the trends that were already in motion before the pandemic and those that have emerged or accelerated as a result. Then the floor is open to your questions.

Book your place(s)


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Where and when?

Date: Tue 23 Feb 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Contact centre managers and planners that are responsible for employee engagement and workforce management.

Why should you go?

Get tips and advice on moving your contact centre operation to the cloud

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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