Balancing AI with Humans in your Contact Centre

In the current landscape, AI stands out as a pivotal and transformative force. Acknowledging its inevitable impact on our work dynamics, particularly in contact centres, prompts us to consider the balance required between technology and human resources.

This CONNECT event is designed to delve into the strategies employed by contact centre leaders in harnessing AI’s potential while maintaining an ethical balance between people and technology. This is a great opportunity to gain insights from industry peers, fostering a platform for the exchange of innovative ideas.

How can AI support customers, colleagues, and your contact centre operation? Does AI fit with your brand values? Let’s explore this further during this half day in-person CONNECT event hosted at STA International’s contact centre in Glasgow.

Hosted by the CCMA’s Membership & Learning Director, Kate Law, the agenda is a mix of interactive sessions, learning and insight where you’ll:

  • Explore AI in the contact centre
  • Discover how organisations are balancing AI with the human touch
  • Uncover the ethical balance between pushing AI with supporting your people
  • Be inspired by stories and views from your peers about how AI can support your colleagues, customers, and your contact centre operation
  • Take a tour of the STA International contact centre after lunch – optional

As always, this is a great opportunity for you to network with your peers and take away ideas to implement in your contact centre.

Hear the latest news and updates on the CCMA and what to expect from the day.

In the ever evolving complex contact centre environment, supporting advisors is key. During this open mic we will better understand the drivers of complexity and the impact this has on the frontline.

We’ll discuss the work that the frontline does today, how you flex and schedule the frontline to meet multi-channel, multi-product, multi-lingual, multi-query demand and how you can support advisors to help them cope, manage and excel in these more complex roles.

Kate Law, Membership and Learning Director, CCMA

Virgin Media will share their experience of connecting agents, providing support for training & coaching, tell the story of intelligent automation and what’s next.

We’ll be asking the panel how they are managing complexity in their contact centre to ensure that they remain in control in a world of constant change.

From the use of AI and other technologies and enabling data and insights to ensuring clear roles and responsibilities with great cross-collaboration and communication and of course, frontline training and support, hear lots of advice and guidance to help you in your operation.

Agenda

08:30 – 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 and Learning Director, CCMA
09:45 – Open Mic: Understanding and managing complexity

In the ever evolving complex contact centre environment, supporting advisors is key. During this open mic we will better understand the drivers of complexity and the impact this has on the frontline.

We’ll discuss the work that the frontline does today, how you flex and schedule the frontline to meet multi-channel, multi-product, multi-lingual, multi-query demand and how you can support advisors to help them cope, manage and excel in these more complex roles.

Kate Law, Membership and Learning Director, CCMA
10:30 – Guest Speaker
11:00 – Break
11:20 – Case Study

Virgin Media will share their experience of connecting agents, providing support for training & coaching, tell the story of intelligent automation and what’s next.

Fate Herring, Virgin Media and Matt Rumins, Intradiem
12:00 – Panel debate: Staying in Control!

We’ll be asking the panel how they are managing complexity in their contact centre to ensure that they remain in control in a world of constant change.

From the use of AI and other technologies and enabling data and insights to ensuring clear roles and responsibilities with great cross-collaboration and communication and of course, frontline training and support, hear lots of advice and guidance to help you in your operation.

Hosted by Kate Law, Membership and Learning Director, CCMA
12:45 – Lunch
13:00 – Optional Site Tour

About the Speakers

Graeme Matheson, Planning & Performance Lead, John Lewis & Partners

Graeme has worked in contact centres and outsourcing for over 25 years, holding a range of roles on both the supplier and buyer side in telecoms, financial services and retail. A passionate believer in delivering excellent customer experience regardless of channel or geography, he has spent his career supporting and enabling multi-channel contact strategies to provide great customer service every time.

Graeme currently leads the Planning & Performance team at John Lewis & Partners. He has full accountability for the Partnership’s outsourced customer contact centres in addition to planning, forecasting, data analysis, insight and MI for the in-house estate

Naomi Dowding, Head of Customer Service Development, DHL Express

Naomi leads the Forecast & Planning, Learning & Development, Quality & Performance, Projects & Change Management, MI Reporting and Digital Content Engagement teams. Over the past 18 months they have been able to help and support the business deliver improved Employee Opinion Survey results, greater Operational Efficiency whilst keeping their customer at the heart of everything they do.

Naomi has always worked in the Customer Service industry and made the decision 10 years ago to move to the UK from Australia to work for DHL. Starting as an advisor within the DHL Contact Centre and working her way through various roles has put her in a great position to lead a passionate team to make positive change.

Nerys Corfield, Contact Centre Consultant, Injection Consulting

Before setting up her consultancy, Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky. Since setting up Injection Consulting, Nerys has immersed herself into the contact centre technology space and is an advisor, a consultant for, and an assessor of vendor technologies. This 8-year immersion into the world of contact centre technology coupled with extensive operational experience has existed as the backdrop to carrying out regular Contact Centre audits, delivering transformation programmes, judging prestigious awards like the European Contact Centre and Customer Service Awards, chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.

For the last 5 years Nerys has worked hand in glove with Atos Unify as a Contact Centre Consultant for their global client base bridging the gap between the operational needs and the contact centre technologies available in the market.

Steve Gush, Head of Solutions EMEA, Foundever

Steve has over 20 experience of designing, building and managing customer experience solutions. Steve’s early career was focussed on managing technology across global BPO contact centres, migrating thousands of contact centre agents voice platforms, implementing new contact centres across Europe, North America, Africa and Asia Pacific. Migrating technology services to cloud and implementing cx solutions to enhance customer experience from process to conversational automation, driving value through analytics and AI.

Today Steve focuses on designing contact centre solutions of the future bringing together people, process and technology to drive value to global brands through enhanced customer experiences.

Kate Law, Membership and Learning Director, CCMA

As the Membership and Learning Director at the CCMA (Call Centre Management Association), Kate is drawing on her 20 years’ working in the contact centre industry in order to further support its members.

Prior to the CCMA, Kate was working at Assurant for ten years and in her last role as Customer Services Director, she was responsible for two contact centres and multiple outsource partners across Europe. Kate’s experience also includes time working in the contact centres at Vodafone and Advantis Credit, and also working for contact centre recruiters and training providers.

About the CONNECT event series

Hosted on CCMA member sites around the country, the CONNECT event series aims to bring our members together again, at a local level, as we start to emerge from the restrictions of the pandemic. They aim to deliver insights, enable talking points and give you a chance to hear the views and experiences of others.

Each event will take place in a different town or city around the UK and will cover different relevant topics appropriate for contact centre leaders and those that run contact centre operations.

Book your place(s)


As well as Attendee 1 above, please book places on this event for the following people:

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.

This event is now fully booked

Supported by

Where and when?

Date: Wed 8 May 2024

Time: 10:00 - 14:00

Location: STA International, Glasgow

Who is it for?

Contact centre leaders and those working through how to get the best out of AI in their contact centre. CCMA members only.

Why should you go?

Network with peers and learn from others around how they are balancing AI with humans in the contact centre.

How much is it?

Free of charge.

This event is now fully booked

Go to Top