Being agile in a hybrid contact centre environment

Agility has been critical over the last year as colleagues have been steadfast in their mission to survive.

As the UK emerges from the pandemic, customer contact has become erratic and unpredictable again. Combine this with the mounting pressure to provide a hybrid working environment and the industry is under real pressure from all sides. Organisations have little choice but to continue to be agile in their approach to responding to the fast-changing environment.

So how do you develop and maintain an agile operation in a hybrid environment without burning out colleagues? And what does it take to build a creative, innovative and responsive model?

We’ve invited Capita’s Innovation and Data Science Director, Alan Linter, and Gill Burgess, Operational Delivery Director, to share the fundamental shift that they are taking to use data and insights to support their colleagues and customers better, how they are adopting a more empathetic attitude within the contact centre and how their approach to CSR (Corporate Social Responsibility) is underpinning their approach.

Alan will share the trends that they are seeing and the approach they are taking, before Leigh Hopwood, CEO at CCMA, poses questions to Alan and Gill around what they are doing and experiencing in their contact centre operation. Delegates are invited to ask questions through Zoom too.

About the speakers

Gill Burgess, Operational Delivery Director, Capita

Inspiring and motivating teams and individuals to achieve outstanding personal and professional results is my absolute passion. I’ve fulfilled almost every role in and around contact centres and always come back to operational leadership.

Having set up and led inhouse operations for many years, I joined Capita in 2010 to lead a TUPE workforce into their new outsourcing home. It’s been my absolute privilege to have my teams represent clients in Retail, Utilities, Non Profit, Transport, Financial Services and Government sectors across a range of customer channels.

I’ve always been interested in why people say and do the things they say and do; and draw from my NLP Master Practitioner background to form the basis of my leadership approach.

Alan Linter, Innovation and Data Science Director, Capita

Using data and information to do things better has been the central theme running through my career. I started out as an operational leader, then moved into business systems and planning, and have spent more than a decade working in IT and shared services in the outsourcing sector.

I joined Capita in 2004 as IT and Shared Services Director, with responsibility for all the new systems implementations carried out on behalf of clients and draws on my experience as a Lean Six Sigma Master Black Belt Practitioner, and a Net Promoter Associate.

In my current role I am responsible for the CCM’s workforce planning, insight and analytics innovation and improvement function

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Where and when?

Date: Thu 15 Jul 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Members and non-members

Why should you go?

Get the very latest insights into the Contact Centre Consumer

How much is it?

Free to attend

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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