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.

  • How do you develop and maintain an agile operation in a hybrid environment?
  • What does it take to build a creative, innovative and responsive model?

We’ve invited Capita 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.

About the speakers

Michael Sherwood

Michael is a National and European awarding winning customer experience professional, with over 20 year’s leading front line service operations and customer experience functions for brands such as Orange, Tesco Bank, Virgin Money and Atom.

Michael’s current role is Head of Digital Experience at Atom Bank, where he is responsible for CX Insight, Customer Research, UX and Experience Design.

He is also a lead judge for the North East Contact Centre Awards, CCMA Awards and the European Contact Centre and Customer Service Awards.

With a unique combination of insight, continuous improvement, CX and operational leadership experience, Michael has a ‘total view’ of what it takes to design and deliver industry leading products and services customers love.

Book your place(s)


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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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