Having won Gold at the UK National Contact Centre Awards 2020 for Contact Centre Support Team (Colleague) of the year, the leadership team at SSCL will share with us how they’ve used knowledge and customer insight to build a multi-channel strategy.

We’re all aware of how valuable insights are in the contact centre and how this intelligence can be used to make improvements both within the operation and in other functions within the business. This virtual visit with SSCL will share how they have used their insights to support their advisors and helped them to create their very effective multi-channel strategy; an approach that saw the business win Gold in the Contact Centre Support Team of the Year at the UK National Contact Centre Awards 2020.

During this session, the team will share with us:

  • An overview of SSCL and the story of how they won Gold at UK National Contact Centre Awards 2020
  • The structure of their team and how they support the operation
  • How they gather customer insight and turn that into advisor knowledge
  • How this has helped them create a multi-channel strategy that has improved the customer journey and colleague engagement

As always, there is an opportunity to ask questions

About the host

Taking home, a gold award at the UK National Contact Centre Awards 2020 for Contact Centre Support Team (Colleague) of the year. Shared Services Connected Limited (SSCL) is a leader in critical business support services and work with the largest Government departments, the Ministry of Defence and Police across the UK.

Created as a unique joint venture between Sopra Steria – a European leader in digital transformation – and the Cabinet Office, SSCL operate from various sites across the UK, with its main contact centres based in Newport and Newcastle. SSCL employs more than 2,400 people. Its in-depth client knowledge and collaborative approach sits at the heart of its business strategy.

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Where and when?

Date: Wed 3 Mar 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

CCMA Members

Why should you go?

To hear from Gold award winners of the UK National Contact Centre Awards 2020 about how they used customer insight and advisor knowledge to build a multi-channel strategy

How much is it?

Free for CCMA members

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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