Best Practice Visit to Motorway

Motorway is setting new standards of excellence within the contact centre industry, showcasing a strong commitment to employee engagement, operational innovation, and outstanding customer service.

We invite CCMA members to visit the Motorway site in Brighton for a day filled with networking and inspiration. This event will highlight the remarkable transformations achieved by the Motorway team, emphasising their innovative practices that benefit both customers and colleagues alike.

You’ll hear from three silver UK National Contact Centre Award winners as they tell their stories covering:

The trials and tribulations of implementing a new WFM system
A dive into Motorway’s innovative employee engagement initiatives
How complaints are driving change to deliver enhanced response times and a customer-centric compensation scheme
Key quality initiatives behind enriched customer experiences and increased retention rates

Participants will have the opportunity to engage with award-winning leaders, hear their success stories, and explore the strategies behind their achievements. You’ll gain valuable insights into how Motorway has cultivated a culture of excellence and how these practices can be applied within your own organisation.

We look forward to welcoming you!

Agenda

09:00	Arrive and Networking
09:30	CCMA Welcome and Member Update 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	Motorway Introduction Motorway welcomes CCMA members to meet the team where they will share the background of their operation.
10:00	Site Tour
10:15	Winners Story – Resource Planning Manager of the Year Join us for an inspiring session with Cameron, who recently won the silver award for Resource Planning Manager of the Year at the UK National Contact Centre Awards. Cameron will share his remarkable achievements over the past year, including the successful implementation of a new WFM system. He’ll delve into his innovative employee engagement initiatives, such as ‘Schedule Self Drive,’ and his dedication to talent development and fostering a culture of innovation that has firmly established Motorway as a leader in the contact centre industry.	Cameron Croxson, Motorway
10:30	Q&A
10:45	Coffee Break
11:00	Winners Story – Complaints Manager of the Year James, who won silver for Complaints Manager of the Year at this year’s UK National Contact Centre Awards, will share his journey from Motorway’s first customer support agent to leading the Escalations Team. He has built a top-performing function that effectively handles complex complaints and operational risks. James will discuss how his focus on quality, efficiency, and preventative measures has led to significant improvements across the business, including enhanced response times and a customer-centric compensation scheme. He’ll also highlight how he fosters a culture of autonomy and strategic learning that empowers teams to excel.	James Tiltman, Motorway
11:15	Q&A
11:30	Winners Story – Quality Manager of the Year Zoe, a silver winner for Quality Manager of the Year at this year’s UK National Contact Centre Awards, will share her journey in transforming the QA function to significantly enhance customer experience and retention. She’ll discuss key initiatives, including the reduction of sales case checks, the introduction of advanced QA frameworks, and the use of data-driven insights, all of which led to improved quality scores and savings for the company. Through her collaborative leadership and strategic innovations, Zoe illustrates her profound impact on Motorway’s success and offers insights on how these changes can be applied to elevate quality and efficiency in other organisations.	Zoe Muddle, Motorway
11:45	Q&A
12:00	Lunch and Further Q&A
12:30	Close

This event is now fully booked

Where and when?

Date: Thu 27 Feb 2025

Time: 09:30 - 12:30

Location: Brighton

Who is it for?

CCMA members looking for inspiration for their approach to employee engagement, WFM and/or complaints management.

How much is it?

A member benefit.

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