Employee burnout is an increasing challenge, affecting both workforce well-being and overall business performance. The ability to accurately predict and prevent burnout can be a game-changer in commercial planning, helping organisations optimise resources while maintaining exceptional customer service.
Failing to address burnout effectively can lead to reduced service quality, disengaged employees, and rising resourcing costs. At this exclusive CONNECT event, we’ll bring the industry together to explore how we can anticipate and manage burnout, and what leaders can do to stay ahead to ensure engaged and motivated teams.
Here’s what to expect during this in-person event:
- Share your predictions on the impact of burnout in the workplace in 2025 and beyond.
- Hear how leading brands forecast burnout risks and implement strategies to retain valuable talent.
- Connect with industry peers, exchange ideas and gain fresh perspectives.
- Take away actionable insights to enhance your contact centre operations.
Join us for an engaging and insightful session designed to help you future-proof your workforce while driving business success.
PLEASE NOTE: We have launched a new booking system, so the following registration process will look a little different. If you have any issues please contact [email protected]. Thanks for your support as always.
Agenda
| 09:30 – Registration and Networking | |
| 10:00 – Welcome
Hear the latest news and updates on the CCMA and what to expect from the day. |
Kate Law, Membership and Learning Director, CCMA |
| 10:15 – Open Mic: Burnout on the Front Line
CCMA CONNECT open mic sessions are designed to give you an opportunity to share your experiences and hear from others. During this session, Kate will be asking how your frontline colleagues are handling more complex conversations. She will explore whether instances of increased stress and burnout are growing and invite your predictions on the potential causes and impact of burnout on the team and on customers. |
Kate Law, Membership and Learning Director, CCMA |
| 11:00 – The Power of Compassionate Leadership for Thriving in Times of Change
This interactive session will explore the vital role of being a compassionate leader in preventing burnout within the contact centre environment. Key themes will include adopting a people-first approach to building team resilience, sustaining personal wellness, and inspiring meaningful change |
Sara Hatta, Accredited Coach (ICF ACC) and Wellness Professional, Infinite Changes |
| 11:30 – Break | |
| 11:50 – Roundtable: Diagnose and Remedy
Matt leads this roundtable discussion asking key questions such as: How are leaders identifying the early signs of burnout? Are leaders empowered and equipped with the necessary tools to effectively address burnout? During this session, we will also examine practical remedies and strategies available to contact centre leaders for tackling burnout risk. This will be an opportunity for sharing insights and discussing actionable approaches tosupport teams and enhance overall wellbeing in the workplace. |
Matt Rumins, Vice President Sales & Customer Experience UK&I, Intradiem |
| 12:20 – Panel Discussion: Predicting Burnout
Predicting employee burnout is a critical component when designing commercial models that ensure adequate resources are available to deliver exceptional customer service. Failing to accurately anticipate burnout can negatively impact the quality of customer service, harm employee engagement, and increase resourcing costs. In this panel discussion, we will delve into how brands forecast burnout within their business strategies to retain valuable and skilled talent.
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Hosted by Kate Law, Membership and Learning Director, CCMA
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| 13:00 – Lunch with optional site tour | |
| 13:30 – Close | |
About the Speakers
Rula Samara-Sellers, Head of Customer Experience, Novuna
Rula is a seasoned professional with extensive experience in contact centres. Known for her innovative thinking and strategic leadership, she excels in driving impactful initiatives and empowering teams. With a strong focus on people and culture, Rula is dedicated to creating inclusive and supportive work environments that foster collaboration and growth. She is committed to continuous improvement and advancing her knowledge and skills.
Luke Ollerhead, Senior Insight Manager, The Very Group
Luke is a Statistician with over 10 years’ experience working in and managing Data Science, Analytics and Reporting teams. Focused in operational and customer roles in contact centres, logistics, CX and BPO Insight Services working within FCA and Ofcom regulated businesses. This year he has judged in the European Contact Centre & Customer Service Awards, contributed to CCMA research and spoken at webinars and conferences with Retail Week and Speech Analytics forums.
Anthony Costigan, Senior Manager Large Customer Service Centre, Bupa
Anthony leads a team of 6 Customer Service Managers who are responsible for over 500 frontline advisors responsible for delivering world class customer service to our members across Corporate, Consumer and SME members. He also oversees the Cashplan and Dental Service teams along with managing outsource relationships with Sensee. Anthony has worked for Bupa for 4 years. Before working at Bupa, Anthony spent 16 years at Royal Sun Alliance working in the personal insurance sector doing various leadership roles within customer service.
Sara Hatta, Accredited Coach (ICF ACC) and Wellness Professional, Infinite Changes
Sara Hatta is an ICF-accredited coach, strengths practitioner, and experienced wellness leader with over 20 years’ experience supporting people through change.
A qualified counsellor and respected leader in the mental health voluntary sector for over a decade, Sara is deeply grateful to have played key roles in leading community wellbeing initiatives and driving strategic culture change within organisations.
Passionate about helping leaders, teams, and professionals build emotional resilience and protect against burnout, Sara now focuses on guiding people through change in a balanced and meaningful way – one that harnesses their unique strengths and embraces the power of compassion to help them thrive in work and life.
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.
Steve Gush, Head of Solutions EMEA, FoundeverSupported by
Where and when?
Date: Tue 10 Jun 2025
Time: 09:30 - 13:30
Location: The Very Group, Liverpool
Who is it for?
This event is designed for leaders of contact centre departments who are focused on proactively strengthening workforce resilience.
Why should you go?
Gain exclusive insights, practical strategies, and industry connections to help you predict, prevent, and manage burnout—ensuring a motivated workforce and sustainable business success.
How much is it?
Included as part of CCMA Membership
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.
Nerys Corfield, Contact Centre Consultant, Injection Consulting