Join us for an inspiring day dedicated to the pursuit of operational excellence in contact centres. Designed specifically for operational leaders, this event is your chance to gain the knowledge, insights, and strategies needed to build high-performing, efficient, and fully compliant operations while creating a highly engaged and motivated workforce.
Throughout the day, you will:
- Discover the latest trends shaping operational requirements.
- Engage in dynamic discussions with peers on the use of technology to enable excellence.
- Understand the latest metrics that can drive success.
- Hear real-world case studies that will offer invaluable lessons on preparing for change and the impact of implementing performance-driven metrics.
This event is more than just a learning opportunity—it’s a chance to network with like-minded professionals, exchange ideas, and collaborate on the challenges that matter most. By the end of the day, you’ll leave with fresh insights, actionable takeaways, and the confidence to drive real change in your contact centre operations.
This event is now fully booked
Agenda
| 10:30 | Welcome | Leigh Hopwood, CEO, CCMA |
| 10:55
|
Keynote: Striving for Excellence
The determination that contact centre leaders have to create an efficient and productive operation, with a super engaged and thriving workforce, is excellent. Achieving a high performing operation is challenging. What are the macro trends that are shaping what operational excellence looks like, and what are the barriers to success? |
Mel Lomax, Learning and Accreditation Manager, CCMA |
| 11:15 | Case Study: Preparing for Change at Lloyds Bank
Effective planning is critical to successfully delivering change. As Lloyds Bank embark on a journey of transformation, Nicole will share how they are approaching the programme, their goals and their aspirations, and the importance of engaging their teams. Find out what their vision of operational excellence looks like. |
Nicole Thomson, Director of Cardnet Direct Sales, Lloyds Banking Group |
| 11:35 | Roundtable Discussion: How Can Technology Enable Excellence? | Ed Winfield, Global Partnerships Director, Content Guru |
| 12:00 | Networking Lunch | |
| 13:00 | Debate: Embracing Compliance
The contact centre industry is impacted by regulation and compliance. Embracing it with an appropriate quality framework can deliver incredible outcomes for customers and colleagues. We’ll explore how organisations are dealing with Ofcom, PCI DSS, Data Protection Act, Consumer Duty and other regulations from an operational perspective, sharing tips and advice along the way. |
Hosted by Kate Law, Membership & Learning Director, CCMA with:
|
| 13:40 | Roundtable Discussion: What Are The Metrics That Drive Excellence? | Kate Law, Membership & Learning Director, CCMA |
| 14:00 | Networking Break | |
| 14:20
|
Case Study: The Metrics Made the Difference
Knowing that the changes you’re making will deliver the outcomes you need for your customers, your colleagues and ultimately your organisation comes from monitoring your key performance indicators and using the levers to make a difference. Sabina will share how she is using KPIs to drive up performance as well as to build business cases and demonstrate the impact of investments. |
Sabina Onwuka, Head of Customer Services, London Borough of Barking and Dagenham |
| 14:40
|
Q&A + Final Thoughts
As a round up to the day, you’ll have an opportunity to raise questions of all the days speakers and share your comments and learnings from the day. |
Leigh Hopwood, CEO, CCMA |
| 15:30 | Close |
About the Speakers
Danielle Fisher, Head of Customer Outcomes Risk and Governance, NewDay
Danielle has almost 20 years’ experience working in large financial services firms and over 10 years’ experience in regulatory compliance. Danielle has worked at firms including Wescot Credit Services, Yorkshire Building Society, Provident Financial and more recently NewDay after joining in 2019. She started off her career in front line roles engaging with customers before moving into risk and compliance . Danielle currently supports Senior Leadership in NewDay’s Customer Operations Function, providing advice and guidance on regulatory adherence and providing oversight of customer outcomes.
Nicole Thomson, Director of Cardnet Direct Sales, Lloyds Banking Group
Nicole has 22 years of sales leadership experience, with 20 of those in the Banking sector with Lloyds Banking Group and previously HSBC. Currently leading a team delivering merchant services solutions to UK businesses- Lloyds Bank Cardnet has big growth ambitions with plans to grow 2.5 times over the next 2 years.
Nicole is skilled in strategic planning and operational excellence- with a view to grow her business with pace whilst navigating the risk and compliance frameworks of one of the UK’s biggest banks! Change leadership, innovation and a highly energised and engaged team are also key priorities for Nicole.
Sabina Onwuka, Head of Customer Services, London Borough of Barking and Dagenham
Sabina Onwuka is an award winner, passionate and knowledgeable Public Speaker who engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow’s world. Sabina teaches how to foster team spirit, team motivation and confidence, she demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever. Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.
Mick O’Brien, Head of Business Integrity & Compliance, First Customer Contact
Mick is an experienced counter fraud, GDPR, and information security compliance specialist with 30 years of law enforcement experience, followed by 5 years contact centre compliance management. Throughout his career, Mick has developed a deep understanding of regulatory frameworks and has successfully implemented robust compliance programs. He has led teams with excellence, chairs the UK Rail Fraud Forum and Executive Committee. His ability to identify and mitigate risks has been instrumental in safeguarding organisations against fraud and data breaches. Mick holds numerous certifications in counter fraud, GRC and data protection and has successfully guided FCC to attain ISO27001 and 9001 accreditations.
Ed Winfield, VP Global Partnerships Director, Content Guru
Content Guru deliver best in class CXaaS solutions for some of the biggest organisations in the world. Edward has over 27 years’ experience in the communications industry, which he uses to create great customer relationships that anticipate customer needs and keep organisations at the forefront of the latest developments in technology. Content Guru delivers the most up to date AI orchestration and intelligent automation solutions for its customers that help organisations create outstanding customer experiences, radically improved customer satisfaction scores and fantastically engaged employees.
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.
Mel Lomax, Learning & Accreditation Manager, CCMA
Mel brings over 26 years of contact centre industry knowledge to support members in elevating their contact centre operations.
Prior to joining the CCMA, Mel was Head of Learning & Development for Acorn Insurance, responsible for the L&D strategy across the group. Prior to this Mel was a Consultant, working with numerous contact centres across Financial Services, Telecommunications, Local Government, and Retail to deliver cultural and transformational change through the lens of Leadership and People Development.
Supported by
Where and when?
Date: Wed 9 Apr 2025
Time: 09:30 - 15:30
Location: Hotel VOCO, Manchester
Who is it for?
This event is designed for operational leaders who are striving to build high-performing, efficient, and compliant operations whilst fostering an engaged workforce.
How much is it?
Included as part of CCMA membership.
£99+VAT for non-members.
Why should you go?
Connect with peers, share best practices, and walk away with actionable strategies to elevate your contact centre operations.
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.