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.
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 | |
| 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 | |
| 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
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.
This event is now fully booked
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.