For nearly four years the contact centre industry has been focused on enabling effective working with the frontline working from home some or all of the time. What about the leadership team? We don’t often have the conversation to explore how contact centre leaders can operate as effectively as possible, especially given the distinct nature of their role.

There are claims from organisations that innovation is being hindered by a lack of collaboration in a remote working environment. Is this true?

During this one-hour online seminar we’ll explore how leadership teams are collaborating in a hybrid and remote working environment. We’ll find out how they are building a culture of innovation with their peers and implementing change programmes.

CCMA CEO, Leigh Hopwood, will lead the debate with support from industry professionals, Nerys Corfield, Contact Centre Consultant at Injection Consulting, Louise Walsh, Chief Customer Contact Officer at Utilita and Ben Booth, CEO at MaxContact.

About the Speaker

Louise Walsh, Chief Customer Contact Officer, Utilita

Louise, a seasoned professional deeply entrenched in Utilita’s values, who embodies the company’s mantra: always doing right by the customer. Having kickstarted her journey in 2011 as a customer service advisor, she has navigated her way up to the top echelons of the business, culminating in a comprehensive understanding of every facet of the industry and the core needs of customers.

Previously Director of Sales Operations, Louise transitioned into the role of Chief Customer Contact Officer in February 2022. This new position allowed her to revolutionise Utilita’s contact centres, leveraging her profound understanding of the business, its operations, and most importantly, its customers.

Nerys Corfield, Contact Centre Consultant, Injection Consulting

Before setting up her consultancy Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky. Since setting up Injection Consulting Nerys has immersed herself into the contact centre technology space and is an advisor, a consultant for and an assessor of vendor technologies. This 8-year immersion into the world of contact centre technology coupled with extensive operational experience has existed as the backdrop to carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.

For the last 5 years Nerys has worked hand in glove with Atos Unify as a Contact Centre Consultant for their global client base bridging the gap between the operational needs and the contact centre technologies available in the market.

Ben Booth, Co-Founder, MaxContact

Ben Booth co-founded MaxContact in 2015 after working together for 15 years with his co-founders at a contact centre software reseller. After becoming frustrated with providers that over-promised and under-delivered on features, support and resilience, they built their own platform and MaxContact’s journey began.

Since then, MaxContact has grown to 70+ staff and has been ranked one of the top 50 fastest-growing technology companies in the North by the Northern Tech Awards consecutively from 2021-2023. Ben leads the MaxContact team to deliver a pioneering CCaaS platform, redefining the contact centre experience. With a proven record of innovation and growth, MaxContact is delivering unparalleled value to its clients.

Book your place(s)


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Supported by

Where and when?

Date: Thu 14 Mar 2024

Time: 12:00 - 13:00

Location: Online

Who is it for?

Members and non-members are welcome to attend.

Why should you go?

Learn how to create an innovative culture in a hybrid environment.

How much is it?

Free to attend.

Book your place(s)


As well as Attendee 1 above, please book places on this event for the following people:

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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