Creating a Culture for Innovation

Innovation isn’t just about technology. Innovation is about your approach, your mindset and enabling change. During a financial downturn, creative innovation is critical to the survivability of your organisation. Finding distinctive ways to do things differently can make a difference to the service you deliver, the volume of sales you achieve and ultimately the performance of your contact centre operation.

During this highly interactive session, we’ll be discussing what it takes to have a culture for innovation. Where do the ideas come from? Who champions change? Is your operation open to innovation?

About the Speakers

Sabina Onwuka, Customer Services Manager, London Borough of Barking and Dagenham

Her philosophy has always been about serving others, and being the voice of the residents, and staff is where she thrives. Sabina has been a mentor to her team members, as she believes in providing a safe space for her staff to feel supported, grow at work and outside of work. One of her highlights was during the first national lockdown, where like everyone else she had the challenge of transitioning from 100% office-based way of working to 100% homeworking, including procuring new technology, purchasing equipment, and delivering training to all staff within 2 weeks. It was a huge success and has improved the customer and employee experience.

Sarah Leff, Operations Director at Interact CC

Sarah is Site Director at Interact Contact Centre’s Richmond site, with over eighteen years’ experience in the contact centre industry. Sarah is responsible for the day-to-day leadership and general management of omni-channel inbound and outbound sales, retention and customer service campaigns. Prior to joining Interact, Sarah served primarily in account management and operations managing large multi-site campaigns both on and off-shore. Her experience has involved running digital and voice channels with a focus on improving customer retention and loyalty while developing customer insight for Interact’s blue chip clients.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

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Where and when?

Date: Wed 28 Sep 2022

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Business leaders, contact centre and operational leaders

Why should you go?

Get ideas and inspiration for creating an environment for innovation at this interactive discussion

How much is it?

Free of charge

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

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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