Creating Personal Development Pathways

In today’s dynamic landscape, nurturing contact centre careers is more than just a strategic move; it’s a testament to your commitment to fostering excellence. From tailored coaching to targeted training initiatives, creating personal development pathways is essential to propel colleagues forward on their unique career journeys.

Hosted by Kate Law, CCMA’s Membership & Learning Director, this CONNECT event delves into the pivotal aspect of establishing clear career trajectories for contact centre professionals, recognising it as a cornerstone in the cultivation of enduring talent.

Here’s what to expect during this half day in-person CONNECT event:

Participate in an open mic session where we will discuss different career pathways and hear how our peers are creating defined career paths for contact centre professionals.
Explore how organisations are adapting their talent pathways to keep up to date and retain talent through the growing jungle of opportunity in the contact centre with Mel Lomax, Awards & Accreditation Manager, CCMA
Understand how AXA is supporting their colleague’s personal development through automating many classic contact centre challenges.
Listen to our panel debate with industry leaders; Cheryl Jackson, Learning & Development Manager, Likewize, Naseera Hafeji, Head of Operational Coaching at OVO and Matt Rumins, EMEA Head of Account and Success Management at Intradiem, as we dissect the essence of personalising career development and unravel the strategies that not only elevate careers, but also invigorate the very fabric of the contact centre environment.

As always, this is a great opportunity for you to network with your peers and take away ideas to implement in your contact centre.

Agenda

10:00	Arrive and Networking
10:30	Welcome Hear the latest news and updates on the CCMA and what to expect from the day.	Kate Law, Membership and Learning Director, CCMA
10:45	Open Mic: How are you Creating Contact Centre Careers? Establishing defined career paths for contact centre professionals has become an integral step in retaining great talent. What do your career pathways look like? How are you using coaching and training to progress colleagues through their journey? And how much time should we spend on training frontline colleagues?	Kate Law, Membership and Learning Director, CCMA
11:30	Adapting Talent Pathways to Develop, Retain and Grow Automation in its many guises is impacting on the skills contact centre colleagues need today, from the frontline handling more complex conversations, to team leaders leaning into their emotional intelligence and senior leaders tackling technology and strategic integration with the rest of the business. How are organisations adapting their talent pathways to keep up to date and retain talent through the growing jungle of opportunity in the contact centre? Mel brings her many years of learning and development experience within the industry to this thought-provoking and inspiring session.	Mel Lomax, Awards & Accreditation Manager, CCMA
12:00	Break
12:20	Case Study: Supporting AXA Colleagues’ Personal Development Every frontline colleague has a unique development need. Marcus will share how AXA is supporting training, wellness and productivity through automating many classic contact centre challenges. This includes automating schedule updates and providing call handling support when it’s needed most, all while ensuring frontline colleagues deliver the best customer experience. Marcus will unveil the benefits they are realising for frontline colleagues, team leaders, his own planning and real-time team operations, and AXA’s valued customers.	Marcus Evans, Head of Planning at AXA Claims
12:50	Panel debate: Making Career Development Personal The progress made by individuals in the contact centre is determined by many things, therefore each career journey needs to be personalised to them. We’ll debate how we do that and the impact this has on the contact centre.	Hosted by Kate Law, Membership & Learning Director, CCMA with: Cheryl Jackson, Learning & Development Manager, Likewize, Ryan Rubertazzi, Head of Consumer Sales & Care, Vodafone, Naseera Hafeji, Head of Operational Coaching, OVO, and Matt Rumins, EMEA Head of Consulting, Intradiem
13:30	Lunch with an Optional Tour of Vodafone
14:00	Close

About the Speakers

Ryan Rubertazzi, Head of Consumer Sales & Care, Vodafone

With 20 years’ experience in the Telecoms sector Ryan currently leads the consumer sales & care operation within Vodafone UK. Prior to this he has held a number of leadership roles across Technical, Marketing and Commercial teams.

Matt Rumins, EMEA Head of Consulting, Intradiem

Matt works alongside Intradiem’s customers to maximise their returns from using their Intraday Automation platform, understanding their challenges, and delivering tailored solutions that improve key metrics – Engagement, Efficiency and Experience.

Mel Lomax, Awards & Accreditation Manager, CCMA

As the Awards and Accreditation Manager at the 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.

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.

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.

Steve Gush, Head of Solutions EMEA, Foundever

Steve has over 20 experience of designing, building and managing customer experience solutions. Steve’s early career was focussed on managing technology across global BPO contact centres, migrating thousands of contact centre agents voice platforms, implementing new contact centres across Europe, North America, Africa and Asia Pacific. Migrating technology services to cloud and implementing cx solutions to enhance customer experience from process to conversational automation, driving value through analytics and AI.

Today Steve focuses on designing contact centre solutions of the future bringing together people, process and technology to drive value to global brands through enhanced customer experiences.

About the CONNECT event series

Hosted on CCMA member sites around the country, the CONNECT event series aims to bring our members together again, at a local level, as we start to emerge from the restrictions of the pandemic. They aim to deliver insights, enable talking points and give you a chance to hear the views and experiences of others.

Each event will take place in a different town or city around the UK and will cover different relevant topics appropriate for contact centre leaders and those that run contact centre operations.

Agenda

About the Speakers

About the CONNECT event series

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