Emerging Stronger Together

It’ll be early February and we will have gotten over the post-Christmas blues, the pandemic will be in a new phase and contact centre leaders will be dealing with people challenges, changing customer behaviour and a continuing fast changing environment.

How are things for you? How are you dealing with the impact of the pandemic? What are the emerging challenges hitting your radar? And how are you continuing to adapt to support colleagues?

Let’s talk about it.

During this half day in-person event hosted at the spectacular Bupa offices in Manchester, you have a chance to find out how others are dealing with today’s reality, get some advice and tips, and most importantly, you’ll get to talk to each other.

We’ll also hear what the current HR issues facing contact centre leaders are, and understand what insights and analytics can help.

Agenda

Hear the latest news and updates on the CCMA and what to expect from the day.

The contact centre industry is once again having to deal with the impact of the pandemic. Let’s talk about it. Kate will host an open-mic session inviting you to share your current challenges and successes, and seek advice from around the room.

The impact of coronavirus (COVID-19) and the social and economic consequences of the pandemic have meant that tackling mental health within our workplaces has never been more important. Experts predict a tsunami of mental ill health will follow the physical pandemic. What can and should employers do to mitigate these impacts and ensure that they have a workforce that is healthy and future fit? Using the most recent research into the impacts of Covid, we will explore the seen and unseen challenges that are present in your workplace and consider the critical role of leaders in supporting employee wellbeing. The pandemic hasn’t just changed work patterns it has emphasised the need for human-centric, authentic leadership. Finally we will confirm the evidence-informed business case for investing in wellbeing and highlight the numerous benefits of a happy workforce.

Jane will join us share an update on Bupa’s response to the current climate before introducing Biostress Lab. UCL, Biostress Lab have carried out a study on some of Bupa’s employees using wearables technology. The insights are amazing to which Bupa and Biostress Lab will share.

A renewed focus on employee engagement and experience has revitalised the workplace culture. Rather than focusing on surface-level benefits, many are taking more action to listen to their employees and deliver on their biggest expectations. But how do you know what all of your employees want and need, if you don’t have the right insights and feedback?

During this session Frank Sherlock from CallMiner will share:

  • Ways to get targeted and focused data-driven insights from existing conversations
  • Tips on determining actionable and coachable moments for your employee’s development
  • Methods to ensure that changes are holistic and maintained to enable a persistent culture of improvement
  • How to uncover key drivers and common concerns across your employee base to improve satisfaction, engagement, and retention.

Covid-19 Safety Measures

We are committed to ensuring a safe environment for guests to join us when we meet face-to-face. Subject to the specific requirements of our host, please could you take the following measures:

  • Check for symptoms of covid-19 before travelling and follow any relevant guidance on travel.
  • Do not attend if you have been asked to self-isolate, have covid symptoms or have a positive covid test.
  • Wear a face covering during the event, unless you have a medical exemption, in line with Government guidelines.
  • Practice good hygiene, washing your hands thoroughly and using hand sanitiser regularly when with us.
  • Please adhere to all safety measure in place at the venue for the safety and comfort of all guests.

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.

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.

Supported by

Where and when?

Date: Wed 9 Feb 2022

Time: 8:30 am - 2:00 pm

Location: Bupa, Salford Quays, Manchester

Who is it for?

Contact Centre Directors, Heads of and Managers.

CCMA members only.

Why should you go?

Hear member stories, discover new insights and in person networking with your peers.

How much is it?

Free for members.

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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