Debate: Effective ways to increase contact centre efficiency

Contact centre efficiency is the name of the game when you’re faced with doing more with less.

We’re going to debate what the most effective ways are to increase efficiency in your operation, from equipping advisors with knowledge and training to using AI and automation to improve workflows.

We’ve invited a panel of experts to debate what has worked for other contact centre operations and to discover a host of ideas and techniques for you to test:

  • Lisa Range, Head of Acquiring Inbound and Operational Support, Barclaycard
  • Ray Biggs, Partner & Head of Customer Contact, Operations at John Lewis & Partners
  • Martin Stevenson, Director EMEA, CMT at Blue Prism

About the Speakers

Lisa Range, Head of Acquiring Inbound and Operational Support, Barclaycard

Lisa Range is the Head of Acquiring Inbound and Operational Support for Barclays Payments in Barclaycard where she leads Sales and Support Teams in the B2B space enabling SME clients to take payments.

Lisa has 22 years’ experience in the Contact Centre Industry and prior to her 12 year tenure with Barclays, held leadership positions with Capital One, Alliance & Leicester and also built a Small Business team for the construction company Lafarge.

Martin Stevenson, Director – Head of CMT Industries, EMEA, Blue Prism

Martin Stevenson is the Blue Prism EMEA Head of Telecommunications Industry. Previously he was the EMEA sales director responsible for relationships with a number of the large global telecommunication companies. He has several decades of experience helping clients achieve transformational goals in ERP, CRM, Analytics and now Digital Transformation.

 

Lisa Range is the Head of Acquiring Inbound and Operational Support for Barclays Payments in Barclaycard where she leads Sales and Support Teams in the B2B space enabling SME clients to take payments.

Lisa has 22 years’ experience in the Contact Centre Industry and prior to her 12 year tenure with Barclays, held leadership positions with Capital One, Alliance & Leicester and also built a Small Business team for the construction company Lafarge.

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Where and when?

Date: Thu 3 Feb 2022

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Contact centre and operational leaders

Why should you go?

Hear ideas that you can take back to your operation

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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