Empowering People, Elevating Customer Experience: A Must-Attend Event for Contact Centre Leaders.
Join us for a dynamic and insightful event designed exclusively for contact centre leaders who are passionate about driving employee engagement, enhancing customer experience, and shaping the future of the industry. This event will bring together industry experts, thought leaders, and peers for a day of learning, discussion, and networking.
Here’s what to expect from this in-person event:
- Engage in a lively open-mic conversation about the connection between employee happiness and customer satisfaction, led by CCMA’s Membership & Learning Director, Kate.
- Gain fresh insights and industry perspectives from a leading expert.
- Learn how the DVLA’s Super 6 initiative is transforming talent retention, skill development, and diversity strategies in their contact centre.
- Hear from industry leaders across sectors as they share strategies on people management, technology adoption, and fostering an inclusive workplace.
Don’t miss this opportunity to connect with peers, share best practices, and walk away with actionable strategies to elevate your contact centre operations.
Agenda
| 09:30 – Registration and Networking | |
| 10:00 – Welcome
Hear the latest news and updates on the CCMA and what to expect from the day. With Kate Law, Membership and Learning Director, CCMA |
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| 10:15 – Open Mic: Does a Happy Workforce Result in Happy Customers?
CONNECT with other leaders from across the contact centre industry in this Open Mic session, where our Membership & Learning Director, Kate, will explore how organisations are placing a strong focus on their people as a vital component of the contact centre’s success. With Kate Law, Membership and Learning Director, CCMA |
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| 11:00 – The Journey to a New Employee Experience
Superdry has been on a journey to review, redefine and to create an approach to their colleague experience that is both relevant and appropriate to their new recruits and the contact centre operation. Alan will share their award-winning approach to attracting great talent and recruiting their multilingual contact centre team. He will talk through how they have increased the speed to competency and the impact their approach has had on attrition. With Alan Mullen, Senior Customer Care and Business Change Manager, Superdry |
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| 11:30 – Break | |
| 11:50 – The DVLA’s Super 6 Initiative: Putting People at the Centre of Services
The DVLA’s Super 6 initiative is dedicated to placing people at the heart of their services. In recent years, the DVLA has faced the challenge of recruiting a significant number of contact centre colleagues after losing a large portion of skilled employees due to lockdown. Recruitment is just one piece of the puzzle. Alongside this, the focus is on equipping employees with the necessary skills and tools, while developing clear career pathways to retain talent for the future. Rob from the DVLA will tell their story. With Rob Holohan, DVLA and Ed Winfield, Content Guru |
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| 12:20 – Panel Discussion: DEIB Strategies Supported by Tech
Listen to our panel of industry leaders from across the industry as they share how they are shaping and executing their people strategies with the support of technology. There’ll be a particular focus on how technology is supporting diversity, equity, inclusion and belonging strategies, where technological advancements are being embraced, whilst also meeting the ever-evolving needs of customers. Hosted by Kate Law, Membership and Learning Director, CCMA with:
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| 13:00 – Lunch with optional site tour | |
| 13:30 – Close | |
About the Speakers
Marc Monet, Head of UK Employee Experience Centre, Benifex
Marc has 15 years of experience in people management, having worked across diverse industries such as banking, regulation, insurance, and SaaS.
As the Head of the Employee Experience Centre at Benifex, he leads a dedicated team that provides top-tier support to over 1,000,000 employees using Benifex’s SaaS product. This software delivers employee benefits to enterprise and multinational organizations in more than 70 countries.
Marc proudly supported the Employee Experience team in winning silver for Best Contact Centre Culture (Small) at last year’s National Contact Centre Awards.
He is passionate about developing people and fostering an environment where individuals can express themselves with confidence and thrive as their true, authentic selves.
Alan Mullen, Senior Customer Care and Business Change Manager, Superdry
With 20 years of experience as a Contact Centre Leader in Financial Services and Retail, Alan has recently taken on the additional role of Business Change Lead as Superdry re-platform their website and OMS to Salesforce. Having transformed Superdry’s Customer Service Team to a Digital First approach, he uses customer insight and end-user feedback to continually innovate and improve the customer experience.
Corinne Edwards, Customer Services Manager, MotoNovo Finance
Corinne has worked in contact centres for just over 11 years, starting her career as a part time Customer Service Advisor in Utilities, progressing to Motor Finance and currently managing a contact centre of over 60 FTE, owning relationships with customers, brokers and intermediaries. Corinne has a passion for promoting contact centres as a career of choice as well as a supportive, engaging and flexible environment to work in. Corinne prides herself in ensuring the contact centres receive internal and external recognition for being the at the heart of any organisation.
Mark Shackell, Head of Operations, DVLA Contact Centre
Mark has 20 years of experience in a variety of operational roles in large (+500) Contact Centres. Mark is an experienced people leader that has had success in delivering effective People strategies which have driven high levels of employee engagement. Mark has also overseen the delivery of a variety of Digital Channels into Operations and has a track record of creating efficiencies within the business alongside high levels of Customer Satisfaction.
Robert Holohan, Head of Channel Management, DVLA Contact Centre
Rob has 25 years of Contact Centre experience and has delivered several large scale technology modernisation projects for the DVLA. Rob led the introduction of digital channels including web to case, web chat and chat bot, and has overseen the redesign of DVLAs voice channel, delivering automation and improved usability. Rob is focused on delivering technology solutions that enhance the customer and employee experience.
Ed Winfield, VP Global Partnerships, Content Guru
Content Guru are BIG in CX and LEAD in AI. They deliver best in class CXaaS solutions for some of the biggest organisations in the world. Edward has over 27 years’ experience in the communications industry, which he uses to create great customer relationships that anticipate customer needs and keep organisations at the forefront of the latest developments in technology. Content Guru delivers the most up to date AI orchestration and intelligent automation solutions for its customers that help organisations create outstanding customer experiences, radically improved customer satisfaction scores and fantastically engaged employees.
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.
Book your place(s)
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Where and when?
Date: Wed 21 May 2025
Time: 09:30 - 13:30
Location: DVLA, Swansea
Who is it for?
This event is designed for senior contact centre leaders, who are committed to enhancing employee engagement, improving customer experience, and driving operational excellence. CCMA Members Only.
Why should you go?
Join us to gain exclusive insights from industry experts, discover innovative people strategies, and network with like-minded leaders to future-proof your contact centre operations.
How much is it?
Included as part of CCMA Membership
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.