Best Practice Visit: How Diabetes UK is adapting to a hybrid model

During the pandemic, people with diabetes have been a high risk. As a result, the demand on the Diabetes UK’s services ballooned. This resulted in the business going through immense change in a short period of time.

The leadership team at Diabetes UK will host this live event at their offices, where they will share how they have adapted over the last year. They will talk about the hybrid model that they are adopting and how the change they have experienced is resulting in a significant upgrade in the contact centre systems and process.

Critical to the process was taking their teams and charity donors on the journey with them.

During the session, you’ll get a live tour of the contact centre and hear

  • The pressures on the organisation and how they responded
  • What their approach to a hybrid model looks like
  • The impact on their teams and what they did to support them
  • What their big plans are for the future

As always, you’ll have an opportunity to ask them questions too.

About the host

Holland & Barrett are one of the world’s leading health and wellness retailers, supplying its customers with a wide range of vitamins, minerals, health supplements, specialist foods and natural beauty products.
They are an omnichannel retailer and have invested £30m in recent years in technology and they deliver products to more than 30 countries.

They won Gold for the Customer Experience Manager of the year at the UK National Contact Centre Awards in 2020 and have a 500 seat Contact Centre in Coventry.

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.

Where and when?

Date: Wed 15 Sep 2021

Time: 9:00 am - 12:00 pm

Location: London

Who is it for?

Members only- Directors, Heads and Managers of Contact Centres and Operations. There are limited spaces available for this visit.

Why should you go?

Hear an example of a hybrid model.

How much is it?

Free for CCMA 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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