How to elevate and integrate your contact centre inside your organisation

Contact centres have enjoyed a high profile in 2020 with the wider business truly discovering that they represent the frontline and face of the organisation. As the contact centre has become more prominent, there is an opportunity to better embed the contact centre within an organisation, to take on a more proactive role in providing a better total customer experience.

So how can contact centre leaders build on this position to grow strategic relevance as a pivotal part of the end-to-end customer experience and the organisation’s overall plan to drive both business recovery and growth?

Join this interactive session as we explore with experts and share recommendations – across colleagues, operations and technology – for how the contact centre can be at the heart of the ‘team sport’ of customer service and customer satisfaction.

We will be joined by several high profile industry figures to discuss this topic:

  • Charmaine Vallance-Poole, Head of UK and International Customer Experience, Holland and Barrett
  • Gerry Brown, The Customer Lifeguard
  • Ian Ashby, Principle Strategist EMEA for Customer Service, ServiceNow

Book your place(s)


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Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

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Where and when?

Date: Fri 12 Feb 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Heads of Contact Centres. Directors responsible for contact centres and those with strategic responsibility for contact centres.

Why should you go?

Opportunity to explore how to increase the importance of the contact centre in your business.

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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