Innovate, Don’t Hesitate

Change is the only constant. Contact centre operations have been through a seismic shift in the last two years, creating momentum to continuously adapt and innovate.  

Let’s explore innovation within the operation, how the contact centre is evolving its approach to CX, the latest technology innovations and how contact centre cultures are adapting to a new way of working. 

Join us on the day of the UK National Contact Centre Awards at Diabetes UK in London for this half day event to:  

  • Get ideas and inspiration for innovating your operation 
  • Hear the latest insights on why contact centres are adapting 
  • Listen to the debates or participate and learn from each other 

We will host four distinct discussions, where we’ll hear some evidence of change before opening up to the floor to discuss what’s happening, what’s viable, the challenges to overcome and share ideas and inspiration: 

  • Innovation in Operations 
  • Innovation in Customer Experience 
  • Innovation in Technology 
  • Innovation in Culture 

More details of our session hosts and speakers to follow. 

Agenda

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

Every contact centre has had to adapt to a new way of working. What’s next? How are contact centres continuing to innovate and improve the operation to keep up with changing customer and colleague needs and expectations?

We’ll be debating this and giving you a chance to share your thoughts, ideas and your experiences.

Customers are in control and loyalty is under threat. How is the contact centre developing its CX? How are customer journey maps changing? And how quick is the pace of change?

After sharing some of the latest insights, let’s discuss this, sharing your stories too.

This is a boom in the advanced use of technology to support the contact centre. So much is possible, and technology is critical to driving efficiency and productivity. So how is the landscape changing?

The team at UJET will share their view with the support of case studies from exciting brands that are pushing boundaries.

The move to hybrid has created a culture shift for many organisations. Some will be embracing the change, enabling greater diversity and inclusion and a more flexible working environment. For others, this may be challenging the team camaraderie and the quality of the support provided to front line colleagues when calls are difficult. How are you adapting your culture to the changing environment?

We’ll hear from a culture change expert about how to take control of your evolving culture, before giving you a chance to share your experiences and hear from each other about how you’re adapting.

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.
  • 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: Mon 20 Jun 2022

Time: 9:30 am - 2:30 pm

Location: Diabetes, Central London 

Who is it for?

Team leaders and head of who run contact centres across the UK. CCMA members only. 

Why should you go?

Join like-minded industry peers for presentations, interactive sessions and a networking lunch.  At some locations there may be an opportunity to have a look around the contact centre. 

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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