Do you remember the phrase work-life balance? Popular many years ago, it is making a resurgence as mental health and wellbeing become mainstream, and reports of burnout hit an all-time high.

79% of British adults are reporting to be stressed at least once per month, nearly half of UK workers are close to burnout, up by 48% in 2023, and returning to the office and social life changes are resulting in 42% of people feeling more exhausted than ever before. Something has to give before more days are lost due to stress.

With the current economic situation, the pressure is on for contact centres to increase productivity, to get more out of the resources that they have. Productivity has been in the spotlight in the contact centre for a long time. The focus has been on monitoring and measuring many KPIs to get the most out of every second, or implementing technology to improve efficiencies and speed up processes.

Maybe it’s time to look at the productivity of the individual colleague in a different way.

We’ll explore how to create a culture where productivity and wellbeing thrive together. Hosted by Leigh Hopwood, CEO at CCMA, she’ll discuss with a panel of experts and industry leaders including, Peter Lonsdale, HR Consultant at McDonald’s and Chris Dealy, WFM Evangelist at injixo, at how technology can be used to support this strategy, the practical operational approaches you can take to improve occupancy* and how industry leaders are improving communication and promoting healthy lifestyle choices to make a difference.

Register for this online seminar for ideas and inspiration to help your contact centre and those that work in it thrive, including you!

*Occupancy within a contact centre of 75% means that its advisors are spending three quarters of their time doing call related activities. Where occupancy levels exceed 90% this can lead to advisor burnout as this means little or no time in between calls.

About the Speaker

Francesca Rea, Director of Customer Operations, NewDay

May 2014, Francesca joined NewDay where she is the Director of Customer Operations. As a member of the Senior Leadership team, Fran leads the teams across Customer Service, Complaints, Collections, Customer Care Team, Fraud and Customer Outcomes as well as Customer Fulfilment and Optimisation teams. She directs the omni-channel servicing strategy across our channels which include E servicing, Mobile App, Digital Messaging, and Call centre. Fran also provides insight back into the business which supports improvements in CX. Fran previously worked at GE Capital, Axa Life, Telefonica O2, Cable & Wireless Worldwide and BT and as an experienced Leader, has led successful transformations and created award winning customer service transformations and experiences.

Adrian Harvey, CEO and Co-Founder, Elephants Don’t Forget

Adrian spent the first decade of his career working in corporate banking and lending with ABN AMRO, GE Capital & BNP Paribas. He joined the energy sector to bring commercial expertise to the privatisation of British Gas and spent ten years in the sector. He was Managing Director of the largest residential business of British Gas and Managing Director of Eon’s property services and renewable energy business.

Book your place(s)


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Where and when?

Date: Thu 9 May 2024

Time: 12:00 - 13:00

Location: Online

Who is it for?

Contact centre leaders, HR professionals and resource planning leaders looking to optimise team productivity.

Why should you go?

Get tips and advice on how to find the right balance for your people and productivity of your operation.

How much is it?

Free to attend.

Book your place(s)


As well as Attendee 1 above, please book places on this event for the following people:

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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