Multi-Channel Optimised Service

It doesn’t matter which channel we use, when interacting with an organisation we expect the same brand experience. Sounds simple, but the reality is quite different. Integrating all the channels you offer customers from Facebook, TikTok and Instagram to webchat, messaging and voice, can be fraught with conundrums. Having the right people with the right skills to having the technology to enable seamless experiences requires an in-depth knowledge of customers and the journey’s they take.

Many say that omni-channel experience is a pipedream. It’s time to explore how close we are to turning that fantasy into a reality. Do we have clear strategies for enabling this level of service experience? Is the technology available to support the frontline? What is holding us back? And who is doing this well?

At this CONNECT event, hosted by Ventrica in Southend, we’ll find out how far the needle has moved in creating genuine multi-channel service operations. We’ll hear from organisations that have tried and tested embracing a variety of digital channels into the contact centre and learn from their experiences. And we’ll uncover how to create an operational environment that gives you a chance at being able to achieve this north star.

As always, this is a great opportunity for you to network with your peers and take away ideas to implement in your contact centre.

Agenda

12:00	Arrive, Networking and Lunch
13:00	Welcome Hear the latest news and updates on the CCMA and what to expect from the day.	Kate Law, Membership & Learning Director, CCMA
13:15	Open Mic: Are we Truly Delivering Omni-Channel Service? The term omni-channel, meaning providing a seamless experience across all channels, has been used in contact centres for many years. How far is the industry from realising this goal? Who has success in this? Who’s facing challenges, and what are those challenges?	Kate Law, Membership & Learning Director, CCMA
14:00	Case Study: Profiting from global multi-channel service at Tommee Tippee Trustpilot is a key measure of your service excellence. Delivering great service that represents your brand every time through every channel is not easy. Find out how Tommee Tippee has turned their engagement round to not only deliver improved scores but is also delivering increased sales.	Karen Crosby, Global Head of Consumer Services, Tommee Tippee, Mayborn Group
14:30	Break
14:45	Roundtable: What Needs to Change to Achieve Multi-Channel Service Excellence? There are barriers to being able to deliver a true multi-channel experience, from skills to technology. And existing approaches will need to adapt too. Let’s explore what the challenges and opportunities are so that we can surface them and face them.	Ray Biggs, Chief Operating Officer, Ventrica
15:15	Panel Debate: Creating an Effective Multi-Channel Service Operation We’ll be asking the panel their advice on what it takes to create a contact centre operation that can proactively and reactively handle both inbound and outbound interactions across multiple channels.	Hosted by Kate Law, Membership & Learning Director, CCMA with: Ray Biggs, Ventrica Natalie McLoughlin-Jones, Customer Service Manager, British Gas Karen Crosby, Global Head of Consumer Services, Tommee Tippee, Mayborn Group David Kelly, Head of Service, Aegon Lee Fairhurst, Regional Vice President UK&I, Zendesk
16:00	Optional Tour of the host Site

About the Speakers

Tina Squire, Managing Director, Adeptina

Tina Squire is an accomplished contact centre professional with over 20 years of experience, having held a wide range of senior positions across various industries, including operations, sales, HR, recruitment, and strategy. Throughout her career, she has managed hundreds of people and gained a deep understanding of the unique challenges faced by organisations and individuals in the workplace, particularly within the contact centre sector.

Today Tina is an accredited advanced neurodiversity coach, and her passion lies in fostering inclusive workplaces that not only boost engagement but also drive performance and innovation. By empowering individuals to understand and leverage their unique strengths, she helps organisations cultivate a culture of inclusion and productivity.

Alvin Lobo, Head of Performance Management, Dojo

Alvin is Head of Performance Management at Dojo, leading the customer-centric support functions including Forecast & Planning, Operational Analytics & Insight, Training, Quality Management and Facilities & Engagement.
Over the last 2 years Alvin has helped build and develop the Dojo contact centre into a multi-award winning Operation growing from 30 FTE up to 250 FTE.

Starting his career on the graduate scheme at Zurich Insurance, Alvin held various positions within Operations over a 10 year period before joining Ovo Energy as Head of Forecasting & Planning for three years before joining Dojo.

Graeme Mushet, Head of Motor Express Claims, Zurich Insurance

Currently serving as the Head of Motor Claims for Zurich Insurance, Graeme is primarily responsible for attritional Motor claims in the UK. Graeme has previously occupied transformational roles with WNS Global Services and have spent much of their career with Aviva, where he held multiple positions across the UK in Claims, Sales, and Service.

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.

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.

Agenda

About the Speakers

About the CONNECT event series

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