Operational Optimisation

The ongoing challenge to balance people, processes and technology to hit the sweet spot of optimisation is one that contact centre leaders up and down the country are facing every day. With the pressure to do this cost effectively, this CONNECT event is an opportunity to get some new ideas.

How do you optimise whilst also delivering the best customer and employee experience possible? Is technology the answer? Let’s explore this further during this in-person session.

Hosted at Foundever’s site in Coventry, you’ll have a half day packed with learning, inspiring ideas and the opportunity to meet peers facing the same challenges as you:

  • Find out how John Lewis put people (customers and advisors) at the heart of CX
  • Discover how to harmonise humans and technology by improving your processes
  • Hear how your peers are balancing service channels and frontline colleagues to deliver exceptional CX
  • Learn how technology can be the answer, and how to overcome the challenges that technology can present
  • Take a tour of the Foundever site and see how their environment supports their people.

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

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

The panel is industry leaders will share their experience and best practice hints and tips about which channels work best for their organisation and why. You have an opportunity to join the debate as we discuss what bumps in the road they have experienced with deployment and what channels are more effective for driving FCR.

Andy Cook, Head of Customer & People Success, AXA Health

Almost 50% of engagement between social media users and brands is customer care related. We will discuss best practices for delivering customer service via social media in 2023, and also consider how to incorporate proactive content across our channels to help our customers self-serve.

During this open mic session we pose the following questions to the group:

  • How does remote / hybrid working impact how we recruit and skill our people to support the different channels?
  • Do we need to adapt recruitment processes to source different skills depending on the channel?
  • Is it possible to have a fully multiskilled workforce to be able to serve all channels?

During our presentation we will discuss how SSCL have supported its Public Sector partners in delivering highly complex and secure services driving significant self-service and improved CX through multiple channels.

Phil Ruston – Director of Contact Centre Growth, SSCL

Marco Ndrecaj – Director of Contact Centre Services, SSCL

CCS Leadership Team


08:30 – Arrive and Networking
09:30 – Welcome 

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

Kate Law, Membership and Learning Director, CCMA
09:45 – Open Mic: Operational optimisation in your contact centre

Finding the balance between deploying technology to enhance service channels and drive efficiencies can be challenging, so how do we find the balance for our people at the forefront of our operations? What are you doing to optimise your contact centre operation? What would you like to be doing?

Kate Law, Membership and Learning Director, CCMA
10:30 – Processes that optimise humans and technology

How do we get the best out of the technology available to us without losing the power of human interactions? This session will explore how to find the harmony that customers want by creating a high-tech environment with our people at the forefront.

Nerys Corfield, Contact Centre Consultant, Injection Consulting
11:00 – Break
11:20 – Case Study: Putting people (customers and advisors) at the heart of CX delivery

The John Lewis team will share how their focus on CX excellence from the store through to the contact centre is still purely underpinned by people.

They recognise that the contact centre is an extension of their in store experience. The partnership between John Lewis and Foundever is driven by shared core values which have been fundamental in designing the CX journey.

The John Lewis and Foundever leadership team will share how the use of technology is an enabler to enhance the customer and advisor experience, rather than purely cost reduction.

During this session they will share the vision for the future from operational optimisation / tech POV (Analytics / CCaasS / single pane of glass etc.)

Graeme Matheson, Planning & Performance Lead, John Lewis
12:00 – Panel debate: Is technology the answer?

Technology is an enabler. Is it the answer to improving efficiencies? For many, yes. However, technology can also make things worse if not deployed effectively. We’ll debate how to make technology win for your operation and how to overcome the challenges that are presented when doing a technology implementation.

Hosted by Kate Law, Membership and Learning Director, CCMA with Steve Gush, VP Head of Solutions, Foundever, Graeme Matheson, Planning & Performance Lead, John Lewis
12:45 – Lunch
13:00 – Optional Site Tour

About the Speakers

Graeme Matheson, Planning & Performance Lead, John Lewis & Partners

Graeme has worked in contact centres and outsourcing for over 25 years, holding a range of roles on both the supplier and buyer side in telecoms, financial services and retail. A passionate believer in delivering excellent customer experience regardless of channel or geography, he has spent his career supporting and enabling multi-channel contact strategies to provide great customer service every time.

Graeme currently leads the Planning & Performance team at John Lewis & Partners. He has full accountability for the Partnership’s outsourced customer contact centres in addition to planning, forecasting, data analysis, insight and MI for the in-house estate

Steve Gush, Head of Solutions EMEA, Foundever

Steve has over 20 experience of designing, building and managing customer experience solutions. Steve’s early career was focussed on managing technology across global BPO contact centres, migrating thousands of contact centre agents voice platforms, implementing new contact centres across Europe, North America, Africa and Asia Pacific. Migrating technology services to cloud and implementing cx solutions to enhance customer experience from process to conversational automation, driving value through analytics and AI.

Today Steve focuses on designing contact centre solutions of the future bringing together people, process and technology to drive value to global brands through enhanced customer experiences.

Nerys Corfield, Contact Centre Consultant, Injection Consulting

Before setting up her consultancy, Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky. Since setting up Injection Consulting, Nerys has immersed herself into the contact centre technology space and is an advisor, a consultant for, and an assessor of vendor technologies. This 8-year immersion into the world of contact centre technology coupled with extensive operational experience has existed as the backdrop to carrying out regular Contact Centre audits, delivering transformation programmes, judging prestigious awards like the European Contact Centre and Customer Service Awards, chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.

For the last 5 years Nerys has worked hand in glove with Atos Unify as a Contact Centre Consultant for their global client base bridging the gap between the operational needs and the contact centre technologies available in the market.

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.

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:

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This event is now fully booked

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Where and when?

Date: Tue 5 Dec 2023

Time: 09:30 - 13:00

Location: Foundever, Coventry

Who is it for?

Contact centre leaders looking to optimise their operation through balancing people, process and technology. 

Why should you go?

Learn about optimising processes, people and technology, network with your peers and take away ideas for your contact centre operation.

How much is it?

FREE for CCMA members – a great member benefit.

This event is now fully booked

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