Join us as we share the outcomes of the second wave of in-depth research into the evolving contact centre.

Contact centres have witnessed an extraordinary period of transformation and innovation in 2020. COVID-19 was the catalyst, but the advances are here to stay.

Having successfully addressed the operational changes needed to function during lockdown, contact centres now have their sights firmly set on the future. Part 2 | Evolution of the Contact Centre reveals that amidst the uncertainty contact centres are taking back control. There is a clear intention to protect the people that are working hard to deliver great customer experiences, and to protect the operation by adapting quickly.

CCMA Research Director, Stephen Yap, will share the research outcomes and we’ll then ask Tracy Kellaway, Director of Consumer Care at Estee Lauder, and Mark Davies, Customer Contact Director at Bupa, to debate the outcomes and share their views on how the industry is evolving.

As well as reflecting the mood of the industry, the research raises salient questions throwing the spotlight on how the contact centre can drive change and deliver great customer outcomes as we prepare for a new year: safeguarding mental health, hybrid working models, strengthening career paths and adding value to the organisation.

Join us as we share the research findings from wave 2 of the programme.  A report will be available for attendees to download following the event.

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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.

Where and when?

Date: Wed 18 Nov 2020

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Contact centre leaders that are looking for support as they seek to improve the contact centre operation.

Why should you go?

Discover the outcomes of the second wave of in-depth research into the evolving contact centre

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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