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 the past six months. 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.

The implications of recent months and the road ahead extend far beyond the shift to remote working. Organisations must respond to customers’ shifting expectations and behaviours. Accelerated automation will reshape the role of advisors. Contact centres will become a more aspirational place to work as the skills required of advisors becomes more sophisticated and they will be able to hire from a broader talent pool as physical location becomes less critical. Marketing, product and R+D teams are becoming increasingly engaged with the contact centre as they become more aware of the value that contact centres are as a source of customer insight.

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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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:

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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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