Part 5 | Evolution of the Contact Centre

Our industry has had to work through major challenges as the pandemic has thrown opportunities and threats our way.

Here at the CCMA we have continued to monitor and review the changes through the Evolution of the Contact Centre research initiative and are delighted to bring you the latest findings.

This is the fifth part of the Evolution of the Contact Centre programme. In this edition, we are exploring how contact centre leaders are collaborating with other areas of the business, with a particular focus on working more closely with marketing to better inform product development or sales enablement.

Join us as we reveal the latest insights from the research that is in field in January. Stephen Yap will share the key themes identified and talk to some of those that are participating.

About the Speakers

James Blackwood, Head of Contact Centre at Eurostar

James has been at Eurostar for 23 years in a variety of roles including Ticket Office Manager and Operations Manager in St Pancras, as well as managing our UK-based train crew.

James is currently Head of Contact Centre, and is delivering a strategy to make sure their customers can self-serve effectively through AI and automation, and their Contact Centre teams have tools at their disposal to easily assist those customers who genuinely need their help.

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Where and when?

Date: Tue 8 Feb 2022

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Business leaders, contact centre and operational leaders

Why should you go?

Hear the latest findings in how contact centre operations are evolving strategically

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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