Part 6 | Evolution of the Contact Centre

Over the last two years our industry has been through some of the toughest challenges it has ever faced. We have been tracking its progress through the Evolution of the Contact Centre research initiative to present the current situation and what contact centre leaders are revealing about their plans for the future.

This is Part 6 of the Evolution programme and we can’t wait to show you just how far the industry has come. Our Research Director, Stephen Yap, will be sharing the findings before we debate them with two of the research participants.

Join us as we uncover the latest findings.

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.

Michael Gartside, Head of Central Operations at Wesleyan

Head of Central Operations at Wesleyan covering Planning, MI, CI and Small change for both our Life and Pensions business as well as our Practice Plan Brand. Working originally at Practice Plan I joined the business for just over 2 years ago and led operational modernisation and digital change programmes to increase self service and drive customer satisfaction. Previously worked at a number of organisation in people leadership roles such as Nationwide, Yell and Santander.

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Where and when?

Date: Wed 20 Jul 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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