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.
Book your place(s)
Where and when?
Date: Wed 20 Jul 2022
Time: 12:00 pm - 1:00 pm
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