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:

  • Sabina Onwuka, Customer Services Manager at London Borough of Barking and Dagenham,
  • Sarah Leff, Operations Director at Interact CC and 
  • Jonathan Allan, Chief Marketing Officer at Puzzel

About the Speakers

Sabina Onwuka, Customer Services Manager, London Borough of Barking and Dagenham

Her philosophy has always been about serving others, and being the voice of the residents, and staff is where she thrives. Sabina has been a mentor to her team members, as she believes in providing a safe space for her staff to feel supported, grow at work and outside of work. One of her highlights was during the first national lockdown, where like everyone else she had the challenge of transitioning from 100% office-based way of working to 100% homeworking, including procuring new technology, purchasing equipment, and delivering training to all staff within 2 weeks. It was a huge success and has improved the customer and employee experience.

Sarah Leff, Operations Director at Interact CC

Sarah is Site Director at Interact Contact Centre’s Richmond site, with over eighteen years’ experience in the contact centre industry. Sarah is responsible for the day-to-day leadership and general management of omni-channel inbound and outbound sales, retention and customer service campaigns. Prior to joining Interact, Sarah served primarily in account management and operations managing large multi-site campaigns both on and off-shore. Her experience has involved running digital and voice channels with a focus on improving customer retention and loyalty while developing customer insight for Interact’s blue chip clients.

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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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