Quarterly Member Online Seminar: Focus on Operations

Each quarter CCMA members are invited to a half day mini-conference to hear from members and experts. In Q3 2021, we will be focusing the agenda on operations, with a real interest in how members are progressing towards a hybrid model.

We will be talking through the current operational challenges facing contact centre management, including hybrid working, and sharing best practice, advice and ideas. Kate Palmer, HR Advice & Consultancy Director at Peninsula, will be joining us to answer your questions about Recruitment and Retention in a Hybrid Model. And we have invited Sandra Scott, HR Business Partner at Bupa, to update us on the progress they have made since discuss this with members in June as part of a panel debate exploring where our members are on this path – a great opportunity to benchmark your progress.

Please register to receive the Zoom link below.


09:25 | Join Zoom

09:30 | Welcome – Leigh Hopwood, CEO, CCMA

Leigh will welcome you to the third Quarterly Member Seminar of 2021.Leigh will share the latest news and updates on the CCMA and what to expect from the day.

09:45 | The Evolving Contact Centre – Stephen Yap, Research Director, CCMA

Stephen reflects on what has changed within the contact centre over the last 18 months and what this means to the industry’s future, drawing on research and insights from the Evolution of the Contact Centre research programme.

10:10 | How Sage is adapting for the future – Sharon Oley, Customer Services Director at Sage Group

Find out how Sage has adapted to the current situation, including their approach to hybrid working, and what their plans are for the future. You also have the opportunity to ask questions.

10:30 | Break

10:45 | Ask the Expert: Recruitment and Retention in a Hybrid Model – Kate Palmer, HR Advice and Consultancy Director, Peninsula 

Migrating to a hybrid operating model has a significant impact on colleagues and there are ongoing challenges with dealing with the impact of the coronavirus. HR policies are disrupted and fairness and equality for all is paramount. This is an opportunity to ask HR expert, Kate, for advice in a live and interactive session.

11:15 | The Advisor Experience at Home – Adam Pulsakowski, Director of Sales Engineering, Citrix

Getting the experience right when working from home is critical for making it easy for advisors to do their job to deliver a great customer experience. Adam will share his advice on how technology can be used to create a secure, simple user experience that can really deliver.

11:45 | Panel Debate: Hybrid Working Models

  • Hosted by Leigh Hopwood, CEO, CCMA,
  • Sandra Scott, HR Business Partner, Bupa
  • John Devlin, CEO, Ascensos
  • Paul Pember, Head of Customer Services, Camden Council

We ask our panel to share their insights, approaches and advice on how to design, deliver and continuously adapt your hybrid working model.

11:50 | Remaining a Great Place to Work when Work Goes Virtual – Graham McKane, Multi-Lingual Contact Centre Director, Expedia

Creating a happy, motivated and productive happy environment for colleagues takes focus and commitment. Graham will share what makes Expedia an award winner in the Best Employer – Great Place to Work (Small) category at the European Contact Centre & Customer Service Awards 2019, and what they have done through 2020.

Download the slides for this session.

About the speakers

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Where and when?

Date: Wed 29 Sep 2021

Time: 9:30 am - 12:30 pm

Location: Online on Zoom

Who is it for?

Directors, Heads of, Managers and professionals working in the contact centre

Why should you go?

Hear from experts, find out latest best practice and get the latest research findings with a focus on operations in the contact centre.

Who can attend?

CCMA members only.

How much is it?

Free to attend.

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