Quarterly Member Online Seminar: Focus on Technology

Each quarter CCMA members are invited to a half day mini conference to hear from members and experts. In Q4 2021, we will be focusing the agenda on technology. 

We will be talking through the current technological opportunities and challenges facing contact centre management, and sharing best practice, advice, and ideas. NatWest will be joining us to discuss their omni-channel approach to digital that saw them win Gold at the UK National Contact Centre Awards earlier this year. And we have invited NHS Digital to be interviewed by Kate Law, our Membership and Learning Director to understand their transitional journey over the last 18 months. Kate will also host our panel debate at the end of the morning, asking the panel to share their experiences, approaches, and advice on how to be able to take advantage of new technologies through the challenges of legacy systems and integration issues.

Please register to receive the joining link below.


09:25 | Sign In and Network on the Platform

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

Leigh will welcome you to the fourth 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 | How Technology Can Retain Frontline Colleagues – Nerys Corfield, Injection Consulting

Drawing on our recent research where we explore why advisors are moving on, one area that became apparent was the use of technology and the impact it had on employee experience and ultimately employee satisfaction. Nerys will share her views and lots of advice to support your plans for 2022 and beyond.

10:10 | A True Omni Channel Approach at NatWest – Katie Downs, Omni-Lead, Digital Team, NatWest Group

Find out about their approach to digital interactions covering social media, web chats, messaging, video calls, Apple business chat, WhatsApp and the use of their bot Cora. This Gold winning Digital Team of the Year has an impressive story to tell.

10:30 | Networking break

Join in live chat and video chat on the platform or use the Networking ‘lucky dip’ function to make new connections.

10:45 | Why Integrated Solutions deliver the best CX – KK Sharma, Senior Advisory Architect, ServiceNow

Most organisations must balance both legacy and new tech solutions to support their business goals. However, it’s those that invest to connect customer engagement with their service operations teams that deliver the biggest impact on their customer experience and satisfaction. KK will share the benefits and guidance on how you can become more integrated.

11:15 | NHS Digital share their transitional journey – Telmo Torres, Customer Service Function Service Lead, NHS Digital

With a significant pace of change over the last 18 months. NHS Digital will showcase their story which led to them winning Gold for Contact Centre of the Year (Medium).

11:45 | Panel Debate: Overcoming Legacy and Integration Issues to Benefit from New Tech

  • Hosted by Kate Law, Membership and Learning Director, CCMA
  • Nerys Corfield, Contact Centre Consultant, Injection Consulting
  • Katie Downs, Omni-Lead, Digital Team, NatWest Group
  • KK Sharma, Senior Advisory Architect, ServiceNow

We ask our panel to share their experiences, approaches and advice on how to be able to take advantage of new technologies through the challenges of legacy systems and integration issues.

About the Speakers

Sharon has held a number of exciting roles at Sage over the past 16 years starting with Resource Planning, Operations and currently in a Director role within Customer Services. Sharon leads a team of c.600 FTE with a dedicated focus on the links between colleague success and customer success. The team cover frontline operations who support Sage Business Cloud and Connected Cloud products in Accounting, People and Payroll, delivering outstanding levels of customer satisfaction.

A thought leader on HR and employment law; Kate Palmer is HR Advice and Consultancy Director at global employment law consultancy, Peninsula and the main spokesperson for Peninsula UK.

Kate joined in 2009 from a worldwide facility services company where she was Senior HR Manager. Her exploits included providing HR & employment law support to over 30 UK hospitals and dealing with high profile NHS union cases—expertise she now brings to Peninsula clients.

Today, Kate is involved in all aspects of HR and employment law advice. She develops Peninsula’s expert law advisors and ensures each client gets the answers they need every time they call.

As an industry opinion leader, Kate’s expertise is sought after frequently. She has recently become a Chartered Fellow of the CIPD and her authoritative HR and employment law commentary is regularly featured on BBC TV and radio channels as well as in major publications such as The Times.

Following a successful international career within the electronics & software sector, John returned to Scotland in 2001 as part of the senior team behind the entrepreneurial Scottish outsourcer beCogent.

John helped developed beCogent into a powerhouse within the UK contact centre sector, growing the business to revenues of £50m and 3,000 employees across its four Scottish operations prior to its acquisition by Teleperformance in 2010.

In 2013, along with his co-founder Dermot Jenkinson, he set up Ascensos to be a disruptive, digitally enabled specialist BPO.

From its Motherwell HQ Ascensos has scaled up at an astonishing pace and on a global basis.

Today Ascensos has 6 operations across the UK, Romania, Turkey and South Africa employing over 3,000 colleagues and representing 20 blue-chip retail & consumer brands.

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Where and when?

Date: Tue 7 Dec 2021

Time: 9:30 am - 12:30 pm

Location: Online

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 technology in the contact centre.

Who can attend?

CCMA members only.

How much is it?

Free to attend.

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