Quarterly Member Online Seminar: Focus on People

The Q1 Quarterly Members Seminar took place on 9 March.

You can access slides and video recordings of selected sessions below.

Join us for the next Quarterly Seminar in June.


09:00 | Sign in and network on the platform

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

Leigh will welcome you to the first Quarterly Member Seminar of 2021. She will share news on what the CCMA has been doing to support members and plans for 2021.

09:45 | Research: The changing face of the workplace – Stephen Yap, Research Director, CCMA

Drawing on the very latest research, Stephen will share what the insights are telling us about what’s changing for colleagues in the industry and what we can expect going forward.

Download the slides for the session.

10:00 |  How to deliver great EX in unprecedented times – Tom Johnson, Operations Director, TTEC

Join Tom as he ‘lifts the hood’ on Volkswagen Group UK’s digital transformation journey to provide effective employee engagement and deliver smarter customer service for better customer experiences. Tom will drill into how advisors were successfully communicated to and kept engaged despite the global pandemic, and how they’ve positively influenced employee happiness with a personalised yet digital-first strategy.

10:20 | Live Polls – Stephen Yap, Research Director, CCMA

We want to give you an opportunity to benchmark where you are against your peers. We’ll focus the polls on the people challenges that you’re going through.

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.

10:40 | Poll Results – Stephen Yap, Research Director, CCMA

After the break, Stephen will share the results and draw some conclusions on the findings.

10:50 | How the Co-op are keeping teams engaged and motivated – Ben Lyons, Senior Ops Leader, Co-Op

The team at the Co-op have been focused on motivating and engaging their teams throughout the pandemic. Ben will share their story, giving their tips and advice from what they have learnt along the way.

Download the slides for this session.

11:10 | Panel Debate: Life beyond lockdown

  • Hosted by Leigh Hopwood, CEO, CCMA,
  • Rodney Assock, Culture and Corporate Social Responsibility Director, LV
  • Nicola Callan, Founder, Boost HR
  • Justin Haines, Chief Operating Officer, Paymentsense
  • Emma Crowe, Executive Director, TTEC

Contact centre colleagues, from the front line to senior leaders, are being challenged with the pandemic still so prominent in our lives. We talk through those challenges, share stories and offer advice to support you now and in the future, including motivation, engagement, communications, diversity and inclusion, career progression and training and development.

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.

12:10 | Benchmark Results – Richard Beard, Operations Director of Insight, Sabio

Following the CCMA Benchmarking that took place in January, Richard will reveal the headlines from the programme.

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Where and when?

Date: Tue 9 Mar 2021

Time: 9:00 am - 12:30 pm

Location: Online

Who is it for?

Contact Centre Directors, Customer Service Directors, Customer Experience professionals, Contact Centre Leaders, Quality Managers, Insight Managers, Business Improvement Leaders, Business Change Managers, HR contact centre business partners, Contact centre learning and development leaders.

Why should you go?

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

Who can attend?

CCMA members only.

How much is it?

Free to attend.

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