Each quarter members will be invited to a half day virtual mini-conference to hear from members and experts.

In Q1 2021 we will be focusing on people. We will be talking through the current colleague challenges facing contact centre management and sharing best practice, advice and ideas on how to overcome them.

Come and join us to:

  • Hear the latest research in this area from Stephen Yap, CCMA’s Research Director
  • Take a dive into employee engagement with TTEC, winners of the Most Effective Employee Engagement Programme (Small) at the UK National Contact Centre Awards 2020
  • Find out how the Co-op are keeping teams engaged and motivated in their hybrid workplace
  • Listen to a live panel debate with HR professionals and contact centre leaders
  • Explore what makes a great place to work with Expedia, Gold winners of the Great Place to Work (Small) at the European Contact Centre & Customer Service Awards 2019
  • The results of the CCMA Benchmark are unveiled
  • Participate in live polls and benchmark yourselves against your peers

Click the button below to go to the Hopin platform where the seminar will be held and register your free place.


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.

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.

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.

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.

About the speakers

Stephen Yap – CCMA

Stephen Yap is the Research Director for the Call Centre Management Association (CCMA), where he designs and delivers bespoke research on topics of interest to the contact-centre sector, encompassing themes such as customer behaviour, advisor experience, operations management and technology transformation.

Prior to this Stephen spent almost 20 years with two blue-chip research firms: Kantar and Ipsos. For more than 20 years Stephen has helped some of the world’s most recognisable brands uncover and satisfy their customers’ wants and needs.

Tom Johnson – TTEC

Tom is an operational leader with over 15 years’ experience in customer service and outsourcing. Tom currently leads the Volkswagen UK customer service centre within the automotive division at TTEC, which delivers multi-channel customer experience and digital transformation globally. Tom has held many roles, leading brands in sectors ranging from telecommunications and utilities to financial services and technology innovation. Tom’s passions are motivating and supporting teams to deliver excellence in customer experience, and has achieved this on behalf of companies such as RSPCA, BMW, British Gas, 02 as well as government departments such as the Department for Work and Pensions, Transport for London, and the Legal Aid Agency.

About the panellists

Rodney Assock – LV=

Rodney is the Culture and Corporate Social Responsibility Director at LV= General Insurance.
With over 30 years experience leading award winning operations functions, his focus and personal drive comes from creating environments where putting People and Customers at the heart of a collaborative business with authentic leadership generates organisational success and a thriving, inclusive and engaging culture.

Nicola Callan – Boost HR

Having worked in and around contact centres in quality, improvement, development and leadership roles, Nicola is a CIPD qualified HR professional who has specialised interests in the future of work and in particular the emerging needs and skills required for hybrid working and leadership.



Justin Haines – Paymentsense

Justin is currently Chief Operating Officer at UK Fintech Paymentsense and has extensive experience leading Operations in a range of businesses from Vodafone to his recent 6 year tenure as Customer Services Director of OVO energy. At OVO Justin’s team won UK and European Team of the year awards, as well as two silver ECCCSA awards for Great place to work. He has also previously presented on Employee experience at the CCMA annual conference.


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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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