Research Revealed: Barriers to Innovation

Overcoming barriers to innovation

Everyone talks about innovation in the contact centre, but what exactly is this? What are the benefits of innovation in the contact centre? How innovative are we really? What are the ways in which innovation can be accelerated, and what gets in the way? Who is responsible for innovation, and who should be involved?

Answers to these burning questions will be revealed by our Research Director, Stephen Yap, who will unveil our latest research on this hottest of topics and debate the findings live with:

  • Kate O’Loughlin, Organizational Effectiveness Manager at British Gas,
  • Tracy Sheldon, Head of Continuous Improvement at Ageas UK,
  • Alan Mullen, Customer Services Manager at Superdry and
  • Ash Hallett, Director of Sales UK & EMEA at UJET. 

About the Speakers

Catherine Lindsay, Operations Director at Newcastle Strategic Solutions

Catherine has worked within Customer Operations for over 24 years. She joined Newcastle Strategic Solutions, part of Newcastle Building Society, in January 2022 where she leads the Operations team. Newcastle Strategic Solutions manage savings accounts on behalf of some of the UKs leading savings providers via their end to end, or technology only white label solution.

Ed Creasey, Director of Pre Sales at Calabrio

Ed Creasey is Calabrio’s Director of Pre Sales for the International market. He brings 28 years’ experience in the Contact Centre and Customer Experience industry. Ed has worked in pre-sales, consulting and operations across a wide range of organisations and market sectors, throughout the world. He has been delivering thought leadership and leading pre-sales and consulting teams for Analytics, Employee Engagement, CX and Robotics. He has a passion for engaging audiences, helping customers solve their business problems and delivering happy, reference-able clients who receive a rapid return on their investment. Previously, Ed has been Nexidia’s, then NICE’s, Director of Consulting for 12 years.

Stephanie Gowans, Connected Wellbeing Team at EE, BT and Plusnet

Stephanie is currently the HR Wellbeing Professional for EE, BT and Plusnet Contact Centres across the UK.

Stephanie has worked in HR, Recruitment, Employee Relations and Operational roles before joining the strategic Wellbeing team in 2020.

 

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Where and when?

Date: Thu 30 Jun 2022

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Business leaders, contact centre and operational leaders .

Members and non-members

Why should you go?

Explore the challenges and get ideas for managing a multi-lingual customer service operation

How much is it?

Free of charge

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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