SIG -  Diversity, Equity, Inclusion & Belonging: September 2024

Special Interest Group: Inclusion & Diversity

If you’re a leader responsible for a contact centre operation and want the opportunity to share ideas and best practice in a safe environment, discuss your business challenges and also take the opportunity to network with your fellow industry leaders. As a member of the CCMA, we invite you to join this Special Interest Group.

These roundtable events include presentations from industry experts sharing insight and research, member case studies and some great debates. We’ll be discussing the areas of Diversity and Inclusion that impact your operation and as a member, you drive the agenda.

Come join us!

Agenda

12:00 – Welcome

Welcome and check in

Lucie Child, Strategy Lead Customer Care, The Very Group
12:10 – SSCL’s Path to DEIB Excellence

Discover the story behind SSCL’s triumph as the Gold winner for Best Approach to Diversity, Equity, Inclusion, and Belonging at the UK National Contact Centre Awards 2024.

In 2023, SSCL unveiled a focused DEIB strategy aimed at cultivating an inclusive culture, boosting diverse talent representation, and revolutionising recruitment practices to be fair and flexible. Join Joanna, SSCLS’s Equity, Diverse and Inclusion Manager, as she shares their approach, milestones, and triumphs on this transformative path.

Joanna Murphy, Equity, Diversity and Inclusion Manager, SSCL
12:40 – What’s working in the Contact Centre?

Join us for an engaging discussion as we explore the latest approaches to diversity, equity, inclusion, and belonging in the contact centre world.

We’ll cover a range of topics including class, culture, religion, race, gender, sexual orientation, age and disability. Contribute your experiences and hear from others as we uncover the best DEIB practices!

All
13:10 – Sharing approaches – What does DEIB in the contact centre look like?

In these breakout discussions, we’ll explore strategies and best practices for helping colleagues manage shift planning and work arrangements, ensuring they can fully participate in upcoming events.

Consider things such as:

  • Time off for religious festivals
  • Flexible time for prayer and faith rituals
  • Reasonable adjustments to allow time out for medical or disability needs
  • Fasting guidance
All
13:30 – Summary & Close Lucie Child, Strategy Manager Customer Care, The Very Group

Book your place(s)


If you would like to book other attendees on this event, please fill out the forms below:

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.

Where and when?

Date: Tue 24 Sep 2024

Time: 12:00 - 13:30

Location: Online

Who is it for?

Director of Diversity and Inclusion, HR Director, Director of Talent and Culture, Head of HR, Head of People, Operations Managers, Employee Engagement Champions, Team Managers, Culture Leads, HR Business Partners, People Leads, and leaders responsible for inclusivity and diversity in the operation.

How much is it?

Free for CCMA members

Book your place(s)


If you would like to book other attendees on this event, please fill out the forms below:

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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