SIG - Insurance: September 2024

Join us to discover how top insurance contact centres navigate digital transformation, regulatory changes, and evolving customer expectations while inspiring their teams. Uncover award-winning strategies from The AA’s Gold winners at the UK National Contact Centre Awards.

If you are a senior leader and running a contact centre operation in the Insurance sector, and would like the opportunity to share insights, hear member case studies and benchmark your own organisation against others, then we invite you to join this Special Interest Group.

Come join us!

Agenda

12:00 – Welcome and CCMA update	Kate Law, Membership & Learning Director, CCMA
12:10 – Leading Insurance Contact Centres in a Digital Era Transforming our insurance contact centres with digital enhancements is no small feat, especially when navigating the complexities of regulatory changes and leading employees through the journey. Join us for an engaging roundtable discussion where we invite members to share their strategies for balancing consumer duty and regulatory expectations, embracing digital disruption, and managing evolving customer expectations, all while inspiring and leading their teams.	All
12:20 – Mastering the Balance: Insights from Award-Winning Contact Centre Leaders Hear from two Gold award winners from the UK National Contact Centre Awards 2024 as they reveal their secrets to balancing digital initiatives, adapting to ever-changing customer expectations and navigating regulatory changes while leading successful contact centre teams. Join Contact Centre Manager of the Year and Significant Contributor Award winner as they share their remarkable journeys to winning gold!	Jac Ridley, Contact Centre Manager, and Emily Barrett, Customer Manager, The AA
13:20 – AOB & Close	Kate Law, Membership & Learning Director, CCMA

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Where and when?

Date: Thu 12 Sep 2024

Time: 12:00 - 13:30

Location: Online

Who is it for?

Insurance Director, Customer Service Director, Complaints Director, Operations Director, Claims Director, Head of Customer Service in the Insurance sector, Head of Claims, Senior Leaders.

How much is it?

Free for CCMA members

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SIG – Insurance: September 2024

Agenda

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