SIG - Outsourcing: November 2024

Join this Special Interest Group designed for senior leaders from across the industry to get together and discuss outsourcing, from choosing the right partner to ensuring a great brand and culture fit. Find out how to achieve success in outsourcing relationships and hear from Gold-winner at the UK National Contact Centre Awards, HomeProtect, on how they seamlessly collaborated with their outsourcing partner.

This is an online roundtable event which includes presentations from industry experts sharing insight and research, member case studies and discussions. As always, these sessions will provide you with the opportunity to share ideas and benchmark your own organisation against other member organisations.

Come join us.

Agenda

12:00 – Welcome and CCMA update	Kate Law, Membership and Learning Director, CCMA
12:10 – Are You Aware of Your BPO Contract Details? During this group discussion we’ll get under the covers of what a BPO contract entails, how it is changing and what to consider when contracting with your outsourcer.	Kate Law, Membership and Learning Director, CCMA
12:50 – Achieving Success in Outsourcing Relationships In today’s fast-paced business environment, effective management of outsourcing partners is crucial for ensuring seamless service delivery and fostering long-term, productive relationships. Spencer Brooks, Group MD and Co-Founder of The Knowledge Group (tkg), will provide valuable tips and advice on managing these partnerships to maximise efficiency and drive mutual success. By the end of this session, attendees will gain a comprehensive understanding of best practices in managing outsourcing partners, with actionable insights to enhance their strategic and operational approaches. This session is designed for business leaders and managers seeking to optimize their outsourcing relationships and drive better business outcomes.	Spencer Brooks, Group MD and Co-Founder of The Knowledge Group (tkg)
13:30 – Homeprotect’s Path to Innovation Excellence Homeprotect dazzled at the UK National Contact Centre of the Year Awards, taking home the Change and Innovation Team of the Year title alongside their outsourcing partner. Join us as Jess unveils the secrets behind their success, detailing how the Homeprotect team collaborates seamlessly with their partner to fuel continuous improvement in contracting, process, and relationship management. Discover the magic behind their award-winning strategy and the transformative power of partnership.	Jess Woodhouse, Chief Operating Officer, Homeprotect
14:00 – AOB & Close	Kate Law, Membership and Learning Director, CCMA

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Where and when?

Date: Wed 6 Nov 2024

Time: 12:00 - 14:00

Location: Online

Who is it for?

Customer Service Director, Head of Outsource Partners, Contract Performance Manager, Head of Customer Service, Senior Leaders, Head of outsource delivery.

How much is it?

Free for CCMA members

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SIG – Outsourcing: November 2024

Agenda

Book your place(s)

Where and when?

Who is it for?

How much is it?

Book your place(s)