SIG - Team Leader & Manager (TLM): January 2025

Special Interest Group: Quality Management Roundtable 

The Team Leader & Manager Special Interest Group is for those leading teams within the contact centre. This forum enables leaders to come together to share ideas and best practices whilst discussing key topics. The Special Interest Groups offer a safe place for CCMA members to network and to come together.

These roundtable events include presentations from industry experts sharing insight and research, member case studies and some great debates. Leaders who join this Special Interest Group drive the agenda in these sessions.

Agenda

12:00 – Welcome and CCMA Update Laura Farrell, Engagement Manager, CCMA
12:15 – Interactive Discussion

Join in a lively group discussion about the intricacies of overseeing team performance as a leader or manager, and explore the dynamic changes this role has undergone within the contact centre environment.

Laura Farrell, Engagement Manager, CCMA
12:45 – Leading for High Performance!

During this session we will explore the risks of how getting it wrong can have detrimental impacts to your people, customers and business.

Leading for High Performance includes not just under performance, but also the performers and the high performers.

Kate Law, Membership & Learning Director, CCMA
13:15 – AOB & Close Laura Farrell, Engagement Manager, CCMA

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.

Supported by

Where and when?

Date: Thu 23 Jan 2025

Time: 12:00 - 13:30

Location: Online

Who is it for?

Those responsible for leading a team within the contact centre. Members only.

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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