SIG - Team Leader & Manager (TLM): October 2024

What does true leadership excellence look like in a contact centre? It’s not just about managing daily operations; it’s about fostering innovation, driving continuous improvement, and creating a high-performance culture that benefits both your employees and customers.

In this session, we’ll uncover the strategies that set award-winning contact centre leaders apart. We’ll explore how they revolutionised their teams by embracing smarter work practices, challenging the status quo, and enhancing both employee engagement and customer experience. Engage with industry-leading managers as they share their real-world success stories, highlight actionable insights, and discuss innovative approaches to team development and operational excellence.

Join us as we dive deep into the secrets behind their achievements and learn how to apply these transformative strategies to your own contact centre.

Agenda

12:00 – Welcome and CCMA update	Laura Farrell, Engagement Manager, CCMA
12:15 – Stories of Success: Insights from Award Winning Contact Centre Leaders We are joined by winners of Sales Team Manager of the Year and Service Team Manager of the Year at the UK National Contact Centre Awards 2024, Jonny and Craig who will share their inspiring success stories. Jonny’s approach to daily improvements and innovative, smarter ways of working has yielded remarkable results. His true passion for developing people and cultivating a high-performance culture impressed the judges, driving advancements in three key areas: innovation, development and engagement. Craig stands out for his curious nature and his bold approach to challenging the status quo, which has not only revolutionised ways of working but also boosted employee engagement and performance. Whilst Craig has driven improvements for employees, he’s also been recognised for his approach to improving customer experience through contact centre interactions. Join us to learn from Jonny and Craig’s award-winning strategies and discover how they lead their teams to excellence!	Jonny Horrocks, Sales Team Manager, Sage and Craig Johnston, Service Team Manager, Sage
12:45 – Adopting Smarter Work Practices Engage in this breakout discussion where members are invited to share and explore innovative approaches and ideas for implementing smarter ways of working. Consider cutting-edge planning and prioritisation techniques, leveraging technology for maximum support, fostering continuous improvement initiatives and guiding team members on an inspiring journey of transformation. Join us to spark creativity and drive excellence in smarter work practices.	All
13:20 – AOB & Close	Laura Farrell, Engagement Manager, CCMA

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Where and when?

Date: Wed 9 Oct 2024

Time: 12:00 - 13:30

Location: Online

Who is it for?

Operations Managers, Customer Service Managers, Contact Centre Managers, Team Leaders/Managers, Customer Service Leaders/Managers, People Managers.

How much is it?

Free for CCMA members

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SIG – Team Leader & Manager (TLM): October 2024

Agenda

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