SIG - The People Agenda: April 2025

If you’re responsible for the people agenda in your contact centre and want the opportunity to share your current challenges and successes with industry colleagues, then we invite you to join these quarterly events.

These interactive roundtable events include presentations from industry experts sharing insight and research, member case studies and great debates.

As always, they provide you with the opportunity to share ideas and benchmark your own organisation against other member organisations.

Come join us.

Agenda

Topic: Bringing People Measures To Life – How Do You Compare?

12:00

Welcome & Introductions

Kate Law, Membership & Learning Director CCMA

12:20

Benchmarking Your People Measures

CCMA Benchmark encompasses a variety of people-related metrics. In this session, Kate will lead an interactive discussion to explore this year’s CCMA Benchmark results, providing insights into how your contact centre compares and the impact these findings have on overall performance.

During this engaging roundtable, we will delve into the following key topics:

The Impact of Technology Enhancements: How do new technological advancements affect our span of control within contact centres?

Attrition and Absence: What are the primary factors influencing attrition and absence rates? What strategies are being implemented to address these ongoing challenges?

Career Pathways: How are career development initiatives evolving to retain talent and preserve valuable knowledge within the contact centre environment?

We look forward to an interactive discussion that will provide valuable takeaways for your organisation’s success in managing people and performance.

Kate Law, Membership & Learning Director CCMA

13:00

AOB & close

Kate Law, Membership & Learning Director CCMA

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Where and when?

Date: Tue 1 Apr 2025

Time: 12:00 - 13:00

Location: Online

Who is it for?

Managers responsible for all things people and culture in the contact centre. Members only.

How much is it?

Free for CCMA members

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SIG – The People Agenda: April 2025

Agenda

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