As the role of the contact centre evolves, so does the skills requirements of those working in it.
We invite you to join us and discuss how to effectively plan for future skills and job roles, diving into the broadening remit for contact centres, the role of technology and what we think the skills of tomorrow might look like.
We’ll also assess whether greater focus on organisational culture, career pathways and flexible working options are catalysts for attracting more diverse talent.
These round table events include presentations from industry experts sharing insight and research, member case studies and round table discussions.
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: Skills of Tomorrow
12:00 – Welcome & Introductions
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| 12:20 – Future-Proofing Talent: The Evolving Skillset of the Contact Centre Workforce
With the role of technology playing a key role within our contact centres when supporting our people, business and customer needs, the role of the contact centre colleague continues to evolve. So, with this in mind we will discuss how the skills required within our contact centres have and continue to change. We will discuss:
As technology continues to reshape the contact centre landscape, the role of our people is undergoing a powerful transformation. From AI-powered support to evolving customer expectations, the skillset needed on the frontline is no longer what it once was, and it’s changing fast. In this interactive session, we’ll dive into how contact centres are rethinking talent – from attraction and recruitment through to training, development and career pathways.
We’ll explore these questions in engaging breakout discussions with other members, then come back together to share real-world ideas and practical strategies you can take away. This isn’t just about keeping up, it’s about staying ahead. Let’s reimagine what’s possible.
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13:15 – AOB & Close
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Where and when?
Date: Tue 22 Jul 2025
Time: 12:00 - 13:30
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
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.