Dynamic businesses often face complex challenges that require innovative contact centre strategies to ensure exceptional customer experiences, while optimising operational efficiency.
As both business and customer demands become more complex, so do the unique challenges that contact leader’s encounter. Managing complex operations can include dealing with multiple sites, geographies, languages, channels, outsourcing partners, systems, regulations and many other factors, all of which make if challenging to maintain a consistent experience for customers and colleagues.
Leigh Hopwood, CEO at the CCMA, will be hosting this interactive session alongside experts and leaders from across the industry, including Spencer Brooks, Chief Growth Officer from The Knowledge Group (tkg). Join us to answer key questions, including:
- What does good look like when it comes to managing complexity?
- What should you consider in your strategy?
- How to ensure a consistent brand and service experience for your customers and colleagues?
Register for this online seminar, exploring the solutions and strategies that will help you navigate similar challenges within your operation.
About the Speaker
Jen Turner, Head of Sales, Service and Retention, The AA
Jen recently joined the AA as Head of Sales, Service and Retention and has held previous operational positions at Endsleigh Insurance and Markerstudy Broking. She has over 20 year’s experience in customer contact and operational excellence and a proven track record of leading and engaging remote and hybrid teams. She has also been part of the UKCCCMA judging panel for 10 years and a judge for the ECCCSAs since 2017.
Paul Whymark, Chief Operating Officer, Sensée
Having joined the business in January 2020, Paul is the COO at the UK’s leading pureplay homeworking BPO, Sensée.
Prior to this Paul has spent most of his career in financial services contact centres, with senior leadership roles at Hastings Direct, Royal and Sun Alliance (RSA) and Direct Line Group.
Book your place(s)
Where and when?
Date: Thu 18 Jan 2024
Time: 12:00 - 13:00
Who is it for?
Business leaders, contact centre, operational. Members and non-members.
Why should you go?
Explore solutions and strategies that will help you navigate complexity within your contact centre operation.
How much is it?
Free to attend.