Supporting Advisors in a Complex Contact Centre Operation

The ongoing challenge to support advisors in an ever-evolving contact centre operation is one that leaders up and down the country are facing every day. To better understand the drivers of complexity and the impact this is having on the frontline, this CONNECT event is a great opportunity to hear from peers and get some new ideas.

How do you flex and schedule the frontline to meet multi-channel, multi-product, multi-lingual and multi-query demand? How can you support advisors to help them cope, manage and excel in these more complex roles? Let’s explore this further during this half day in-person CONNECT event hosted at HSBC’s contact centre in Sheffield.

Hosted by Kate Law, CCMA’s Membership & Learning Director, the agenda is a mix of interactive sessions, learning and insight where you’ll:

  • Discuss the drivers behind complexity in the contact centre with our panel of experts from Vodafone, British Gas, HSBC and Intradiem
  • Discover how to manage and support the frontline in a complex environment
  • Uncover how AI can play its part in both driving up and reducing complexity
  • Be inspired by stories and views from your peers about how to stay in control
  • Take a tour of the HSBC contact centre after lunch – optional

As always, this is a great opportunity for you to network with your peers and take away ideas to implement in your contact centre.

Hear the latest news and updates on the CCMA and what to expect from the day.

In the ever evolving complex contact centre environment, supporting advisors is key. During this open mic we will better understand the drivers of complexity and the impact this has on the frontline.

We’ll discuss the work that the frontline does today, how you flex and schedule the frontline to meet multi-channel, multi-product, multi-lingual, multi-query demand and how you can support advisors to help them cope, manage and excel in these more complex roles.

Kate Law, Membership and Learning Director, CCMA

With transformation being a key agenda across the contact centre industry, are we considering how we take our advisors on the journey with us.  Employees fear that digital transformation wipes out the need for their role however its completely the opposite. Now is the time to invest in our employees and grow talent for the future by driving performance and building interesting career pathways.

Jason will discuss what is the post digital advisor role.

Jason Roberts, Appropriate Consulting

British Gas will share their experience of connecting agents, providing support for training & coaching, tell the story of intelligent automation and what’s next.  Hear the time saving and simplifying impact this has had on a wide range of stakeholders at British Gas across their complex organisation.  Steve will discuss the importance of partnership, vision and execution, leading to cross functional benefits both for colleagues and the overall business.

Steve Siddle, Resource and Planning Transformation Manager, British Gas & Matt Rumins, EMEA Head of Account and Success Management, Intradiem

We’ll be asking the panel how they are managing complexity in their contact centre to ensure that they remain in control in a world of constant change.

From the use of AI and other technologies and enabling data and insights to ensuring clear roles and responsibilities with great cross-collaboration and communication and of course, frontline training and support, hear lots of advice and guidance to help you in your operation.

Agenda

08:30 – Arrive and Networking
09:30 – Welcome 

Hear the latest news and updates on the CCMA and what to expect from the day.

Kate Law, Membership & Learning Director, CCMA
09:45 – Open Mic: Understanding and Managing Complexity

In the ever evolving complex contact centre environment, supporting advisors is key. During this open mic we will better understand the drivers of complexity and the impact this has on the frontline.

We’ll discuss the work that the frontline does today, how you flex and schedule the frontline to meet multi-channel, multi-product, multi-lingual, multi-query demand and how you can support advisors to help them cope, manage and excel in these more complex roles.

Kate Law, Membership & Learning Director, CCMA
10:30 – The Colleague Role Post Digital Transformation

With transformation being a key focus across the contact centre industry, are we considering how we take our frontline colleagues on the journey with us? Employees fear that digital transformation wipes out the need for their role however its completely the opposite. Now is the time to invest in our frontline and grow talent for the future by driving performance and building interesting career pathways. Jason will discuss what is the post digital frontline colleague’s role.

Jason Roberts, Founder and Director of Appropriate, Appropriate Consulting
11:00 – Break
11:20 – Case Study: Connecting Frontline Colleagues at British Gas

British Gas will share their experience of connecting frontline colleagues, providing support for training and coaching, tell the story of intelligent automation and what’s next. Hear the time saving and simplifying impact this has had on a wide range of stakeholders at British Gas across their complex organisation. Steve will discuss the importance of partnership, vision and execution, leading to cross functional benefits both for colleagues and the overall business.

Steve Siddle, Resource and Planning Transformation Manager, British Gas and Matt Rumins, EMEA Head of Account and Success Management, Intradiem
12:00 – Panel Debate: Staying in Control!

We’ll be asking the panel how they are managing complexity in their contact centre to ensure that they remain in control in a world of constant change.

From the use of AI and other technologies and enabling data and insights to ensuring clear roles and responsibilities with great cross-collaboration and communication and of course, frontline training and support, hear lots of advice and guidance to help you in your operation.

Hosted by Kate Law, Membership and Learning Director, CCMA with Ryan Rubertazzi, Head of Assisted Sales & Early Care, Vodafone, Debbie Rankin, Operations Leader, HSBC, Steve Riddle, Resource and Planning Transformation Manager, British Gas and Matt Rummins, EMEA Head of Account and Success Management, Intradiem
12:45 – Lunch
13:00 – Optional Site Tour of HSBC 

About the Speakers

Jason Roberts, Founder and Director of Appropriate, Consulting Limited

The originator of ‘appropriate handling time’ Jason found a way to engage colleagues to adjust more than just their language, focusing every colleague to deliver appropriate outcomes for customers and drive improvements.

As Customer Transformation Advisor, Jason has supported many businesses including introducing Ocado Retail to his Customer Hub framework and is currently supporting DFS Furnishing Group & several other businesses through both technology and organisational change programs.

Jason also supports several UK and European award programs as Judge across People and Technology, having both competed and won multiple awards with his teams over the years.

Matt Rumins, European Head of Customer Success, Intradiem

Matt works alongside Intradiems customers to maximise their returns from using their Intraday Automation platform, understanding their challenges, and delivering tailored solutions that improve key metrics – Engagement, Efficiency and Experience.

 

Ryan Rubertazzi, Head of Assisted Sales & Early Life Care, Vodafone UK

With 20 years’ experience in the Telecoms sector Ryan currently leads the Assisted Sales and Early Life Care operation within Vodafone UK.  Prior to this he has held a number of leadership roles across Technical, Marketing and Commercial teams.

 

Steve Gush, Head of Solutions EMEA, Foundever

Steve has over 20 experience of designing, building and managing customer experience solutions. Steve’s early career was focussed on managing technology across global BPO contact centres, migrating thousands of contact centre agents voice platforms, implementing new contact centres across Europe, North America, Africa and Asia Pacific. Migrating technology services to cloud and implementing cx solutions to enhance customer experience from process to conversational automation, driving value through analytics and AI.

Today Steve focuses on designing contact centre solutions of the future bringing together people, process and technology to drive value to global brands through enhanced customer experiences.

Kate Law, Membership and Learning Director, CCMA

As the Membership and Learning Director at the CCMA (Call Centre Management Association), Kate is drawing on her 20 years’ working in the contact centre industry in order to further support its members.

Prior to the CCMA, Kate was working at Assurant for ten years and in her last role as Customer Services Director, she was responsible for two contact centres and multiple outsource partners across Europe. Kate’s experience also includes time working in the contact centres at Vodafone and Advantis Credit, and also working for contact centre recruiters and training providers.

About the CONNECT event series

Hosted on CCMA member sites around the country, the CONNECT event series aims to bring our members together again, at a local level, as we start to emerge from the restrictions of the pandemic. They aim to deliver insights, enable talking points and give you a chance to hear the views and experiences of others.

Each event will take place in a different town or city around the UK and will cover different relevant topics appropriate for contact centre leaders and those that run contact centre operations.

Book your place(s)


As well as Attendee 1 above, please book places on this event for the following people:

Attendee 2:

Attendee 3:

Attendee 4:

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Attendee 6:

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This event is now fully booked

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Where and when?

Date: Tue 27 Feb 2024

Time: 09:30 - 14:00

Location: HSBC, Sheffield

Who is it for?

Contact centre leaders. CCMA members only.

Why should you go?

Network with peers and learn from others around how they are supporting advisors in a complex contact centre operation.

How much is it?

Free of charge

This event is now fully booked

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