The Multilingual Customer Service Challenge

We won’t mention the B word, but our members tell us that since then, recruiting linguists in the UK to service customers in the UK and around the world is rather more challenging than it once was. 

However, operating a multilingual contact centre can bring significant commercial benefits and an inspiring place to work.  

Join us as we explore the need for providing customer service in several languages in UK contact centres and the operational challenges of delivering it, with the support of our partners at ChatLingual. We’ll also have a live debate, where you can participate with your own comments and questions, to share experiences and ideas for managing a multilingual environment. 

About the Speakers

Anita Yandell-Jones, Director of Service and Operations at Ecotricity

Anita Yandell-Jones Director of Service and Operations. With over 25 years’ experience in Operations and Customer Service in the Utility, Healthcare and Financial Service Sectors. She inspires her people to put the customer at the heart of their role and is passionate about using intelligent data to drive the right outcomes in processes, people and systems resulting in efficient operations, first contact resolution and a culture where people thrive.

Chris Bryson, Managing Director of Global Analytics at Webhelp

As Managing Director of Global Analytics at Gobeyond Partners, part of the Webhelp group, Chris helps organisations make sense of their data, and use it to design, improve and transform their customer experiences. His career over the last 20 years includes senior roles in Financial Services and BPO, leading teams and deploying data and analytics solutions across Sales, Marketing, Operations, HR and Risk – in B2C and B2B.

Scott Logie, Customer Engagement Director, REaD Group and Chair of the Customer Engagement Committee for the Data and Marketing Association.

A statistician by training, Scott has worked in marketing data for over 30 years and is now a Director of the UK’s most trusted data and insight business, REaD Group. As well as his day job at REaD, Scott is an ex-chair of the Data and Marketing Association (DMA) and chairs their Customer Engagement Committee. In his spare time, he likes nothing better than long runs on the trails in the Lake District.

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Where and when?

Date: Thu 16 Jun 2022

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Business leaders, contact centre and operational leaders

Why should you go?

Explore the challenges and get ideas for managing a multilingual customer service operation 

How much is it?

Free for CCMA members

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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