The role of the advisor has changed. We’ve all seen the shift to dealing with more complex queries. This means that colleagues need to be better equipped to have those conversations. As well as having access to the right information, being trained and supported, and using technology to enhance the customer experience, they need to be equipped emotionally to handle these interactions to avoid rising stress levels.
At this one-hour online seminar, we’re going to explore:
Managing workplace stress through wellbeing
We’ll be talking to a contact centre professional about the pressures of working in the contact centre and how wellbeing can play a role in relieving the stress.
Retaining colleagues through support and coaching
Find out how other contact centres are reducing attrition by focusing on employee value and support.
How technology can help or harm the employee experience
Listen to stories of how technology can negatively impact the employee experience, and diversly how it can be used to surprise and delight colleagues.
Join us for this highly interactive session, supported by the great story-teller, Ed Creasey, Pre-Sales Director at Calabrio.
About the Speakers
Catherine Lindsay, Operations Director at Newcastle Strategic Solutions
Catherine has worked within Customer Operations for over 24 years. She joined Newcastle Strategic Solutions, part of Newcastle Building Society, in January 2022 where she leads the Operations team. Newcastle Strategic Solutions manage savings accounts on behalf of some of the UKs leading savings providers via their end to end, or technology only white label solution.
Stephanie Gowans, Connected Wellbeing Team at EE, BT and Plusnet
Stephanie is currently the HR Wellbeing Professional for EE, BT and Plusnet Contact Centres across the UK.
Stephanie has worked in HR, Recruitment, Employee Relations and Operational roles before joining the strategic Wellbeing team in 2020.
Guy Thomson, Head Of Planning Solutions at Webhelp
Guy is Head of Planning Solutions and has over 10 years’ experience in various Senior Planning roles across the Industry. Guy is a Sizing and WFM specialist, having worked with some of the UK and Europe’s largest and most recognisable brands. Guy is from Airdrie in Scotland where he currently lives with his Wife and Daughter Alice.
Ed Creasey, Director of Pre Sales at Calabrio
Ed Creasey is Calabrio’s Director of Pre Sales for the International market. He brings 28 years’ experience in the Contact Centre and Customer Experience industry. Ed has worked in pre-sales, consulting and operations across a wide range of organisations and market sectors, throughout the world. He has been delivering thought leadership and leading pre-sales and consulting teams for Analytics, Employee Engagement, CX and Robotics. He has a passion for engaging audiences, helping customers solve their business problems and delivering happy, reference-able clients who receive a rapid return on their investment. Previously, Ed has been Nexidia’s, then NICE’s, Director of Consulting for 12 years.
Book your place(s)
Where and when?
Date: Wed 25 May 2022
Time: 12:00 pm - 1:00 pm
Who is it for?
Members and non-members
Why should you go?
Get the very latest insights into the Contact Centre Consumer
How much is it?
Free of charge