The migration to homeworking has revealed a new level of trust between organisations and their workforce. Contact centre leaders had no choice but to trust their workforce when side-by-side floor walking and listening in was no longer possible. And colleagues demonstrated just how trustworthy they are.

At a CCMA roundtable in March 2021 with contact centre leaders, the question was raised whether this level of trust was sustainable. The evidence suggested that it created a much more effective, more productive and more engaging workforce and that there was a great deal of hope that it would be part of the new hybrid model.

But is this level of trust already under threat? To debate this, we have brought together two organisations that have renewed their operating model to one that is a genuine hybrid, built on trust and engagement.

In this highly interactive debate, Catherine Lindsay, Head of Customer Experience at Hitachi Capital and and Patricia Sanchez-Diaz from British Gas will share the transformational journey’s that these two organisations are on and we’ll give you an opportunity to ask them, and Mark Walton, CEO at Sensée (famous for its 100% work-from-home model) questions and receive advice to support your own journey.

We’ll be finding out if it’s possible to drive up employee engagement, drive down absenteeism to single digit levels and drive through brilliant customer experiences with a hybrid operating model that is grounded in trust.

About the speakers

Catherine Lindsay

Catherine has worked within Customer Operations for over 24 years. She has been with Hitachi Capital Consumer Finance since August 2018 where her and the team are focussed on delivering fair customer outcomes and outstanding customer experiences. Catherine is responsible for the operation, including customer service, regulated complaints and collections, and also the customer experience team and strategy.

 

Mark Walton

Mark has been involved in the Business Process Outsource, Customer Management and Marketing sectors for over 20 years, working with major brands in the Telecoms, Energy, Utilities and Financial Services sectors. He joined Sensée in Jan 2019 and has overseen the doubling in size of the business since then. Sensée is the UK’s leading homeworking specialist, a unique and ethical business that provides software, consultancy and customer contact via phone, webchat, social media and email for forward-thinking brands including Bupa, Northumbrian Water, Ageas and Allianz Partners. All 1300 of Sensée’s customer service team work from their own homes in the UK and Ireland. Sensée is a proud equal opportunities employer.

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Where and when?

Date: Tue 11 May 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Members and non-members

Why should you go?

Hear about how to build and retain trust when deploying a hybrid working model

How much is it?

Free to attend

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)

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Attendee 4:

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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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