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Thank you for attending CCLCUK 2021. See you in 2022!

Re-watch CCLCUK 2021

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Here's what happened on the day...

Access key video recordings from the day

Thank you to everyone who attended on the day. If you would like to re-watch sessions from the day, including the interactive Q&A session, please click the button below.

Watch

Contact Centre Game Changers in 2021

Rob Mukherjee
Director of Transformation at EveryCloud UK

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  • Understand why 2021 is the year to master the mix of technology and humanity – and how to go about it
  • Identify the key EX investments that improve CX
  • Start harnessing the number 1 factor that is re-shaping the CX industry
  • Get practical tips on meeting your customers’ digital expectations

Workplace of the Future

Richard Beaven
Chief Operating Officer at Brightside Group

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  1. Research and understand Generation Alpha
  2. Rethink what makes great leaders in your business
  3. Think about how technology is not the threat but the opportunity

People Engagement in a Hybrid Home/Office Workplace

Paul Whymark
Chief Operating Officer at Sensée

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  1. Discover what employees – and employers – think are today’s biggest contact centre People Engagement issues
  2. Hear 10 Tips on how to improve employee satisfaction in a hybrid world
  3. Learn from Sensée’s 16 years’ experience of managing a 100% homeworking operation
  4. Discover why the Team Leader role is so important to successful homeworking

Predictions for a Post-Pandemic Contact Centre Workforce

Katy Forsyth
Co-Owner and Director at Red Recruitment

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  • Understand what agents want from the industry in 2021 and beyond
  • Rethink what makes a great contact centre agent for the future
  • Think about how your centre can better attract and retain agent talent
  • Consider how to futureproof your centre for the maturing Gen Z agent population

Proactive Interactions Overtakes Reactive Interactions

Donna Czyzewski
Head of Customer Contact Centres at IAG (International Airlines Group)

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  • Understand what the world of Customer Experience will look like in 2025
  • Identify areas of focus that organisations could be considering
  • Recognise how Colleagues in a remote environment can add value to your brand and culture

Understanding the Customer of the Future

Will Carson
Director of Market Engagement at Ascensos

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  • What do we see in retail that we expect will drive change in all areas of customer management
  • What are the 21st Century customer behaviours we will need to accommodate and why
  • Where are the disconnects today and how do we resolve them

Positioning the Contact Centre as a Strategic Asset

Ben Lyons
Senior Operations Leader at Coop

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  • How Co-op Business Services mobilised a vulnerable customer service proposition within 5 days
  • Tuning into changing consumer behaviours and evolving our service models
  • Delivering industry leading people engagement results

Access key video recordings from the day

Thank you to everyone who attended on the day. If you would like to re-watch sessions from the day, including the interactive Q&A session, please click the button below.

Watch

Thank you to our sponsors this year

CCLC-UK 2021 brought to you by

Please contact Jane Thomas on jane@swcontactcentreforum.com for all future sponsorship enquiries.