Welcome to CCLCUK 2021
Brought to you by Call North West and SWCCF
9:30am
Welcome and Introductions
Jane Thomas
Managing Director at Call North West and SWCCF
Welcome and introductions.
9:40am
Contact Centre Game Changers in 2021
Rob Mukherjee
Director of Transformation at EveryCloud UK
- 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
10:30am
Workplace of the Future
Richard Beaven
Chief Operating Officer at Brightside Group
- Research and understand Generation Alpha
- Rethink what makes great leaders in your business
- Think about how technology is not the threat but the opportunity
11:30am
People Engagement in a Hybrid Home/Office Workplace
Paul Whymark
Chief Operating Officer at Sensée
- Discover what employees – and employers – think are today’s biggest contact centre People Engagement issues
- Hear 10 Tips on how to improve employee satisfaction in a hybrid world
- Learn from Sensée’s 16 years’ experience of managing a 100% homeworking operation
- Discover why the Team Leader role is so important to successful homeworking
12:30pm
Predictions for a Post-Pandemic Contact Centre Workforce
Katy Forsyth
Co-Owner and Director at Red Recruitment
- 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
1:30pm
Proactive Interactions Overtakes Reactive Interactions
Donna Czyzewski
Head of Customer Contact Centres at IAG (International Airlines Group)
- 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
2:30pm
Understanding the Customer of the Future
Will Carson
Director of Market Engagement at Ascensos
- 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
3:20pm
Positioning the Contact Centre as a Strategic Asset
Ben Lyons
Senior Operations Leader at Coop
- 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
4pm
Live Q&A Session
All speakers
at 4pm
CCLC will conclude with a LIVE! Speakers Q&A session
Ask the speakers your points in this interactive session.
In an ever-changing world, join us for a unique opportunity for contact centre leaders across the UK to collaborate and share best practice and industry insight. A full programme will deliver industry insight and best practice at the UK's leaders event of the year. Get set to be the best you and your business can be.
Please use a modern browser for the best CCLCUK experience. The times listed are when videos are released, and some videos are released at the same time. Timings are such that you can watch all videos, without needing to catch up. And if you do miss a talk, you can always come back to it and watch again.