Welcome to CCLCUK 2022

Brought to you by Call North West and SWCCF

CCLCUK 2022 launches in


Showtime!

9:30am

Welcome to Contact Centre Leaders Convention 2022

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Jane Thomas
SWCCF and Call North West

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9:45am

Building a Happy and Productive Hybrid Workforce for the Long Term

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Paul Whymark
Sensee

• Profiling and recruiting the best homeworkers
• Creating a Digital Workplace to keep your entire workforce engaged, motivated, productive and on a single work mission
• Looking after the health and well being of your work-from-home (WFH) personnel
• Treating home and office workers consistently and fairly

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10am

Hot Topic 1 – Sensée

Paul Whymark
Sensée

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10am

Hot Topic 2 – Sensée

Paul Whymark
Sensée

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10am

Hot Topic 3 – Sensée

Paul Whymark
Sensée

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10:45am

A loud revolution; How we expect contact centre recruitment and retention to transform in 2022

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Katy Forsyth
Red Recruitment

Contact centres and the role of the agent have changed with extraordinary pace post pandemic.  People have also changed.  In this talk we will consider what HR and Recruitment teams now need to consider when building successful recruitment and retention models for the future.

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11:30am

Hot Topic 4 – red recruitment

Katy Forsyth
Red Recruitment

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11:30am

Hot Topic 5 – red recruitment

Katy Forsyth
Red Recruitment

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11:30am

Hot Topic 6 – red recruitment

Katy Forsyth
Red Recruitment

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11:45am

Hot Topic 7 – On Song

George Bell
On Song

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12pm

The Transformational Contact Centre – Bringing the Spirit of Transforming to Life – Contact Centre of the Year 2021

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Donna Czyzewski
IAG Loyalty

As one of the leading contact centre ambassadors in the North West of England, Donna and her team will present how they embrace and deliver exceptional service to their customers against a backdrop of ever-changing industry requirememnts.

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12:30pm

Hot Topic 8 – Embracing change at speed and scale in Contact Centres

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Louise Collins
IAG Loyalty

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12:30pm

Hot Topic 9 – Retention success built on a new style of support

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Joanne Whitehead
IAG Loyalty

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12:45pm

Hot Topic 10 – On Song

George Bell
On Song

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1pm

A Ride Across The Badlands

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Nick Elston
Inspirational Speaker

In March 2020 the world changed.  The pandemic & subsequent lockdown not only had a dramatic impact on our lives – but also on our Mental Health.  As we step out into 2022, leading Inspirational Speaker Nick Elston looks back at the learnings & experiences gleamed from his global audiences, his own personal experiences & how we can all start to live a life & have a career on our terms – using the lessons from this period.  Described as a ‘BIG man, BIG heart, Big story, BRUTAL honesty’ – this powerful session is unique in the Mental Health space, very different to any other Mental Health or initiative you will have attended before & already described as a ‘game changer’ for many people.

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1:45pm

Hot Topic 11 – Nick Elston

Nick Elston

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1:45pm

Hot Topic 12 – Nick Elston

Nick Elston

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1:45pm

Hot Topic 13 – Nick Elston

Nick Elston

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2pm

Sitel’s EXP+ – Transforming the Customer and Agent Experience

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Richard Mitchell and Nathian Carnell
Sitel

Newer approaches and technologies in the traditional contact centre model provides companies with the ability to source more specialized talent, consistently identify opportunities to streamline and improve processes, and provide higher quality training and education to employees. Hear how Sitel’s EXP+ transforms the customer and agent experience through the use of innovative platforms, tools and solutions to keep your customer and associate experience at the highest level.

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2:30pm

Hot Topic – 14 – Sitel


Sitel

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2:45pm

Hot Topic – 15 – On Song

George Bell
On Song

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3pm

Agile HR Strategies to Attract and Retain Talent

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Jo Regan-Iles
Global Chief People Officer

Jo has over 20 years experience of leading high  performing Global HR Teams. Jo will be sharing her insights on how organisations can attract and retain employees by developing HR strategies that are agile and will transform and constantly evaluate the ever-changing needs of Employees. HR needs to adapt and use data to be an added value HR Business partner that can increase Employee Engagement by listening and creating Action  plans to deliver resulting in lower attrition enhanced retention and higher customer satisfaction

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3:30pm

Hot Topic 16 – Jo Regan

Jo Regan-Iles

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3:30pm

Hot Topic 17 – Jo Regan

Jo Regan-Iles

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3:45pm

Summary

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Jane Thomas

Sponsored by

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.

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CCLCUK 2022 sponsors

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Contact Centre Leaders Convention UK 2021 is brought to you by

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