Welcome to CCLCUK 2022
Brought to you by Call North West and SWCCF
9:30am
Welcome to Contact Centre Leaders Convention 2022
Jane Thomas
SWCCF and Call North West
9:45am
Building a Happy and Productive Hybrid Workforce for the Long Term
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
10:45am
A loud revolution; How we expect contact centre recruitment and retention to transform in 2022
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.
12pm
The Transformational Contact Centre – Bringing the Spirit of Transforming to Life – Contact Centre of the Year 2021
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.
12:30pm
Hot Topic 8 – Embracing change at speed and scale in Contact Centres
Louise Collins
IAG Loyalty
12:30pm
Hot Topic 9 – Retention success built on a new style of support
Joanne Whitehead
IAG Loyalty
1pm
A Ride Across The Badlands
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.
2pm
Sitel’s EXP+ – Transforming the Customer and Agent Experience
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.
3pm
Agile HR Strategies to Attract and Retain Talent
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
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.
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CCLCUK 2022 sponsors
Contact Centre Leaders Convention UK 2021 is brought to you by
