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

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.

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.

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.

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.

• 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