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Predictions for a Post-Pandemic Contact Centre Workforce

Katy Forsyth
Co-Owner and Director
Red Recruitment

Full details

Content

Where will agents be working? What do tomorrow’s agents and leaders want? Where do we see it landing?
How will changes in contact centre job roles effect the skills the industry needs from future agents?
Attracting and retaining future talent to the industry, what contact centre must think about
How will GenZ mature to shape the next five years of contact centre?

Key Outcomes

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

Katy Forsyth is Co-Owner and Director of Red Recruitment. Red is a leading contact centre recruitment business which is in its 20^th year. Katy has worked in contact centre recruitment since 1995 and since setting up Red has become one of the industry’s most well-known commentators on the UK’s contact centre recruitment industry and the UK’s candidate marketplace. Red is a trusted partner to many top UK customer brands and Katy is a knowledgeable and passionate promoter of the contact centre industry.

Topic

Predictions for a Post-Pandemic Contact Centre Workforce

Start

Wednesday, 31 March 2021 at 12:30pm

Duration

45 minutes

Sponsor

Quick Agenda

9:30am Welcome to Contact Centre Leaders Convention 2022 by Jane Thomas

9:45am Building a Happy and Productive Hybrid Workforce for the Long Term by Paul Whymark

10:45am A loud revolution; How we expect contact centre recruitment and retention to transform in 2022 by Katy Forsyth

12pm The Transformational Contact Centre – Bringing the Spirit of Transforming to Life – Contact Centre of the Year 2021 by Donna Czyzewski

1pm A Ride Across The Badlands by Nick Elston

2pm Sitel’s EXP+ – Transforming the Customer and Agent Experience by Richard Mitchell and Nathian Carnell

3pm Agile HR Strategies to Attract and Retain Talent by Jo Regan-Iles

3:45pm Summary by Jane Thomas

Ask

Predictions for a Post-Pandemic Contact Centre Workforce

John Davies February 23, 20212021

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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.

Ask a Question to our Speakers

Any questions asked throughout the day will be collected and asked at the LIVE! Q&A session at 4pm.