Key Points
  • The evolution of the contact centre in response to the pandemic and Brexit
  • Maximising homeworking and hybrid models to ensure staff wellbeing and improve performance and productivity
  • Staff recruitment, retention, training and career development
  • Ensuring the right channel mix and a smooth customer journey to capitalise on changing consumer preferences and behaviours
  • Lessons learnt from implementing new technology including AI, chatbots, webchat and virtual assistants
  • Improving contact centre efficiency
  • Using customer feedback to drive continuous improvement in your customer service and organisation
  • Click Here to Secure your Place


Overview
Confirmed Speakers:

  • Jonty Pearce, Director, Call Centre Helper
  • Runa Uddin, Champion Training Manager, MIND
  • Nicola Millard, Head of Customer Insight and Futures, BT Global
  • Stephen Sullivan, Founder, Channel Doctors and Vice Chair, Contact Centre Council, Data Marketing Association
  • Colin Whelan, Head of Workforce Optimisation, Hoist Finance
  • Sophie Cotton, Head of OmniChannel Customer Service, Seasalt Limited
  • Jo Mayes, Customer Operations Director, Business Stream
  • Samantha James, MD Household Customer Services, Welsh Water
  • Danni Rush, Chief Customer Officer, Virgin Experience Days
  • Claire Honeyman, Head of Customer Experience, Virgin Experience Days


Westminster Insight’s Transforming Contact Centres Conference provides innovative ideas about how to adapt your contact centre workforce, processes and infrastructure to improve efficiency and customer satisfaction in difficult times. Hear from leading experts and case studies from public and private sector contact centres that have had to rapidly transform in response to the pandemic and the impact of Brexit.

With companies having to shift from in-person face-to-face services to work from home or hybrid models, delegates will hear from leading experts about how to adopt a virtual mindset when it comes to training, management, recruitment, retention, mental health and wellbeing, scheduling, information security, communications and technology.

Delegates will explore how contact centres can capitalise on changing consumer behaviour and preferences in response to the pandemic, by ensuring the right channel-mix, seamless customer journeys and excellent customer service.

With the pandemic causing reduced staff availability, lower productivity due to disrupted patterns of work and increasing fluctuations in customer demand, delegates will also hear about how to improve contact centre efficiency, and how to use customer feedback to drive organisation wide improvements.

The limited availability of live assistance has also fast-tracked the adoption of new technologies that provide proactive customer engagement and self-service. Take part in a panel discussion to hear case studies from companies at the forefront of implementing AI, chatbots, and virtual assistants.

Agenda
Start

09:30 - 09:40
Chair’s Opening Remarks

 

Speakers

Jonty Pearce Director, Call Centre Helper

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09:40 - 10:10
Keynote Address: How the Contact Centre Industry is Evolving

 
  • Addressing operational changes needed to function during lockdown      
  • Responding to changing consumer behaviours and preferences in the Covid Era
  • How the contact centre can respond to changing trends to deliver great customer outcomes 
  • What will the contact centre industry look like in the future?
10.00 - 10.10 Questions and Discussion

Speakers

Nicola Millard Head of Customer Insight and Futures, BT Global

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10:10 - 10:40
Brexit and its Impact on Contact Centres

 
  • Understanding the mood of the nation and how this affects customer service teams
  • New rules, compliance and regulations impacting the industry
  • Data security and GDPR
  • Implications for an international workforce
  • Developing a Brexit service strategy
10.30 - 10.40 Questions and Discussion

Speakers

Stephen Sullivan Founder, Channel Doctors and Vice Chair, Contact Centre Council, Data Marketing Association

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10:40 - 11:20
Panel Discussion: Maximising Contact Centre Homeworking and Hybrid Models

 
  • Remote employee engagement 
  • Managing performance, productivity and quality
  • Monitoring the health and well-being of homeworkers
  • Ensuring home-working locations and technology are fit for purpose
  • Informational security in a virtual world
  • Adapting a virtual mindset to training, management, scheduling, security, communication and technology
  • Considering hybrid models and whether work-from-home is voluntary or compulsory
11.10 - 11.20 Questions and Discussion 

Speakers

Samantha James MD Household Customer Services, Welsh Water

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Colin Whelan Head of Workforce Optimisation, Hoist Finance

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11:20 - 11:40
Intermission

 

11:40 - 12:10
Ensuring Staff Mental Health and Wellbeing

 
  • Understanding the impact Covid 19 has had on the way we work and our mental health
  • Managing the mental health of a remote workforce
  • Destigmatising mental health, ensuring open conversations and regular check-ins
  • Prevention: promoting work-life balance, flexible homeworking, physical exercise and sharing mental health resources
  • Identifying the early warning signs of mental health problems
  • Managing a mental health disclosure
12.00 - 12.10 Questions and Discussion 

Speakers

Runa Uddin Champion Training Manager, MIND

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12:10 - 12:40
Workforce Optimisation: Recruitment, Performance and Retention

 
  • Improving staff retention through ongoing training, rewards and career progression
  • Developing a virtual hiring strategy and attracting and engaging top tier talent
  • Successfully training remote workers
  • Boosting motivation and performance
12.30 - 12.40 Questions and Discussion

Speakers

Colin Whelan Head of Workforce Optimisation, Hoist Finance

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12:40 - 13:40
Intermission

 

13:40 - 14:10
Using Customer Feedback to Improve the Customer Experience and Organisation Wide Products and Services

 
  • Establishing your contact centre as the voice of the customer in your organisation
  • Utilising feedback and data from the contact centre to drive continuous organisation wide service and product improvement
  • Using data and feedback to rapidly respond to and exceed customer expectations
  • Using the contact centre to drive brand loyalty and retention
14.00 - 14.10 Questions and Discussion 

Speakers

Sophie Cotton Head of OmniChannel Customer Service, Seasalt Limited

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14:10 - 14:50
Developing the Right Channel Mix and Improving the Customer Journey

 
  • The impact of Covid on the adoption of new communication channels and the fragmentation of channel preferences
  • Determining the right channels for our business
  • Effective customer journey mapping and identifying pain points in the customer lifecycle to make journeys consistent and smooth across channels
  • Utilising insights to drive traffic towards automation and identifying when an agent should intervene 
  • Building a winning customer experience that meets customers on their preferred communications channels, whatever, wherever and whenever
14.40 - 14.50 Questions and Discussion 

Speakers

Claire Honeyman Head of Customer Experience, Virgin Experience Days

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Jo Mayes Customer Services Director, Business Stream

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Danni Rush Chief Customer Officer, Virgin Experience Days

Read profile


14:50 - 15:20
Implementing New Technology Including AI, Chatbots, Webchat and Virtual Assistants

 
  • Emerging technology on the market
  • Analysing which technology to invest in and developing a digital transformation strategy to enhance customer experience
  • Promoting the availability of new communication channels to customers and increasing uptake
  • Challenges of implementing new technology and lessons learnt
  • Increasing the flow of self-service
15.10 - 15.20 Questions and Discussion 

15:20 - 15:30
Chair’s Closing Remarks

 

Speakers

Jonty Pearce Director, Call Centre Helper

Read profile


End

Speakers

Sophie Cotton Head of OmniChannel Customer Service, Seasalt Limited

Read profile

Claire Honeyman Head of Customer Experience, Virgin Experience Days

Read profile

Samantha James MD Household Customer Services, Welsh Water

Read profile

Jo Mayes Customer Services Director, Business Stream

Read profile

Nicola Millard Head of Customer Insight and Futures, BT Global

Read profile

Jonty Pearce Director, Call Centre Helper

Read profile

Danni Rush Chief Customer Officer, Virgin Experience Days

Read profile

Stephen Sullivan Founder, Channel Doctors and Vice Chair, Contact Centre Council, Data Marketing Association

Read profile

Runa Uddin Champion Training Manager, MIND

Read profile

Colin Whelan Head of Workforce Optimisation, Hoist Finance

Read profile


Venue details

Digital Event Broadcast Live

Westminster Insight

Tel: 0845 647 9000
Email: info@westminsterinsight.com

1 Northumberland Avenue, London, WC2N 5BW

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Registered Company No.08808447

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