SIG - The People Agenda: June 2024

This Special Interest Group brings a deep dive into the intricacies of hybrid working models. From exploring the latest CCMA Benchmark findings to uncovering strategies for maximising success in homeworking environments, attendees will gain invaluable insights and practical knowledge.

If you’re responsible for the people agenda in your contact centre and want the opportunity to share your current challenges and successes with industry colleagues, then we invite you to join these quarterly events.

As always, they provide you with the opportunity to share ideas and benchmark your own organisation against other member organisations.

Agenda

12:00 – Welcome, introductions and an update about the CCMA	Kate Law, Membership and Learning Director, CCMA
12:10 – Open Mic: What best describes your hybrid working model? We’re going to do a deep dive into finding out how your contact centre is operating, where it works and where more focus is required. We’ll also share the CCMA Benchmark findings and discuss what the future looks like.	All
12:30 – How do you get the best from homeworking? Renowned for homeworking, we’ll hear a balanced and experienced view from Dan about how they have achieved strong engagement and great success through their homeworking model.	Dan Philp, Service Delivery Director, Sensee
13:00 – Discuss: Supporting leaders to manage hybrid working With lots of variations to working models in which contact centre teams now work, the role of the leader is more challenging, with performance and engagement can be seen to dip. During this round table we encourage members to share how they have adapted, skilled and supported contact centre teams and their leaders.	All
13:30 – Meeting Close	Kate Law, Membership and Learning Director, CCMA

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Where and when?

Date: Wed 12 Jun 2024

Time: 12:00 - 13:30

Location: Online

Who is it for?

Director of Operations, Customer Service Director, HR Director, Head of Customer Service, Head of Operations, Head of HR, Head of People, HR Business Partners, Talent & Culture, Employee Engagement Managers.

How much is it?

Free for CCMA members

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SIG – The People Agenda: June 2024

Agenda

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