London and South East Conference Agenda 2018


09:00am – 09:30am

Welcome coffees, teas & croissants

09:30am – 09:40am

Introduction, Trevor Butterworth, CEO, UKCCF

09:40am – 10:10am

Jacqui NaughtonJackie Naughton, Founder, BYC Aqua Solutions
Topic: Quality Assessments – The Do’s and Don’ts that ensure value

  • Things to avoid when measuring customer delivery as well as agent delivery in your businesses
  • Optimising the value of QA measurement throughout your organisation
  • Ensuring information flow of results reach the relevant stakeholders

10:10am – 10:40am

Chloe MarshPauline GeldardPauline Geldard, Head or HR, and Chloe Marsh, Head of Communications and Engagement, RHP Group
Topic: Maintaining high levels of engagement through times of change

  • How LV= has harnessed people power to make a difference
  • London housing provider RHP have worked hard to create a special culture where people are encouraged to be themselves, feel trusted and empowered, are given meaningful opportunities and strive to deliver excellent service. Their high levels of employee engagement (93% of people are satisfied working for them) have been recognised with a number of prestigious awards
  • Over the past two years the housing sector has experienced unprecedented amounts of change and RHP faced their biggest challenge yet: maintaining high levels of engagement through a period of intense business transformation
  • By using a methodological approach that spans ‘Bricks, Bytes and Behaviours’, they were able to succeed in this challenge, culminating in them gaining Investors in People Platinum and coming number 7 in the 2018 Great Place to Work list
  • Pauline and Chloë will take you through their journey, sharing a range of practical tips on how to engage in a fun, creative and purposeful way during times of change

10:40am – 11:00am

Morning break

11:00am – 11:30am

Darron BurnessDarron Burness, Director, DBOMCS
Topic: The HomeAgent Revolution

The business case for contact centre homeworking: What can it potentially deliver for HomeAgents in terms of reduced time and travel savings, better work-life-balance? What can it deliver for companies in terms of more – efficient scheduling, improved employee engagement and high productivity.  Plus statistical results from the recent UKCCF HomeAgent survey

11:30am – 12:30pm

Roundtable discussions (1)

An opportunity to participate in one of 10 discussion topics: Personalisation & Customer Insight, Contact Centre Homeworking, Employee Engagement, Recruitment and Retention, Contact Centre of the Future, Customer Experience, Omni-channel, Performance and Quality, Data Security and Compliance, and Web Chat & Social Media.

12:30pm – 13:15pm

Networking Lunch

13:15pm – 13:45pm

Zeta AntoniouCraig MillerZeta Antoniou, Digital Assist Partner Manager and Craig Miller, Head of Planning, Three 
Topic: Three’s Digital Journey – our webchat journey to now

From doing Digital to BEING digital

13:45pm – 14:45pm

Roundtable discussions (2)

An opportunity to participate in one of 10 discussion topics: Contact Centre of the Future, Employee Engagement, Performance and Quality, Workforce Management, Self-service and AI, Data Security and Compliance,  Contact Centre Homeworking, Web Chat & Social Media, Customer Insight, and Customer Experience.

14:45pm – 15:00pm

Closing remarks


Conference session closes