LSECC Conference 2016

Covering over 2500 operations, the London and South East Contact Centre Conference & Awards is the region’s flagship contact centre event


09.00 – 09.30  – Welcome coffees, teas & croissants


09:30 – 10:00

Martin Hill-Wilson, Founder, Brainfood Consulting

Why You Will Never Deliver Great Customer Experience Using Legacy Quality Management

Quality management is traditionally a high effort, low return activity. It is widely considered ineffective in terms of improving customer experience. Equally, HR surveys consistently reveal its negative impact on advisor motivation. The consensus is that apart from satisfying a compliance agenda, the tick box approach to quality has had its day.  The P&Q Challenge recognised this need over four years ago.  One hundred organisations have now used the free, six month programme teams to completely reinvent their scope and approach to quality and performance management.  The opportunity to transform your approach to quality. Told through the latest insights and outputs of 2015/6 P&Q Challenge graduates.



10:00 – 10:30

Rodney Assock, Operational Services Director, LV=

People Create Value

 The LV= journey and why people matter

  • Harnessing people power to make a difference to the organisation
  • The ROI on people investment
  • Employee Engagement + Great Listening = Customer Satisfaction
  • Some practical tips to share




10:30 – 11:00

Kathryn Simons, CCaaS, Dimension Data

Customer experience 2020:  Looking ahead – planning a route

For the past 18 years the Dimension Data Global Contact Centre Benchmarking Report has tracked the evolution of customer experience delivery from the telephone-dominated contact centres of the 1980’s to the multi-channel, digital-first diversified customer operations of today. Our presentation will give the first glimpse of the 2016 findings, providing insight-driven pointers to expected evolution over the next five years including:

  • The dominance of customer experience as the No1 performance measure
  • The evolution from multi-channel to omni-channel – joined up customer journeys
  • The role of the contact centre – fall-back support for a digital front line, or integrated omni-channel hub at the heart of the business?
  • Access to technology – breaking through the barrier of legacy systems


11.00- 11.15 – Morning Break


11.15 – 12.30 – Roundtable discussions (1)

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

Meet our Roundtable Chairpersons.


12.30 – 13.15 – Networking Lunch



13.15 – 13.45

Andrew Burgess, Consulting Director, Symphony Ventures

Augment or Replace? How robots and artificial intelligence will impact contact centre operations

  • How software robots are fundamentally impacting the operations across all businesses, replacing large numbers of humans
  • Where robots are being used in contact centres today
  • How AI will take automation to the next level
  • Will humans be needed at all in contact centres?


13.45 – 15.00 – Roundtable discussions (2)

Meet our Roundtable Chairpersons.

15.00 – 15.15 – Closing remarks


15.15 – Conference session closes


Event Itinerary