The UKCCF would like to invite you to join us for our next networking session in Scotland on 8th April 2026 at the Cisco Office Glasgow

Agenda

09:00am – 09:30am
Coffee & Registration

09:30am – 09:45am
Trevor Butterworth, Founder, UKCCF Ltd
Welcome & Update
Trevor opens the day with an overview of the UKCCF roadmap and our full calendar of events through year-end 2026. This session also features a formal introduction to the recently launched UKCCF National Contact Centre Awards 2026, outlining the categories and key dates for this year’s programme.

09:45am – 10:15am
Darren Wake & Richard Blakeborough – CustomerSure, 
“Turning Contact Centre Feedback into Better Experiences – Current Trends and Best Practice”
We’ll explore what Voice of the Customer really means in practice, the different ways organisations can capture customer feedback, and how effective VoC programmes help organisations improve customer experience, support frontline teams, and drive meaningful change across the business.

The session will cover:

• What Voice of the Customer is — and what it isn’t

• The benefits of VoC for customers, employees, and the wider organisation

• What an effective customer feedback programme looks like in a contact centre environment

• Common pitfalls to avoid

• Best-practice tips for running and managing a successful Voice of the Customer programme

Attendees will leave with a clear understanding of how to start (or improve) a Voice of the Customer approach, and how customer feedback can be turned into insight, action, and better outcomes for both customers and colleagues.

10:15am – 10:45am
Brian Mallen – JAM Card
A strategic approach to embedding effective inclusivity-led customer service for all – particularly, vulnerable customers’.
The JAM Card is a unique way of supporting Vulnerable customers and will support your advisors in dealing with customers that need additional support.        

10:45am – 11:15am
Coffee Break

11:15am – 12:15pm
Trevor Geraghty – Account Executive – Cisco
“AI-augmented contact centres – So now your new colleagues are all robots”
How is that working out for you ? Will office parties ever be the same again !
AI-powered agents are transforming customer experience with autonomous resolutions, real-time insights, and seamless human-AI collaboration-delivering faster, smarter, and more personalized service worldwide. What have we learned and where next .

12:15pm
Meeting Closes

12:15pm – 13:00
Buffet Lunch provided by Cisco

We do hope that you can join us for this session, if you have any questions regarding this session, please contact:
Trevor Butterworth
E: trevor@uk-ccf.co.uk
T: 07932 669 299