The UKCCF would like to invite you to join us for our next Scottish networking session on the 21st November 2024 at CCA Reruitment offices in Glasgow. We have lined up four presenters who will deliver thought leadership content on the following topics.

Agenda

9:00am – 9:30am
Coffee & Registration

9:30am – 9:45am
Trevor Butterworth, CEO/Founder, UKCCF Ltd
Welcome and UKCCF update
Find out what 2025 has in store for UKCCF. Trevor will be giving an overview of whats to come and the new intiatives to look forward to.

9:45am – 10:15am
Debbie Bicker Account Director, SVL
AI, Digital Transformation, and Self-Serve – Are you ready?
A journey through the evolution of technology, showcasing how far we’ve come, from the early days of basic digital tools to the sophisticated AI and self-service solutions we rely on today.

10:15am – 10:45am
Jeanette Hunter, Contact Centre Specialist & Noreen Rifique, Scotland Account Manager, Jabra
The Happy Agent: Improve your workforce wellbeing through technology.
Jabra will deep-dive into the challenges that agents face in this dynamic industry, from the current requirements to constantly deliver to customer expectation and to target whilst avoiding burnout, through to how the evolving AI technology can support the industry.

10:45am – 11:15am
Coffee Break & Networking

11:15am – 11:45am
Al Stephens, Founder, Darwin
Cutting Through the Noise 
An insight into how to navigate the evolving CC and AI marketplace’

11:45am – 12:15pm
Debbie Wilson, Managing Director, CCA Recruitment
Candidate Journey
How often do you health check your candidates/employees onboarding journey?
 – When does it Start’
 – When does it End’

12:15pm
Meeting closes

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

The UKCCF would like to invite you to join us for our next networking session on the 1st November 2024 from 9.00am – 12.15pm.

Agenda

09:00 – 09:30
Coffee & Registration

09:30am – 09:45
Trevor Butterworth, CEO/Founder UKCCF Ltd
Welcome and UKCCF update

9.45am – 10.15am
Andy Dalton, Manpower
The Current Challenges Surrounding the Attraction and Retention Contact Centre Staff.
We will use insight data to bring to life the current market challenges and trends UK-wide, spotlighting London(the talk location) and how Manpower is helping negate these through various solutions, ranging from the introduction of Apprentices to setting Career pathways through our MyPath programme and assisting clients with our TCOW (total cost of the workforce) and Talent Mapping offerings.

10.15am – 10.45am
Scott Budding, Calabrio
Workforce Engagement do’s and dont’s
Learn how WEM helps you walk the walk with agent retention and motivation, turning schedules into tools for happier, more engaged teams!

10.45am – 11.15am
Coffee Break

11.15am – 11.45am 
Chris de Souza, CGI
The UKCCF Contact Centre Accreditation Programme
Chris will share some insight in to the new accreditation programme for the contact centre sector

11.45am – 12.15pm 
Simon Christie, RSVP
Case Study
RSVP will share how they operate there estate of contact centres sharing insight in to how they recruit train and engage there staff with some innovative support that they provide.

12.15pm 
Meeting Closes.

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

The UKCCF would like to invite you to join us for our next networking session on the 12th September 2024 at the VAX office in Droitwich, Birmingham, WR9 0LW. We have lined up 4 great presentations for you covering a range of operations topics that are on the agenda’s of contact centres to address and learn.

Agenda

09:00 – 09:30
Coffee & Registration

09:30am – 09:45
Trevor Butterworth, CEO/Founder UKCCF Ltd
Welcome and UKCCF update

09:45 – 10:15
Rob Dermott, Client Solutions Director, CCA Recruitment 
Recruitment & Retention – current trends and ‘helping you to get it right’

10:15am – 10:45am
Emma Mitchell, Director of Advisory & Craig Koch, Head of Insights, Huntswood
Best Practise in Complaints Handling.
Huntswood will share some best practice insights in to complaints handling and share content from there annual research document “Complaints Outlook 2022” and talk to us about the next research document they will be running in November 2024.

10:45am – 11:15am
Coffee Break & Networking

11:15am – 11:45am     
Al Stephens, Darwin Technology 
How Do You Navigate The Supplier Mindfield.

11:45am – 12:15pm
Case Study on how Vax run there contact centre covering operations and Quality

12:15pm
Meeting closes

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

The UKCCF would like to invite you to join us for our next networking session on the 12th September 2024 at the Jabra offices in Langley, Berkshire. We have lined up 4 great presentations for you covering a range of operations topics that are on the agenda’s of contact centres to address and learn.

Agenda

09:00 – 09:30
Coffee & Registration

09:30 – 09:45
Trevor Butterworth, CEO/Founder UKCCF Ltd
Welcome and UKCCF update

09:45 – 10:15
Rob Dermott, Client Solutions Director, CCA Recruitment 
Recruitment & Retention – current trends and ‘helping you to get it right’

10:15 – 10:45
Rick Sellers, Sales Director EMEA & Sean Blackmore, Sales Director EMEA, CallTower
Impact of AI on Customer Experience influence of Omnichannel & Chatbots

10:45 – 11:15
Coffee Break & Networking

11:15 – 11:45    
Emma Mitchell, Director of Advisory & Craig Koch, Head of Insights, Huntswood
Best Practise in Complaints Handling
Huntswood will share some best practice insights in to complaints handling and share content from there annual research document “Complaints Outlook 2022” and talk to us about the next research document they will be running in November 2024.

11:45 – 12:15
Jeanette Hunter, Contact Centre Specialist, Jabra
CX or AX? – Why choose one when you can have both

12:15
Meeting closes

12:15 – 13:00
Buffett Lunch


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