UKCCF Networking Event

9.00am – 9.30am
Coffee & Registration

9.30am – 9.45am
Trevor Butterworth, Founder – UKCCF
Welcome & Update 2025
Trevor will give you an overview of whats to come for UKCCF throughout 2025. 

9.45am – 10.15am
Nathan Dring – Nathan Dring & Associates Limited.
“Baked in not bolted on”
It’s easy to focus on the tangible and measurable aspects of performance, but 80% of human behaviour is driven by the intangible stuff. As such the focus on the logical facets can ignore human behaviour – which is what really makes things happen. But it doesn’t have to be this way…and this isn’t something you need to sacrifice operational time for, by having more training! Fix it in the everyday conversations…so it’s baked in, not bolted on.

10.15am – 10.45am
Elaine Lee – Director –  Reynolds Busby Lee
“How supporting vulnerable customers can impact your contact centre operations”.
When a contact centre supports customers in vulnerable circumstances it can have implications across the operation from staff recruitment and retention to WFM and AI solutions for customer journeys. In this session we’ll discuss how to identify areas of impact and how best to support your vulnerable customers and staff involved in providing support and reasonable adjustments.

10.45am – 11.15am
Coffee Break

11.15am – 11.45am 
Scott Budding – Sales Engineer – Calabrio
“Voice of the Agent”
Do we really understand the current state of the industry for frontline agents? Rather than relying on assumptions, Calabrio and Get out of Wrap surveyed 500+ contact centre agents from various European organisations to gain deeper insight into the “Voice of the Agent” and explore what their daily work life truly looks like. Join Scott Budding from Calabrio as he shares key findings and actionable strategies to make the contact centre a place where agents feel empowered, valued, and proud of their work.

11.45am – 12.15pm 
Scott Woodlands – Head of New Business Sales – Route101
“Using AI to support employees during customer interactions”
Join Route 101 to explore practical applications that enhance agent efficiency, reduce stress, and improve customer satisfaction. Gain insights into implementing AI tools that complement human expertise, creating seamless, empathetic customer experiences.

12.15pm   Meeting Closes.