UKCCF Midlands  Networking Event

The UKCCF would like to invite you to join us for our next Midlands networking session on the 6th November at the DHL International Customer Contact Centre located at the East Midlands Airport

Agenda

9.00am – 9.30am
Coffee & Registration

9.30am – 9.45am
Trevor Butterworth, Founder, UKCCF Ltd
Welcome & Update
Trevor will start the session off with introductions to our guest speakers and an update on future events from UKCCF.

9.45am – 10.15am
Rob Dermott CCA Recruitment Client Solutions Director
The Candidate Journey – where does it start and where does it end?
Ensuing a robust  interview, onboarding and induction process for your contact centre is essential to ensure new  employees feel welcome, are capable and settle into their new role. We’ll explore some observations, hints and tips to help you succeed when recruiting. Candidate Experience is just as important as Customer Experience!

10.15am – 10.45am
Martin Teasdale, Founder, Get Out of Wrap & The Team Leader Community
How to turn your Team Leaders into Performance Leaders

10.45am – 11.15am
Coffee Break

11.15am – 11.45am
Simon Leyland, CEO, Cloudinteract
NextGen Contact Centres are here: Practical Paths to Immediate Impact
This session will explore real-world best practices to help answer the questions keeping leaders up at night:

• Are agents delivering consistent service?

• Are we meeting customers needs and expectations?

• Are we able to prioritise vulnerable customers?

• Can we speed up call handling without sacrificing quality?

• How do we leverage technology and build a business case for investment?

• Can AI and automation boost performance without losing the human touch

11.45am – 12.15pm
Jen Sharp, VP Customer Services, DHL International
Jen will share insights into DHL Express’s award-winning Contact Centre. She’ll explore the journey through a major cloud-based transformation — a shift that promised innovation but brought unexpected challenges, testing resilience and adaptability.

Jen will reflect on how the team embraced these challenges to build a culture of evolution — moving beyond past successes and present norms toward a future defined by agility, learning, and continuous improvement.

12.15pm
Meeting Closes