North East Networking Event

The UKCCF would like to invite you to join us for our next UKCCF North East networking event at the London North East Railway Customer Contact Centre – Newcastle (NLER) . We have a line up of speakers that will deliver thought leadership presentations 

Agenda

9.00am – 9.30am
Coffee & Registration

9.30am – 9.45am
Trevor Butterworth, UKCCF
Welcome & Update
Discover what’s ahead for the UKCCF in Q3 2026. Trevor will preview our upcoming networking events and webinars and reveal the nomination opening date for the UKCCF National Awards 2026.

9.45am – 10.15am
Craig McGill – Senior Manager – 8X8
Let’s do away with unnecessary effort.
It’s 2026. It’s an era when technology is here to make life easier for us, not harder. So why do we still have burnt out agents and stressed supervisors leading to poor employee and customer experience.

10.15am – 10.45am
Simon Brennan – VP Sales – EngageHub
“Controlled AI: A practical framework for secure, compliant customer engagement”
How to enable organisations to deploy AI with confidence and transparency – delivering innovation that is not only intelligent, but also secure, compliant and fully under control (including the cost of it).

10.45am – 11.15am
Coffee Break

11.15am – 12.00 
Panel Discussion Group Session
“Engaging, Retaining and Upskilling Contact Centre Talent”
Retention and engagement remain major challenges across contact centres. In this panel, leaders from LNER, One Utility Bill, Northumbrian Water and Barbour discuss how effective training can improve morale, reduce attrition and create clear development pathways.

Panelists:
Jen Tait – Rise Learning Group (Host)
Aaron Glew – LNER
Kirsty Russell – One Utility Bill
Nicola Metcalfe – Northumbrian Water
Dawn Ray – Barbour

12.00pm
Meeting Closes.